White screen of death!

[jessicac88428599]

Hi! I, like many in the forums, am experiencing a white screen that then closes after a few moments with no error message when launching Adobe XD. I bought a brand new laptop specifically to use Adobe XD since my desktop was outdated. I spent all day today trying all of the different solutions here in the forums, and none of them have worked. I'm getting super discouraged and quite miffed. Any help would be appreciated! Thank you.

[Dan Rodney]

You didn't provide any details of your operating system or version of XD, but this sounds like a Windows issue. Have you tried this? Adobe XD shows white screen after launch and crashes on Windows

[jessicac88428599]

Sorry about that. I have the newest version of Windows (I just bought the laptop today). I did try that link, and many others.

[Dan Rodney]

Laptops can be (and often are) shipped with old versions of an OS, so be sure to run all available updates. Also specific version numbers are more useful than saying latest version (in case Adobe techs read this).

I'd recommend contacting Adobe Support directly. This is a user supported forum, and while some Adobe staff to check out the XD forums, Adobe Support may be the best route for this issue.

[jessicac88428599]

Thank you for your tips. My version of Windows is version 1809 (OS Build 17763.348) and I updated everything as soon as I received it. I did contact support, but they kept on passing me onto the next tech, and then stopped replying altogether.

[Dan Rodney]

Sorry Adobe Support let you down, maybe this isn't an easy thing to troubleshoot. Someone said updating their graphics card's driver worked for them. You may have to go to their website to get the latest driver, not use the OS updater.

Beyond that, I'd just be Googling answers to help you. Sorry I can't be more help.

Have you tried Adobe phone support? Maybe one the Adobe XD staff will see this and be able to help. Give them some time to see it and respond.

[Preran]

Apologize for your experience, we will try and do better. Would it be possible to share your Adobe ID along with your case number over a private message? To send a private message, click my picture and use the Message button. I will check our records, and get back to you.

Also, to be sure, did the team try the solution in this doc Adobe XD shows white screen after launch and crashes on Windows​ ?

Thanks,

Preran

[jessicac88428599 · Accepted solution]

FIXED! Adobe Support was able to use "Screen Share" to do the fix for me. I believe the fix was the one that mentioned the "Event Viewer", but I did not see them uninstall the Microsoft C++ packages.

Adobe XD shows white screen after launch and crashes on Windows