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

Adobe Employee ,
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.

Adobe Community Professional
Correct answer by ls_rbls | Adobe Community Professional

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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Performance, Product issue

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Sep 11, 2019 1
337 Replies 337
New Here ,
Aug 05, 2020

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Windows event viewer get two errors.

first

 

日志名称:          Microsoft-Windows-AppModel-Runtime/Admin
来源:            Microsoft-Windows-AppModel-Runtime
日期:            2020/8/5 20:33:46
事件 ID:         216
任务类别:          无
级别:            错误
关键字:           DesktopAppXContainer
用户:            SYSTEM
计算机:           NewHome-PC
描述:
0x80070057: 无法为程序包 Adobe.CC.XD_31.1.12.13_x64__adky2gkssdxte 创建桌面 AppX 容器,因为在配置运行时的过程中遇到错误。
事件 Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Microsoft-Windows-AppModel-Runtime" Guid="{f1ef270a-0d32-4352-ba52-dbab41e1d859}" />
    <EventID>216</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x2000000000000008</Keywords>
    <TimeCreated SystemTime="2020-08-05T12:33:46.949990700Z" />
    <EventRecordID>389</EventRecordID>
    <Correlation />
    <Execution ProcessID="4256" ThreadID="9328" />
    <Channel>Microsoft-Windows-AppModel-Runtime/Admin</Channel>
    <Computer>NewHome-PC</Computer>
    <Security UserID="S-1-5-18" />
  </System>
  <EventData>
    <Data Name="ErrorCode">2147942487</Data>
    <Data Name="PackageName">Adobe.CC.XD_31.1.12.13_x64__adky2gkssdxte</Data>
    <Data Name="ContainerName">Adobe.CC.XD_31.1.12.13_x64__adky2gkssdxte-S-1-5-21-3716552079-152286605-1233349436-500</Data>
  </EventData>
</Event>

 

 

second

 

日志名称:          Microsoft-Windows-AppModel-Runtime/Admin
来源:            Microsoft-Windows-AppModel-Runtime
日期:            2020/8/5 20:33:46
事件 ID:         208
任务类别:          无
级别:            错误
关键字:           DesktopAppXProcess
用户:            SYSTEM
计算机:           NewHome-PC
描述:
0x80070057: 无法为程序包 Adobe.CC.XD_31.1.12.13_x64__adky2gkssdxte 创建进程,因为在配置运行时的过程中遇到错误。[LaunchProcess]
事件 Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Microsoft-Windows-AppModel-Runtime" Guid="{f1ef270a-0d32-4352-ba52-dbab41e1d859}" />
    <EventID>208</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x2000000000000004</Keywords>
    <TimeCreated SystemTime="2020-08-05T12:33:46.950301200Z" />
    <EventRecordID>390</EventRecordID>
    <Correlation />
    <Execution ProcessID="4256" ThreadID="9328" />
    <Channel>Microsoft-Windows-AppModel-Runtime/Admin</Channel>
    <Computer>NewHome-PC</Computer>
    <Security UserID="S-1-5-18" />
  </System>
  <EventData>
    <Data Name="PackageName">Adobe.CC.XD_31.1.12.13_x64__adky2gkssdxte</Data>
    <Data Name="ImageName">CreativeSDKAppServiceClient.exe</Data>
    <Data Name="ApplicationName">Adobe.CC.XD_adky2gkssdxte!App</Data>
    <Data Name="ErrorCode">2147942487</Data>
    <Data Name="Message">[LaunchProcess]</Data>
  </EventData>
</Event>

 

AdobeXD.log

2020-08-05 21:23:59.069103+0800[4104] always | Starting Adobe XD version 31.1.12.13
2020-08-05 21:23:59.070912+0800[4104] always | dcx | dcx-cpp version 4.12.1
2020-08-05 21:23:59.071068+0800[4104] always | liveEdit | LiveEditClient version 3.75.03
2020-08-05 21:23:59.078790+0800[4104] info | Error domain 2 registered successfully.
2020-08-05 21:23:59.078976+0800[4104] info | Error domain 3 registered successfully.
2020-08-05 21:23:59.079058+0800[4104] info | Error domain 4 registered successfully.
2020-08-05 21:23:59.079126+0800[4104] info | Error domain 5 registered successfully.
2020-08-05 21:23:59.079182+0800[4104] info | Error domain 7 registered successfully.
2020-08-05 21:23:59.079235+0800[4104] info | Error domain 6 registered successfully.
2020-08-05 21:23:59.079287+0800[4104] info | Error domain 8 registered successfully.
2020-08-05 21:23:59.079338+0800[4104] info | Error domain 1 registered successfully.
2020-08-05 21:23:59.079389+0800[4104] info | Error domain 9 registered successfully.
2020-08-05 21:23:59.379006+0800[4104] always | lifecycle | EEM-Creating-Extended-Execution | [ SessionId, 0 ] | [ Description, Extended execution foreground ] | [ Reason, EEF_Unconstrained ]
2020-08-05 21:23:59.382602+0800[4104] always | lifecycle | EEM-Request-Status | [ SessionId, 0 ] | [ Result, Allowed ]
2020-08-05 21:23:59.382811+0800[4104] always | lifecycle | EEM-Session-Created | [ SessionId, 0 ]
2020-08-05 21:24:14.353005+0800[4856] error | App::onAppServiceFailure: App service failed with error code: 5718
2020-08-05 21:24:14.353346+0800[4104] always | lifecycle | App-PreviousExecutionState | [ Value, Terminated ]
2020-08-05 21:24:14.585182+0800[4104] info | Trying to add a new open window name (WelcomeScreen), new open window count = 0
2020-08-05 21:24:14.585368+0800[4104] always | addCurrentWindowToOpenWindowsList: Opening a new window with ViewID -1643773 and windowName (WelcomeScreen)
2020-08-05 21:24:14.585607+0800[4104] info | SpWelcomeScreenUXPViewDelegate::sendEventToFirstMileHomeScreen event:WINDOWSHOW
2020-08-05 21:24:24.155733+0800[8056] always | lifecycle | EEM-Session-Revoked | [ SessionId, 0 ]
2020-08-05 21:24:24.155909+0800[8056] always | lifecycle | EEM-Session-Deleted | [ SessionId, 0 ]
2020-08-05 21:24:24.156293+0800[8056] always | lifecycle | EEM-Session-Completed | [ SessionId, 0 ]
2020-08-05 21:24:24.178235+0800[4104] always | lifecycle | SF-Created
2020-08-05 21:24:24.178361+0800[4104] always | lifecycle | App-LeavingBackground-Register
2020-08-05 21:24:24.178444+0800[4104] always | lifecycle | EEM-Creating-Extended-Execution | [ SessionId, 1 ] | [ Description, Saving Suspension Data ] | [ Reason, EE_SavingData ]
2020-08-05 21:24:24.179060+0800[4104] always | lifecycle | EEM-Request-Status | [ SessionId, 1 ] | [ Result, Allowed ]
2020-08-05 21:24:24.179176+0800[4104] always | lifecycle | EEM-Session-Created | [ SessionId, 1 ]
2020-08-05 21:24:24.179272+0800[6464] always | lifecycle | SF-EE-Result | [ Result, Allowed ]
2020-08-05 21:24:24.180709+0800[11668] always | lifecycle | App-Analytics-Flushed
2020-08-05 21:24:24.191685+0800[4104] always | lifecycle | EEM-Session-Completed | [ SessionId, 1 ]
2020-08-05 21:24:24.191800+0800[4104] always | lifecycle | EEM-Session-Deleted | [ SessionId, 1 ]
2020-08-05 21:24:24.191996+0800[4104] always | lifecycle | SF-Complete
2020-08-05 21:24:24.192052+0800[4104] always | lifecycle | SF-Deleted

 

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Aug 05, 2020 0
Adobe Employee ,
Aug 05, 2020

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Hi there,

 

Sorry to hear about the trouble. Could you please try the suggestion shared here: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-w...

 

Let us know if this helps or if you need any further assistance, we'll try our best to help you with it.

 

Regards

Rishabh

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Aug 05, 2020 0
Adobe Community Professional ,
Aug 07, 2020

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I forgot to ask,

 

Where are you running MS Windows 10 from, is this happening in a virtual machine environment?

 

From looking at the logs provided it seems that you're running XD  in a containerized app. 

 

If yes,  are you aware that MS Windows 10 handles containerized apps in 32bit ? and if that is the case, why are you containerizing Adobe XD? what is the purpose?

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Aug 07, 2020 1
Adobe Community Professional ,
Aug 07, 2020

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Aug 07, 2020 1
Adobe Community Professional ,
Aug 05, 2020

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Are you trying to upload or publish a web app created in XD  to LiveEdit  ?

 

If your app was already working from which device are you trying to connect from?

 

Are you nehind a firewalld network with restrictive routers that control  access outside of that network?

 

If you're trying to access content via the LiveEdit cloud service I would say to also contact them and have them examine this log too.

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Aug 05, 2020 1
New Here ,
Aug 08, 2020

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Hello Adobe

 

Kindly help with a suggestion on what I can do.

My adobe will not launch. Every requirements on my laptop is met and I still used it about a week ago. But I tried launching it today and it will not load. It will simply display the splash screen with adobe xd logo for about 10 seconds and then closes. I've restarted my laptop several times, cleared memory, etc. Still not working. Please help

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Aug 08, 2020 0
Adobe Community Professional ,
Aug 09, 2020

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Aug 09, 2020 1
Adobe Employee ,
Aug 14, 2020

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Hi Olucapri,

 

I would like to follow on your issue. Would you mind confirming if your issue has been resolved? If no, please reach out to us directly using this link: https://helpx.adobe.com/contact.html so that we can help you immediately.

 

I am also merging the post with the post shared by Italo.

 

Thanks,

Harshika

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Aug 14, 2020 0
New Here ,
Aug 16, 2020

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August 2020 still the same issue and this regsvr32 does not work

PC and XD fully updated tho

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Aug 16, 2020 0
New Here ,
Oct 05, 2020

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Hi,

I have somehow managed to install Adobe XD from Creative Cloud Desktop. But, unfortunately Adobe XD is opens with blank screen for few seconds but, it closes immediately.

I have tried everything like, enabling some registry from "regedit", uninstalling Creative Cloud Desktop & Adobe XD & reinstalling and updating Graphics drivers & installing DirectX, .Net Framework, Visual Sutdio etc et. but still no luck.

I really need help now from your end guys.

 

Please help.

 

Thank you.

 

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Oct 05, 2020 0
Adobe Employee ,
Oct 05, 2020

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Hi Gauri,

 

Sorry to hear about the trouble. Could you please try the suggestion shared here: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-w...

 

Let us know if this helps or if you need any further assistance.

 

Regards

Rishabh

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Oct 05, 2020 0
New Here ,
Oct 05, 2020

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Hi Rishabh,

 

Thank you so much for your quick reply.

 

I have already tried that link as well. If possible, let me know if we could connect for the same.

Thank you.

 

 

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Adobe Employee ,
Oct 23, 2020

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Hi Gauri,

 

Sorry for the delay in response and thanks for trying the steps suggested in the post. If you're still experiencing the issue, please connect with us directly using this link: https://helpx.adobe.com/contact.html so that we can gather logs and escalate it to the team for investigation.

 

Thanks,

Harshika

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Oct 23, 2020 0
New Here ,
Oct 11, 2020

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Hi, I've noticed this is pretty common problem.

I've tried all the solutions Adobe is suggesting to fix this (fixing things in registery etc.) I've also roamed the internet for help, but nothing seems to fix it for me.

 

I've tried atleast:
-Adobes official suggestions to fix this

-Update drivers on my computer

-Update everything Windows is providing

-Uninstall c++ redistributables

-Check that Windows Store is working (Since the app should need an access to it?)

 

I get it working if I re-install it, but once I shut down my computer and try to use XD again the next day it has the same problem again. I wouldn't like to be reinstalling the product every time I want to use it.

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Oct 11, 2020 0
Adobe Employee ,
Oct 12, 2020

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Hi Toni,

 

Sorry to hear about the trouble. Could you please ensure that you have tried all the suggestions shared here: https://community.adobe.com/t5/adobe-xd/troubleshooting-adobe-xd-crashes-white-screen-on-launch-on-w...

 

In case if you have already tried and it's still not working, please 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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