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XD keeps crashing regularly (Windows 10)

Community Beginner ,
Aug 23, 2020

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I am running Windows 10 on a GTX 1080 Ti. I've had this issue since a very long time. The latest graphic drivers are installed (released 17/08/2020). XD is updated too.

 

Crashes seem to happen randomly, ie when resizing a layer and even when just moving a layer. I cannot use XD at all because of this problem. If actively wanting to work on a project XD lasts no longer than 5 minutes before it crashes.

 

I keep pressing the Send Report button after the crash since weeks but never heard back from anyone and the crashes  weren't fixed in the recent XD updates.

 

What can I try to fix this problem?

 

 

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XD keeps crashing regularly (Windows 10)

Community Beginner ,
Aug 23, 2020

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I am running Windows 10 on a GTX 1080 Ti. I've had this issue since a very long time. The latest graphic drivers are installed (released 17/08/2020). XD is updated too.

 

Crashes seem to happen randomly, ie when resizing a layer and even when just moving a layer. I cannot use XD at all because of this problem. If actively wanting to work on a project XD lasts no longer than 5 minutes before it crashes.

 

I keep pressing the Send Report button after the crash since weeks but never heard back from anyone and the crashes  weren't fixed in the recent XD updates.

 

What can I try to fix this problem?

 

 

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Aug 23, 2020 1
Adobe Employee ,
Aug 24, 2020

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Hi there,

 

We're so sorry to hear about the trouble. Could you please uninstall XD using the Adobe Cleaner tool: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

And then reinstall it from the Adobe Creative Cloud Desktop app: https://helpx.adobe.com/download-install/using/download-creative-cloud-apps.html

 

If this doesn't help, once it crashed please collect the system logs by following the steps shared here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html we'll try our best to help you with it.

 

Regards

Rishabh

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Aug 24, 2020 0
Community Beginner ,
Sep 01, 2020

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Hello,

 

even after completely uninstalling Adobe XD and all Adobe programs, including Creative Cloud, the problem was not solved. After further searching I found an user mentioned this problem only occurs with files saved in Adobe Cloud ("cloud document").

 

After saving the project locally on my hard drive the crashes no longer occur.

 

EDIT: I take back what I just posted. After more than an hour of designing, XD started crashing again. When re-opening, it will crash more frequent than before. I'm out of ideas.

 

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20200901_082737_196-win.zip

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Sep 01, 2020 0
Adobe Employee ,
Sep 07, 2020

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I am so sorry for the delay in response. Thanks for sharing the logs, I will escalate this further and will update the discussion as soon as I have an update.

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Sep 07, 2020 0
Adobe Employee ,
Sep 08, 2020

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Thank you for your patience. Could you please confirm if you are using a dual monitor setup? If yes, have you tested it without the external monitor?

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Sep 08, 2020 0
Community Beginner ,
Sep 09, 2020

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I had a dual monitor setup (2 x HD) at some point, even while using XD, but currently and in the past months only one monitor (3440x1440)

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Sep 09, 2020 0
Adobe Employee ,
Sep 22, 2020

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Sorry for the delay in response, Manuel. Could you please update XD to the latest version which is 33.1.12.4 and observe if it is still crashing. If yes, please re-collect the system logs with updated XD and share it with us.

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Sep 22, 2020 0
Community Beginner ,
Sep 25, 2020

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According to Creative Cloud my XD is up to date and 33.1.12 is installed.

It is still crashing.

 

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20200925_104729_231-win.zip

 

 

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Sep 25, 2020 0