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Lesego5C83
Participant
Jan 11, 2021 4:07 PM UTC
Answered

Home tab broken; Can't create new document.

My Adobe XD home tab is empty. I can open the recent documents and the cloud tab workings. However, even when I try to use the file menu I can't add a new document. I am using mac

 

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Harshika Verma
Harshika VermaCorrect answer
Community Manager
Jan 25, 2021 10:11 PM UTC

At the moment I have the same challenge, I am not able to create a new file in XD. As you can see on the screenshot there is a grey box behind the word Home. When I put my cursor above it, the little hand appears, but nothing happened. I followed all wise advice as written above and perform them all, but still I am not able to create the new file. I re-installed the Creative Cloud app, I re-installed XD, I restarted my iMac but still no possibility to create a new file. Hope someone can help me as I am in middle of a XD course.


Hi Jaden,

 

I am sorry to hear you ran into trouble while opening XD. For few customers, the issue got fixed after trying these solutions-

1. Formatting hard disk and reinstalling BigSur. 

2. Uninstall XD, Close Adobe tasks, Delete all XD related files, Reinstall, create a new profile then it worked.

 

If you still face issues after trying any of the above solutions, please share the details asked below to investigate the issue.  

 

  • Please generate the logs using this link: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 
  • Once the logs are generated, please upload them to a shared location such as Creative Cloud or Dropbox and share the URL with me over a private message. 
  • Share the OS and XD versions of your machine and approximate local date and time it happened.

 

We will try our best to help.

 

Note: Please add the URL of the post over a PM for reference.

 

Thanks,

Harshika

 

<Marking as correct only to higlight>

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64 replies

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Dan5F93
Participant
Feb 4, 2021 11:30 AM UTC

Hi there

 

Due to a project need I've had to use XD, I've installed but the home screen/start screen is empty. there are no choices of artboards, its blank. please see screenshot. PLEASE HELP. I NEED TO JUMP INTO THIS PROJECT AS SOON AS! 

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    RONvanNOORD
    Participating Frequently
    Feb 4, 2021 1:04 PM UTC

    Same issuu

     

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    Eleni5C68
    Participant
    Jan 11, 2021 4:21 PM UTC

    I am dealing exactly the same issue. I am looking forward for a solution. Thank you. 

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      Lesego5C83Author
      Participant
      Jan 14, 2021 7:41 AM UTC

      I had to contact the Adobe support via the chat. They then had to help me on my computer remotely. It was a long process, he had to uninstall XD, close Adobe tasks, delete all XD related files, reinstall, create a new profile then it worked. 

      Some of the steps are list in this document to try it first. You may not have my exact issue.


      https://helpx.adobe.com/xd/user-guide.html/xd/kb/fix-issues-with-xd-cloud-documents.ug.html 

       

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        Harshika Verma
        Community Manager
        Harshika VermaCommunity ManagerCorrect answer
        Community Manager
        Jan 25, 2021 10:11 PM UTC

        At the moment I have the same challenge, I am not able to create a new file in XD. As you can see on the screenshot there is a grey box behind the word Home. When I put my cursor above it, the little hand appears, but nothing happened. I followed all wise advice as written above and perform them all, but still I am not able to create the new file. I re-installed the Creative Cloud app, I re-installed XD, I restarted my iMac but still no possibility to create a new file. Hope someone can help me as I am in middle of a XD course.


        Hi Jaden,

         

        I am sorry to hear you ran into trouble while opening XD. For few customers, the issue got fixed after trying these solutions-

        1. Formatting hard disk and reinstalling BigSur. 

        2. Uninstall XD, Close Adobe tasks, Delete all XD related files, Reinstall, create a new profile then it worked.

         

        If you still face issues after trying any of the above solutions, please share the details asked below to investigate the issue.  

         

        • Please generate the logs using this link: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 
        • Once the logs are generated, please upload them to a shared location such as Creative Cloud or Dropbox and share the URL with me over a private message. 
        • Share the OS and XD versions of your machine and approximate local date and time it happened.

         

        We will try our best to help.

         

        Note: Please add the URL of the post over a PM for reference.

         

        Thanks,

        Harshika

         

        <Marking as correct only to higlight>

        Translate
        Lesego5C83Author
        Participant
        Jan 11, 2021 4:18 PM UTC

        I tried to delete it and re-install it to see if it would help. It brought back an install that I previously had with the plugins not installing (Plugin Installation Failed error). Not sure if that information will help. This is an issue I have been experiencing even after the plugin issue had been resolved.

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