Highlighted

macOS system instability caused Adobe XD and/or Adobe Creative Cloud?

New Here ,
Aug 18, 2020

Copy link to clipboard

Copied

The macOS of the affected machine begun to randomly crash and restart about once a week (while on sleep mode with the lid closed) after the installation of Adobe Creative Cloud and Adobe XD.

 

I have several Macs, including the exact same model of the one where I have Adobe XD installed that has this issue. All Macs are on the same macOS version (10.15.6). None of those other Macs are having random resets. Only the Mac where Adobe XD is installed is having this issue, and it only started to happen after the Adobe XD (and Adobe Creative Cloud) installation. None of my other Macs (those that are working fine) have either of Adobe XD and/or Adobe Cloud installed. Nothing else have been installed during the previous months on the affected machine.

 

The Mac crash report (after reboot) states that it has some relation to the IO Kit. I believe that the Adobe XD/ Creative Cloud is trying to connect to something while the Mac lid is closed, and is causing the subsequent crash and restart.

 

I am considering to uninstall the product and try alternative products that do not require the installation of system privileged running software, such as the Adobe Creative Cloud.

It is not acceptable that, to use an application such as Adobe XD, a system wide privileged software such as Adobe Creative Cloud is required.

Hi there,

 

We're so sorry to hear about the trouble. We can surely investigate this for you, for that, we'll need a few more details like:

 

  1. The version of XD.
  2. If it happens again, please note the local timestamp and please collect system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 
  3. If you are not comfortable in troubleshooting or if you want immediate assistance, you can also contact us directly using this link: https://helpx.adobe.com/contact.html

 

Regards

Rishabh

TOPICS
Crash on mac

Views

40

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more

macOS system instability caused Adobe XD and/or Adobe Creative Cloud?

New Here ,
Aug 18, 2020

Copy link to clipboard

Copied

The macOS of the affected machine begun to randomly crash and restart about once a week (while on sleep mode with the lid closed) after the installation of Adobe Creative Cloud and Adobe XD.

 

I have several Macs, including the exact same model of the one where I have Adobe XD installed that has this issue. All Macs are on the same macOS version (10.15.6). None of those other Macs are having random resets. Only the Mac where Adobe XD is installed is having this issue, and it only started to happen after the Adobe XD (and Adobe Creative Cloud) installation. None of my other Macs (those that are working fine) have either of Adobe XD and/or Adobe Cloud installed. Nothing else have been installed during the previous months on the affected machine.

 

The Mac crash report (after reboot) states that it has some relation to the IO Kit. I believe that the Adobe XD/ Creative Cloud is trying to connect to something while the Mac lid is closed, and is causing the subsequent crash and restart.

 

I am considering to uninstall the product and try alternative products that do not require the installation of system privileged running software, such as the Adobe Creative Cloud.

It is not acceptable that, to use an application such as Adobe XD, a system wide privileged software such as Adobe Creative Cloud is required.

Hi there,

 

We're so sorry to hear about the trouble. We can surely investigate this for you, for that, we'll need a few more details like:

 

  1. The version of XD.
  2. If it happens again, please note the local timestamp and please collect system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 
  3. If you are not comfortable in troubleshooting or if you want immediate assistance, you can also contact us directly using this link: https://helpx.adobe.com/contact.html

 

Regards

Rishabh

TOPICS
Crash on mac

Views

41

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Aug 18, 2020 0
Adobe Employee ,
Aug 19, 2020

Copy link to clipboard

Copied

Hi there,

 

We're so sorry to hear about the trouble. We can surely investigate this for you, for that, we'll need a few more details like:

 

  1. The version of XD.
  2. If it happens again, please note the local timestamp and please collect system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 
  3. If you are not comfortable in troubleshooting or if you want immediate assistance, you can also contact us directly using this link: https://helpx.adobe.com/contact.html

 

Regards

Rishabh

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Aug 19, 2020 1