I have an ongoing issue opening Adobe XD files from the Google Drive File Stream.
The company I work for keeps their files on Google Drive and we work through the Google drive file stream to access our files, so it's important for me to keep working this way. When I open Adobe XD, the program freezes then freezes my entire computer for roughly 10 minutes. When my computer finally works this is the error I see:
Once Adobe XD has opened, files open normally. But if I close the application the problem occurs again.
I've tried troubleshooting the problem with my IT department and they suggested this fix:
Quit Creative Cloud Desktop app and kill all related processes from Task manager.
Delete temp files by going to run(Win+r) then %temp%
Delete Adobe XD CC folder from C:\Program Files\Common Files\Adobe
Restart computer and install XD
This fix works for a while but gradually the problem starts to appear again. I don't think this is a google drive problem as this issue only occurs with Adobe XD.
Here are my computer details:
I attempted to run an error log:
<The Title was renamed by moderator>
We are sorry to hear you are having trouble opening the file from Google Drive. Would you mind sharing the XD version of your machine? Is it happening with every file you open or with this specific file?
We will try our best to help.
I have the latest version of Adobe XD (26.0.22).
Normally I select a file I want to open and it freezes with every file. This morning I decided to open XD without a file and my computer still froze and the recent thumbnails were all greyed out (the recent files are all XD). When XD finally loaded I attempted to open a file and the issue occurred again, the computer froze for roughly 5 mins.
I am experiencing the same issue. I am using XD version 27.2.12.
I am experiencing the same issue, too, Im using XD 22.214.171.124 for Mac OSX
Sorry to hear about the trouble. Could you please share a few more details like:
These pieces of information will help us in finding the root cause of the issue.
1. All my files are on google drive and I open them all without any problems. Also with all CC programs I have no problems via Google Drive File Stream.
2. If I open documents locally and google file stream is not active I have no problems.
3. No matter which file. But even if I only open XD without selecting a document it crashes and my mac freezes.
4. with my other colleagues it works without problems
Thanks for your help!
Today there was a new behavior, I opened XD, computer froze and then it restarted itself. Then Google File Stream did not activate.
Then I made a restart without external monitor and the XD could be opened also with active GFS. Then I attached the external monitor and it runs again.
Sorry for the delay in response. Could you please confirm if the system freezes only when the external monitor is connected? And when you don't have any external monitor connected do you face any issues with GFS?
Unfortunately, I can't confirm it that way. I'm afraid it's all very unpredictable. I've had this problem for quite a while and I've had crashes without an external monitor.
Thanks for confirming. I'd request you to please submit the crash report and also please share system logs by following the steps here: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html
We will try to find the cause of the issue.
i can't send you an crash repot, because after the freez my mac restarts. But i send my system logs.
I have submitted a crash report but haven't received any information
Sorry to hear you are experiencing an issue with opening the XD files. I found a suggested solution that helped the customer in past. Here are the steps:
Let me know if that helps you.