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My iPhone doesn't appear on preview on device

Community Beginner ,
May 15, 2019

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I've all requirements, the last XD and iTunes versions and my Windows 10 are up to date.

When i plug my iPhone with USB cable, nothing happens. My device doesn't appear on preview window.

Anyone can help me?

Adobe XD_2.png

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My iPhone doesn't appear on preview on device

Community Beginner ,
May 15, 2019

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I've all requirements, the last XD and iTunes versions and my Windows 10 are up to date.

When i plug my iPhone with USB cable, nothing happens. My device doesn't appear on preview window.

Anyone can help me?

Adobe XD_2.png

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May 15, 2019 0
Adobe Employee ,
May 16, 2019

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Hil formariz.mazzatech,

Sorry that you are unable to preview your prototype on your iOS device. Could you please check if you are able to sync your phone with iTunes? I would also like to know the version of Adobe XD Mobile app which you are using and log with the version of XD on your desktop.

Thanks,

Atul_Saini

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May 16, 2019 1
Community Beginner ,
May 17, 2019

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Hi @Atul_Saini

Yes, iphone is syncing with itunes.

Versions of my App/Softwares

  • Windows 10 Pro for Workstations (64 bits)
  • Adobe XD - Version 19.0.22.9 (Starter)
  • Creative Cloud Sync - Version 4.2.3.4
  • iTunes - Version 12.9.4.102
  • Adobe XD Mobile - Version 19.0
  • iOS - Version 12.2

Thanks for helping

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May 17, 2019 0
Adobe Employee ,
May 22, 2019

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Hi Formariz.mazzatech, I am really sorry for the delay in response, please update Adobe XD to version 19.1 and share the results.

Thanks,

Atul_Saini

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May 22, 2019 0
Community Beginner ,
May 22, 2019

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Hi Atul,
The XD is up to date now, but the problem continue.

I've run the iTunes Diagnostics and you can see below.

Microsoft Windows 10 x64 (Build 17763)

Dell Inc. Precision Tower 3620

iTunes 12.9.4.102

FairPlay 2.13.46

iPod Updater Library 12.0

Apple Mobile Device 12.2.0.15

Apple Mobile Device Driver 423.36.0.0

Apple iPod Driver not found.

Bonjour 3.1.0.1 (333.18)

Gracenote SDK 3.06.1.3084

Gracenote MusicID 3.06.1.3084

Gracenote Submit 3.06.1.3084

Gracenote DSP 3.06.1.3084

iTunes Serial Number 000002315D2E2E5C

Current user is not an administrator.

The current local date and time is 2019-05-22 15:06:51.

iTunes is not running in safe mode.

WebKit accelerated compositing is disabled.

HDCP is supported.

Core Media is supported.

Display scaling 100.00

**** Runtime Libraries ****

c:\windows\system32\ucrtbase.dll: 10.0.17763.404

c:\windows\system32\msvcp140.dll: 14.15.26706.0

c:\windows\system32\vcruntime140.dll: 14.15.26706.0

**** External Plug-ins Information ****

Bonjour service 3.1.0.1 (333.18) is currently running.

**** Network Connectivity Tests ****

Network Adapter Information

Adapter Name: {F71F73E1-D98C-4513-95E9-C01AC49DA841}

Description: Intel(R) Ethernet Connection (2) I219-LM

IP Address: 10.103.35.46

Subnet Mask: 255.255.255.0

Default Gateway: 10.103.35.1

DHCP Enabled: No

DHCP Server:

Lease Obtained: Wed Dec 31 22:00:00 1969

Lease Expires: Wed Dec 31 22:00:00 1969

DNS Servers: 10.103.1.2

192.1.2.72

Adapter Name: {4C88FC28-C6FC-4221-BEF8-EAE369455FF6}

Description: Bluetooth Device (Personal Area Network)

IP Address: 0.0.0.0

Subnet Mask: 0.0.0.0

Default Gateway: 0.0.0.0

DHCP Enabled: Yes

DHCP Server:

Lease Obtained: Wed Dec 31 22:00:00 1969

Lease Expires: Wed Dec 31 22:00:00 1969

DNS Servers:

Active Connection: Conexão de rede local

Connected: Yes

Online: Yes

Using Modem: No

Using LAN: Yes

Using Proxy: Yes

Firewall Information

Windows Firewall is on.

iTunes is enabled in Windows Firewall.

Connection attempt to Apple web site was successful.

Connection attempt to browsing iTunes Store was successful.

Connection attempt to purchasing from iTunes Store was successful.

Connection attempt to iPhone activation server was successful.

Connection attempt to firmware update server was successful.

Connection attempt to Gracenote server was successful.

Last successful iTunes Store access was 2019-05-22 15:04:43.

**** Device Connectivity Tests ****

iPodService 12.9.4.102 (x64) is currently running.

Apple Mobile Device Service 423.258.2.30 is currently running.

iTunesHelper 12.9.4.102 is currently running.

No Universal Serial Bus Controller found.

No FireWire (IEEE 1394) Host Controller found.

Connected Device Information:

, iPhone 7 running firmware version 12.2

Serial Number: DNPTHM8VHX98

**** Device Sync Tests ****

Sync tests completed successfully.

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May 22, 2019 0
Community Beginner ,
May 28, 2019

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Hi @Atul_Saini
Any news?

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May 28, 2019 0
Adobe Employee ,
May 30, 2019

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Hi lformariz.mazzatech,

Sorry for this experience with Live preview. Could you please try to reinstall Adobe XD mobile and check if that works for you?

Thanks,

Atul_Saini

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May 30, 2019 0
Community Beginner ,
Jun 04, 2019

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Hi Atul_Saini.
Unfortunately nothing changed.

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Jun 04, 2019 0
Preran LATEST
Adobe Employee ,
Jun 05, 2019

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Thank you for trying out the standard troubleshooting procedures. Am not sure as to what the issue could be. Please send me your Adobe ID, location, and phone number over a private message along with the URL of this post. Our tech support team will get in touch with you to investigate your setup and anything else we may have missed so far. To send a private message, click my picture and use the Message button.

Thanks,

Preran

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Jun 05, 2019 1