Experiencing problems with Pen Tool

Community Beginner ,
Jun 18, 2020 Jun 18, 2020

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Hi, I am experiencing problems with Pen Tool. After enabling the Pen tool every single time when I tried to use it, it is vanishing. I am adding a video for this. I experienced this situation before the update and after the update. 

 

I also tried the Photoshop's pen tool but didn't have any trouble with it, and it is working. 

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correct answers 2 Correct Answers

Adobe Employee , Jun 22, 2020 Jun 22, 2020
Thanks for sharing the details. Please ensure that the Graphics card driver is up to date as per the manufacturer's website. And if it is already up to date, we'll need to check this at your machine level. I'll request you to contact us directly using this link: http://adobe.ly/1PASjLX

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Community Beginner , Jan 20, 2021 Jan 20, 2021
Hi, I solved my problem by uninstalling the Adobe XD and re-installing it back. Did you tried that before? 

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Adobe Employee ,
Jun 18, 2020 Jun 18, 2020

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Hi there,

 

Sorry to hear about the trouble. Please ensure that the graphics card driver is up to date as per the manufacturer's website. If it is already up to date, please share a few more details like:

 

  1. The version of the XD and Operating System.
  2. Do you use an additional monitor? If yes, please test XD with an only primary screen.

 

Regards

Rishabh

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Community Beginner ,
Jun 18, 2020 Jun 18, 2020

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Hi, thank you for your reply. 

 

1. Version 30.0.12.14 (Note: I had it at the previous version too)

2. Yes, I do and I did test it on the primary screen and having the same problem.

 

Bests,

Gökbey.

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Adobe Employee ,
Jun 19, 2020 Jun 19, 2020

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Thanks for sharing the details, we'll need Operating system details as well so please share the OS version along with OS build.

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Community Beginner ,
Jun 19, 2020 Jun 19, 2020

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Windows 10 Home 64 Bit x64 based processor

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Adobe Employee ,
Jun 22, 2020 Jun 22, 2020

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Thanks for sharing the details. Please ensure that the Graphics card driver is up to date as per the manufacturer's website. And if it is already up to date, we'll need to check this at your machine level.

I'll request you to contact us directly using this link: http://adobe.ly/1PASjLX

 

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Community Beginner ,
Jan 20, 2021 Jan 20, 2021

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Hi,

I am experiencing the exact same problem with a 2018 MacBook pro 13 inch, Intel Iris graphics, recently updated to Big Sur. I tested on both my screens (built in retina display and external display) and checked for system update, neither resolved the issue. 

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Community Beginner ,
Jan 20, 2021 Jan 20, 2021

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more informaiton:

I just updated to XD 36.1.32 and am still experiencing the problem.

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Community Beginner ,
Jan 20, 2021 Jan 20, 2021

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Hi,

 

I solved my problem by uninstalling the Adobe XD and re-installing it back. Did you tried that before? 

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Adobe Employee ,
Jan 20, 2021 Jan 20, 2021

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Hi Gabriel,

 

Sorry to hear about the trouble. Please try re-installing XD as suggested by gokbeyi78042014 If that doesn't help, please collect and share system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

 

Regards

Rishabh

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Community Beginner ,
Jan 21, 2021 Jan 21, 2021

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Thanks @gokbeyi78042014  and @Rishabh_Tiwari , reinstalling did solve the problem! 

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Community Beginner ,
Jan 21, 2021 Jan 21, 2021

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It is very nice to hear that. Have a nice day.

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Adobe Employee ,
Jan 21, 2021 Jan 21, 2021

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Glad to hear that! Feel free to reach out if you have any other questions or issues in the future.

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