TROUBLESHOOTING: Adobe XD crashes (White screen) on launch on Windows 10

Adobe Employee ,
Sep 11, 2019 Sep 11, 2019

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Hi Everyone, please try to update XD to the latest version using this link: - Update apps to the latest release of Adobe Creative Cloud.​ In case that doesn't work, please try solutions in Part One (below)

 

Part One:

 

Part two:

If the faulting module path in Event Viewer points to UI.XAML.DLL filethe team is investigating this issue and we are hoping for the fix to be addressed in an update soon. If you have another computer handy, especially a Mac, you could try installing XD on it until then.

 

Just in case you aren’t comfortable performing these procedure on your own, you can contact Adobe Tech Support using this link https://adobe.ly/2WYE62m Use the chat button on the page to get started.

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correct answers 1 Correct Answer

Adobe Community Professional , Jan 24, 2020 Jan 24, 2020
I've been told that this is an ongoing issue which has been addressed and that is known with Adobe XD on MS Windows 10.Even though most of the troubleshooting tips are inclined to instruct the users to perform an update of XD to its latest version and/or a simple restart of their system to fix it, I am more inclined to suuport the other users who have exhausted all other tips available in the forums. If we look the Adobe XD Release Notes, system requirements https://helpx.adobe.com/xd/system-requirements.html...

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Community Beginner ,
Jan 13, 2020 Jan 13, 2020

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Hi, I have the same problem as xd would start with white screen for a few seconds and then crash,

 the event log shows this error 

Faulting application name: XD.exe, version: 25.2.12.3, time stamp: 0x5e155d39
Faulting module name: twinapi.appcore.dll, version: 10.0.18362.1, time stamp: 0x42f071ca
Exception code: 0xc000027b
Fault offset: 0x00000000000d5cc8
Faulting process id: 0x36ec
Faulting application start time: 0x01d5ca01dd096852
Faulting application path: C:\Program Files\WindowsApps\Adobe.CC.XD_25.2.12.3_x64__adky2gkssdxte\XD.exe
Faulting module path: C:\Windows\System32\twinapi.appcore.dll
Report Id: 5af78363-b672-4a82-9003-195ebdd4b4e6
Faulting package full name: Adobe.CC.XD_25.2.12.3_x64__adky2gkssdxte
Faulting package-relative application ID: App

as well as this one

0x80070005: Cannot create the process for package Adobe.CC.XD_25.2.12.3_x64__adky2gkssdxte because an error was encountered while configuring runtime. [LaunchProcess]

I tried all the steps provided with no results.

I'm running Windows 10 pro with latest update and graphics driver are up to date as well

Please help.

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Adobe Employee ,
Jan 13, 2020 Jan 13, 2020

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Hi there,

 

We understand it could be annoying for you and thank you for performing the troubleshooting steps. Would you mind generating the log files using this link: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html & upload the file to a shared location such as Creative Cloud app or dropbox & then share the url with me over a private message?

 

We will try our best to help.

 

Thanks,

Harshika

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Community Beginner ,
Jan 14, 2020 Jan 14, 2020

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I sent you the generated file in a private message.

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New Here ,
Jan 19, 2020 Jan 19, 2020

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I'm still having issues, and updating doesn't help. I am currently contacting support to see if they can fix the issue. They are currently offline but I am hopefully trying to get it fixed.

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New Here ,
Jan 20, 2020 Jan 20, 2020

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There was an update to Adobe XD today, still didn't fix my issue.

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Adobe Employee ,
Jan 20, 2020 Jan 20, 2020

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Hi MJ,

 

I have sent you a private message, could you please check and confirm if you've received it?

 

Thanks,

Harshika

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Adobe Community Professional ,
Jan 24, 2020 Jan 24, 2020

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I've been told that this is an ongoing issue which has been addressed and that is known with Adobe XD on MS Windows 10.


Even though most of the troubleshooting tips are inclined to instruct the users to perform an update of XD to its latest version and/or a simple restart of their system to fix it, I am more inclined to suuport the other users who have exhausted all other tips available in the forums.

 

If we look the Adobe XD Release Notes, system requirements https://helpx.adobe.com/xd/system-requirements.html we can clearly see that Adobe XD is an app supported in 64bit operating systems with 64 bit supported processors.

 

Using this logic as an troubleshooting approach, let's remember that in MS Windows 64-bit programs are installed in the “C:\Program Files” folder and 32-bit programs are installed in “C:\Program Files (x86)” folder.

 

However, the systemwide module (.dll) libraries that belong to 32-bit programs and 64-bit program are handled quite differently between the application and the operating system, and they are separated into two different folders.

 

In any case, from examining the different crash dumps that users are sharing, one out of three events is always identified consistently by the error event handling in MS Windows : the faulting applicattion name " XD.exe" or "XD CC.exe".

 

If we take as an example any of the Adobe XD's crash logs that Adobe XD users are submitting, thereare two areas of interest in the crash dumps are:

 

- The exception code: it varies from user to user (0xc0000008, 0xc000027b, 0xc0000409 for example)

 

- Faulting Module name(s): it varies from user to user (ntdll.dll, twinapi.appcore.dll)

 

Now, even though the exception code and the faulting module events vary from user to user, there is another area that seems to also remain constant. That is the application's faulting path C:\Windows\System32

 

So going back to what I said earlier about where 32 and 64 bit programs are installed, you should be asking yourself "What heppened to C:\Windows\SysWOW64 ? Did we forget about it?"

 

System32 is the system wide library folder in MS Windows. However, keeping in mind that Adobe XD is a 64bit app, why is it trying to load or register a module (.dll) in a known area that is reserved for 32bit apps when it is loaded up ?

 

That said, and in spite of the growing clutter of troubleshooting threads that I've seen in the community forums, I would like to highlight a few suggestions to work around this fault exception.

 

If a 64 bit (.dll) module is failing to load you can re-register that server module using this command : regsvr32 followed by the .dll module name.

 

EXAMPLE: You will need to open the command prompt, prefereably as Administrator go to C:\Windows\System32. Then type regsvr32 twinapi.appcore.dll and hit Enter.
like this C:\Windows\System32 > regsvr32 twinapi.appcore.dll

 

OR,

 

If using Windows Explorer you can also copy twinapi.appcore.dll and paste it in

C:\Windows\SysWOW64 then repeat the step above in the SysWOW64 directory:

 

C:\Windows\SysWOW64 > regsvr32 twinapi.appcore.dll

 

NOTE: Conversely, you can use /u parameter to unregister a module

 

As I read in a post outside if the Adobe forums, the tricky part is to always remember that that the 32-bit .dll should be registered into C:\Windows\SysWOW64, and the 64-bit .dll should be registered into C:\Windows\System32. This is a little different than following the logic of "64-bit programs are installed in the “C:\Program Files” folder and 32-bit programs are installed in “C:\Program Files (x86)” folder".


To explain how virtulal memory addressing is handled between the OS and the application is beyond the scope of this tip. And to explain how System32 and SysWOW64 works is also beyond this scope but I hope that the suggestions above could help someone.

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Adobe Community Professional ,
Jan 24, 2020 Jan 24, 2020

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Hi, sorry you are having problems with Adobe XD. I advise you to consult this thread, where you will find a guide on how to solve the problem: TROUBLESHOOTING: Adobe XD crashes (White screen) on launch on Windows 10

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Adobe Employee ,
Jan 24, 2020 Jan 24, 2020

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Hi ls_rbls, 

 

Thanks for taking out time to share the detailed information about swapping .dll in the situation where XD is crashing with white screen with faulty modules as (ntdll.dll, twinapi.appcore.dll) and I am glad that it worked out for you. I am sure that it would be helpful for future viewers. 

 

I will merge this discussion to an existing one to share it with wider audience. 

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Adobe Community Professional ,
Jan 24, 2020 Jan 24, 2020

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You're welcome. Happy to help.

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New Here ,
Feb 06, 2020 Feb 06, 2020

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As of this week, I have been crashing ALL THE TIME (every few minutes) in XD. Initially I noticed it happening after my document, saved in Adobe Cloud, was auto-saving ("...saving" after file name at top). Everything would hang and after "...saving" disappeared I could switch tools, but no matter what tool I selected, I could not pan, zoom, or select objects. 

 

Just tried moving my file to my local hard drive, and encountered the same behavior, though this time there was no "...saving" involved. I was just manipulating a component and it crashed. 

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Adobe Community Professional ,
Feb 06, 2020 Feb 06, 2020

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What version of MS Windows 10 are you using?

 

Was XD working before?

Did you noticed if this happened after an update was applied?

 

 

Are you getting Any error messages?

 

Open the event event viewer and identify what went wrong and post back.

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New Here ,
Feb 23, 2020 Feb 23, 2020

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Dear friend, I have Issue with Adobe XD Blank screen, and I got the faulting module path Problem and adobe xd is not working until now, however, I try your method above regarding regsvr32 twinapi.appcore.dll using command promp it's not working please see attached Screenshot_1.jpg do I do the step wrong? Desperately wanted XD to running on my current desktop without switching user account

 

 

Thank you

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Adobe Community Professional ,
Mar 06, 2020 Mar 06, 2020

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Hi,

 

In which versionnof Windows is this occuring?

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New Here ,
Mar 06, 2020 Mar 06, 2020

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错误应用程序名称: XD.exe,版本: 27.2.12.4,时间戳: 0x5e585ede
错误模块名称: ucrtbase.dll,版本: 10.0.19041.1,时间戳: 0xbd1e2564
异常代码: 0xc0000409
错误偏移量: 0x00000000000711e8
错误进程 ID: 0x94c
错误应用程序启动时间: 0x01d5f3d0338d5ca0
错误应用程序路径: C:\Program Files\WindowsApps\Adobe.CC.XD_27.2.12.4_x64__adky2gkssdxte\XD.exe
错误模块路径: C:\WINDOWS\System32\ucrtbase.dll
报告 ID: 948db316-e364-4506-9f77-2670581a2e36
错误程序包全名: Adobe.CC.XD_27.2.12.4_x64__adky2gkssdxte

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Adobe Community Professional ,
Mar 06, 2020 Mar 06, 2020

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What is your Windows version?

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New Here ,
Mar 06, 2020 Mar 06, 2020

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我开始使用1809版本win,1809版本win的XD能够正常使用,某一天突然无法使用,我更新了最新XD版本还是无法使用,我更新1909版本win,XD无法使用,现在更新2004版本win,XD也无法使用,都是白屏闪退,我有尝试https://helpx.adobe.com/cn/xd/kb/adobeXD-launches-into-white-screen-on-windows.html,但是无法解决,这使我很困扰。

 

I started using the 1809 version of win. The XD of the 1809 version of win can be used normally, and one day suddenly it is unavailable. I updated the latest XD version and still cannot use it. I updated the 1909 version of win and the XD is not available. Unavailable, all with white screen flashing back. I tried https://helpx.adobe.com/cn/xd/kb/adobeXD-launches-into-white-screen-on-windows.html but couldn't solve it, which bothered me.

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New Here ,
Mar 19, 2020 Mar 19, 2020

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hi guys 
i have adobe xd and its getting crashed again and again while i am working on it from past few days but recently its crashng increased a lot and i send crash reports and nobody contact so i decided to talk with customer support and they direct me here

 

{Renamed By MOD}

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Adobe Employee ,
Mar 19, 2020 Mar 19, 2020

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Hi there,

 

We're so sorry to hear about the trouble. We'll try our best to help you. I would request if you can share a few more details like:

 

  1. The version of XD and the Operating System.
  2. when exactly it crashes?
  3. Is it crashing while working on a specific file or multiple files?
  4. Please share the logs by following the steps here: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

 

Regards

Rishabh

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New Here ,
Mar 30, 2020 Mar 30, 2020

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Hi there,

I have a problem with Adobe XD on my Windows 10 PC (Version 1909)!

When I open the App it shows me a blank white window and after 20-30 seconds it closes.

The thing is, that i tried every singel solution from the Troubleshooting-page of this problem, but none of them worked.

Also I tried some of the Youtube tutorials and some tips from the community but nothing worked.

 

Also there shouldn't be any problem with the hardware of my PC because I have an:

  • Intel Core i7-8700 CPU @ 3.20 GHz
  • 16 GB RAM
  • 2 TB HDD
  • NVIDIA GeForce GTX 1660

 

Also all other Adobe Programms like Photoshop, Premiere, Aftereffects... work perfectly.

I realy hope, that someone could help me 🙂

 

Jonas

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Adobe Employee ,
Mar 30, 2020 Mar 30, 2020

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Hi Jonas,

 

We are sorry to hear you are facing white screens crashes with Adobe XD and thanks for trying the troubleshooting. Would you mind trying the solution no 4 from this help article: https://helpx.adobe.com/in/xd/kb/adobeXD-launches-into-white-screen-on-windows.html and share the information with us here.


We will try our best to help.

 

Thanks,

Harshika

 

 

 

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Explorer ,
Apr 15, 2020 Apr 15, 2020

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I have the same problem. I've had it for many months now. Extremely improductive. I've had to pay for another design product instead and transfer all my files there instead.  That's seems to be the only possible solution to this problem.

 

And, yes, just like jonas.kristl, I also have tested every solution in there and every solution on every other page in the forum. None worked of course. But the result after testing option 4 made things even worse. Now many other windows 10 apps crash upon start also saying "Can't find environment option that was entered"... 😞

 

Andreas

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Adobe Employee ,
Apr 15, 2020 Apr 15, 2020

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Hi Andreas,

 

We're sorry for the frustration and thank you for trying the steps. We have a famous post for the issue: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-w... where people have suggested multiple solution to the problem. 

 

Would you mind going through the post and see if it helps you? If not, you may get intouch with our support team using this link: https://helpx.adobe.com/in/contact.html for real time assistance and it would be really helpful if you can share the solution that is performed by the support team for tracking purpose so that we can sugggest that to our customers.

 

Thanks,

Harshika

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Explorer ,
Apr 24, 2020 Apr 24, 2020

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To quote what I wrote before "I also have tested every solution in there and every solution on every other page in the forum. None worked." and "even made things worse. Now many other windows 10 apps crash" too. When I ask for help, please don't feed me the same autogenerated answer to my complaints. At the very least have the decency to read my post before answering. As support goes, bad answers are just as abominable as (or worse then) no answer at all.

 

Also giving generic answers saying we should modify system files is a really bad solution. Personally I'm not uncomfortable with doing that (though I think it's a bad workaround since the issue is related to your software, not other's software). Consider however that most people using your products are Illustrators, Graphic Artists and Designers - not Computer Engineers. Plus, even me, with 20+ years in programming and System Development still may run into issues after modifying system files (which should normally never be modified). Giving such answers to non-techies is atrocious advice.

 

Adobe CC is supposed to be a premium product, at least that's what people pay for it to be. Let's be honest, bugs and bad coding happens to all of us at times. We're human after all. But for a company of Adobe's size there should be enough developers working on these kind of issues to get them resolved within days - not months, half a year or never (as it seems).

 

I really feel like piotrs24232021 and TheoWerewolf . There's plenty of good alternatives to Adobe products today... Give us a reason to keep subscribing for this! 

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Adobe Community Professional ,
Apr 15, 2020 Apr 15, 2020

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Hi Harshika,

 

Here is the link that you posted with a small correction  :

 

https://helpx.adobe.com/in/xd/kb/adobeXD-launches-into-white-screen-on-windows.html

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