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Adobe XD keyboard issues

Community Beginner ,
Jun 11, 2020

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Hello..

 

After a few minutes of working with the XD the keyboard stops working. I cannot edit anything. Shortcuts, Ctrl + c, Ctrl + V, etc. do not work. Zoom does not work. Everything that has to be done on the keyboard does not work. In other open programs the keyboard works perfectly. If I restart the Adobe XD it still doesn't work, the only solution to make the keyboard work again is to restart the PC, which I have to do every 5 minutes. I can not work like this.

 

Please, I need a solution ASAP.

Best.

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Adobe XD keyboard issues

Community Beginner ,
Jun 11, 2020

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Hello..

 

After a few minutes of working with the XD the keyboard stops working. I cannot edit anything. Shortcuts, Ctrl + c, Ctrl + V, etc. do not work. Zoom does not work. Everything that has to be done on the keyboard does not work. In other open programs the keyboard works perfectly. If I restart the Adobe XD it still doesn't work, the only solution to make the keyboard work again is to restart the PC, which I have to do every 5 minutes. I can not work like this.

 

Please, I need a solution ASAP.

Best.

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Jun 11, 2020 1
Adobe Employee ,
Jun 11, 2020

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Hi there,

 

Sorry to hear about the trouble. Could you please share a few more details like:

 

  1. The version of XD and Windows build.
  2. If this happens again, please press the Windows key while XD still open and check if you are able to use the keyboard or not.
  3. As you confirmed it starts working after you restart the PC, I suspect that there is a conflict with any other application, so to isolate this, I'd recommend not to restart the PC instead quitting the other opened application from the Task Manager one by one and checking the status of the keyboard so that we can find the conflicting app.

 

I understand that this could be a lot of troubleshooting steps, so in case if you are not comfortable, I'd recommend contacting us directly so that we can take a remote session and help you with it. To contact us please use this link: https://www.adobe.com/about-adobe/contact.html

 

Regards

Rishabh

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Jun 11, 2020 1
Community Beginner ,
Jun 29, 2020

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After an hour to chat with support the solution that has given to me is to wait for the problem to be resolved:

"P Mohan
Yes the team is still working on the fix. It might be related to the system. Hopefully the team will come up with a right solution."

As you will understand after the cost of the adobe membership, the minimum is to be able to work with the applications. This is not a normal bug. It disables me from doing my job!

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Jun 29, 2020 0
Adobe Employee ,
Jul 01, 2020

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I am so sorry for all the trouble. Please share the case reference number from the chat support, we'll check the case history and share the next course of action.

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Jul 01, 2020 0
Community Beginner ,
Jul 02, 2020

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My case is ADB-13864859-G5C6. Please check the chat and you will understand why I am disapointed.

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Jul 02, 2020 0
Adobe Employee ,
Jul 02, 2020

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I am so sorry for all the trouble, could you please share your contact details in a DM so that I can arrange a call back for you from an expert and get you back on track. To send the contact details, please click on my name and then send a message. 

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Jul 02, 2020 0