Adobe XD is stuck on the"Please wait for a moment" spinning wheel after update

Report · Nov 06, 2017

Hello,

I've been using the beta version of XD for the past month. Now that beta has ended, I started a new trial for XD and updated my XD app to the latest version. After I enter my Adobe ID when prompted, I get stuck on the "Please wait for a moment screen" with the spinning wheel on screen. Nothing happens, even if I leave it for an hour or so.

I have tried restarting Creative Cloud and XD. When that didn't work, I reinstalled them both but still encountered the same problem. Hope there's someone who could help me with this. I am using Windows 10 Version 1703.

Report · Nov 07, 2017

Can you try doing a clean uninstall of Adobe XD using the CC cleaner Use the Creative Cloud Cleaner Tool to solve installation problems , resinstall Adobe XD, and let us know if you are still having problems?

Report · Nov 07, 2017

Hello! Thanks for your reply.

I've just used the CC cleaner as instructed in the link but still encounter the same problem. Prior to this I've also uninstalled all non-CC Adobe programs I have except for Adobe AIR and Flash Player (was thinking there was something in conflict there or something). I still get stuck at the spinning wheel. Not quite sure what to do next?

Below is the log from CC cleaner:

[Wed Nov 08 11:26:13 2017] ---------------------------------------------------------

[Wed Nov 08 11:26:13 2017] *=*=*=*=*=*=*=*=* :: Start Session :: *=*=*=*=*=*=*=*=*=*

[Wed Nov 08 11:26:13 2017] ---------------------------------------------------------

[Wed Nov 08 11:26:13 2017] Win OS Version: 6.2

[Wed Nov 08 11:26:13 2017] Cleaner Tool version : 2.0.0.0

[Wed Nov 08 11:26:13 2017] Cleanup source directory : C:\Program Files (x86)\Common Files\Adobe\AdobeCreativeCloudCleanerTool

[Wed Nov 08 11:26:13 2017] [AdobeProgramFiles] : C:\Program Files (x86)\Adobe

[Wed Nov 08 11:26:13 2017] [AdobeProgramFiles_x64] : C:\Program Files\Adobe

[Wed Nov 08 11:26:13 2017] [AdobeCommon] : C:\Program Files (x86)\Common Files\Adobe

[Wed Nov 08 11:26:13 2017] [AdobeCommon_x64] : C:\Program Files\Common Files\Adobe

[Wed Nov 08 11:26:13 2017] [UserRoamingAppData] : C:\Users\Teska\AppData\Roaming

[Wed Nov 08 11:26:13 2017] [UserLocalAppData] : C:\Users\Teska\AppData\Local

[Wed Nov 08 11:26:13 2017] [StartMenu] : C:\ProgramData\Microsoft\Windows\Start Menu\Programs

[Wed Nov 08 11:26:13 2017] [System32Folder] : C:\WINDOWS\system32

[Wed Nov 08 11:26:13 2017] [SharedApplicationData] : C:\ProgramData

[Wed Nov 08 11:41:39 2017] ---------------------------------------------------------

[Wed Nov 08 11:41:39 2017] *=*=*=*=*=*=*=*=* :: Start Session :: *=*=*=*=*=*=*=*=*=*

[Wed Nov 08 11:41:39 2017] ---------------------------------------------------------

[Wed Nov 08 11:41:39 2017] Win OS Version: 6.2

[Wed Nov 08 11:41:39 2017] Cleaner Tool version : 2.0.0.0

[Wed Nov 08 11:41:39 2017] Cleanup source directory : C:\Program Files (x86)\Common Files\Adobe\AdobeCreativeCloudCleanerTool

[Wed Nov 08 11:41:39 2017] [AdobeProgramFiles] : C:\Program Files (x86)\Adobe

[Wed Nov 08 11:41:39 2017] [AdobeProgramFiles_x64] : C:\Program Files\Adobe

[Wed Nov 08 11:41:39 2017] [AdobeCommon] : C:\Program Files (x86)\Common Files\Adobe

[Wed Nov 08 11:41:39 2017] [AdobeCommon_x64] : C:\Program Files\Common Files\Adobe

[Wed Nov 08 11:41:39 2017] [UserRoamingAppData] : C:\Users\Teska\AppData\Roaming

[Wed Nov 08 11:41:39 2017] [UserLocalAppData] : C:\Users\Teska\AppData\Local

[Wed Nov 08 11:41:39 2017] [StartMenu] : C:\ProgramData\Microsoft\Windows\Start Menu\Programs

[Wed Nov 08 11:41:39 2017] [System32Folder] : C:\WINDOWS\system32

[Wed Nov 08 11:41:39 2017] [SharedApplicationData] : C:\ProgramData

[Wed Nov 08 11:41:44 2017] Language selected: English

[Wed Nov 08 11:41:44 2017] Displaying the Adobe End User License Agreement

License agreement

By using software of Adobe Systems Incorporated or its subsidiaries ("Adobe"); you agree to the following terms and conditions. If you do not agree with such terms and conditions; do not use the software. The terms of an end user license agreement accompanying a particular software file upon installation or download of the software shall supersede the terms presented below.

The export and re-export of Adobe software products are controlled by the United States Export Administration Regulations and such software may not be exported or re-exported to Cuba; Iran; Iraq; Libya; North Korea; Sudan; or Syria or any country to which the United States embargoes goods. In addition; Adobe software may not be distributed to persons on the Table of Denial Orders; the Entity List; or the List of Specially Designated Nationals.

By downloading or using an Adobe software product you are certifying that you are not a national of Cuba; Iran; Iraq; Libya; North Korea; Sudan; or Syria or any country to which the United States embargoes goods and that you are not a person on the Table of Denial Orders; the Entity List; or the List of Specially Designated Nationals.

If the software is designed for use with an application software product (the "Host Application") published by Adobe; Adobe grants you a non-exclusive license to use such software with the Host Application only; provided you possess a valid license from Adobe for the Host Application. Except as set forth below; such software is licensed to you subject to the terms and conditions of the End User License Agreement from Adobe governing your use of the Host Application.

DISCLAIMER OF WARRANTIES: YOU AGREE THAT ADOBE HAS MADE NO EXPRESS WARRANTIES TO YOU REGARDING THE SOFTWARE AND THAT THE SOFTWARE IS BEING PROVIDED TO YOU "AS IS" WITHOUT WARRANTY OF ANY KIND. ADOBE DISCLAIMS ALL WARRANTIES WITH REGARD TO THE SOFTWARE; EXPRESS OR IMPLIED; INCLUDING; WITHOUT LIMITATION; ANY IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE; MERCHANTABILITY; MERCHANTABLE QUALITY OR NONINFRINGEMENT OF THIRD PARTY RIGHTS. Some states or jurisdictions do not allow the exclusion of implied warranties; so the above limitations may not apply to you.

LIMIT OF LIABILITY: IN NO EVENT WILL ADOBE BE LIABLE TO YOU FOR ANY LOSS OF USE; INTERRUPTION OF BUSINESS; OR ANY DIRECT; INDIRECT; SPECIAL; INCIDENTAL; OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT; TORT (INCLUDING NEGLIGENCE); STRICT PRODUCT LIABILITY OR OTHERWISE; EVEN IF ADOBE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages; so the above limitation or exclusion may not apply to you.

[Wed Nov 08 11:41:44 2017] Please enter (y) for Yes or (n) for No. ... >>

[Wed Nov 08 11:41:57 2017] Choose from one of the following options to clean up :

[Wed Nov 08 11:41:57 2017] 1. All

[Wed Nov 08 11:41:57 2017] 2. Adobe Flash Player 10.2

[Wed Nov 08 11:41:57 2017] 3. Creative Cloud 2018, 2017, 2015, 2014, Creative Cloud & CS6 Products

[Wed Nov 08 11:41:57 2017] 4. Creative Cloud 2018, 2017, 2015 only

[Wed Nov 08 11:41:57 2017] 5. Creative Cloud 2014 only

[Wed Nov 08 11:41:57 2017] 6. Creative Cloud only

[Wed Nov 08 11:41:57 2017] 7. CS6 only

[Wed Nov 08 11:41:57 2017] 8. CS5-CS5.5-CS6

[Wed Nov 08 11:41:57 2017] 9. CS5-CS5.5

[Wed Nov 08 11:41:57 2017] 10. CS3, CS4

[Wed Nov 08 11:41:57 2017] 11. Adobe Id credentials

[Wed Nov 08 11:41:57 2017] 12. Fix Host File

[Wed Nov 08 11:41:57 2017] 13. Quit

[Wed Nov 08 11:41:57 2017] Choice 😆

[Wed Nov 08 11:42:22 2017] User selected: Creative Cloud 2018, 2017, 2015, 2014, Creative Cloud & CS6 Products

[Wed Nov 08 11:42:22 2017] Executed the command : call copy /Y "C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db" "C:\Program Files (x86)\Common Files\Adobe\backup20171108T114222\pdb.db"

[Wed Nov 08 11:42:22 2017] Executed the command : call copy /Y "C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db" "C:\Program Files (x86)\Common Files\Adobe\backup20171108T114222\Media_db.db"

[Wed Nov 08 11:42:23 2017] Executed the command : call copy /Y "C:\Program Files (x86)\Common Files\Adobe\caps\hdpim.db" "C:\Program Files (x86)\Common Files\Adobe\backup20171108T114222\hdpim.db"

[Wed Nov 08 11:42:23 2017] Calling removalofCS5CapsBackupEntries

[Wed Nov 08 11:42:23 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db

[Wed Nov 08 11:42:23 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db

[Wed Nov 08 11:42:23 2017] HD DLL Handle valid

[Wed Nov 08 11:42:23 2017] Got a valid HD Db session get func pointer

[Wed Nov 08 11:42:23 2017] Got a valid HD Db session

[Wed Nov 08 11:42:23 2017] HD dll Handle is valid

[Wed Nov 08 11:42:23 2017] Following product added for HD cleanup: with procFamily0Experience Design CC (Beta)1

[Wed Nov 08 11:42:23 2017] Following product added for HD cleanup: with procFamily0CoreSync0

[Wed Nov 08 11:42:23 2017] Following product added for HD cleanup: with procFamily0XD CC1

[Wed Nov 08 11:42:23 2017] List of products installed on this machine

[Wed Nov 08 11:42:23 2017] Listing products for cleanup:

[Wed Nov 08 11:42:23 2017] 1. SPRK ('Experience Design CC (Beta)',)

[Wed Nov 08 11:42:23 2017] 2. SPRK ('Experience Design CC (Beta)',)

[Wed Nov 08 11:42:23 2017] 3. COSY ('CoreSync (32 Bit)',)

[Wed Nov 08 11:42:23 2017] 4. SPRK ('XD CC',)

[Wed Nov 08 11:42:23 2017] Please enter the option number of the product you wish to remove; enter (q) to quit ... >>

[Wed Nov 08 11:42:38 2017] response 5

[Wed Nov 08 11:42:38 2017] Are you sure you want to clean all the listed products and associated files?

[Wed Nov 08 11:42:38 2017] Type (y) to confirm and remove or (n) to quit ... >>

[Wed Nov 08 11:42:44 2017] Please wait for Adobe Creative Cloud Cleaner Tool to finish........

[Wed Nov 08 11:42:44 2017] User selected: 'Clean All'

[Wed Nov 08 11:42:44 2017] *-*-*-*-*-*-* Start removing product : ALL *-*-*-*-*-*-*

[Wed Nov 08 11:42:44 2017] Action : Deleting the C:\Program Files (x86)\Common Files\Adobe\backup20171108T114222 folder as there is no product deleted.

[Wed Nov 08 11:42:44 2017] LOG FILE SAVED TO: C:\Users\Teska\AppData\Local\Temp\Adobe Creative Cloud Cleaner Tool.log

[Wed Nov 08 11:42:44 2017] Adobe Creative Cloud Cleaner Tool completed successfully

[Wed Nov 08 11:42:44 2017]

[Wed Nov 08 11:42:44 2017] *-*-*-*-*-*- ::START:: - SUMMARY OF Warnings -*-*-*-*-*-*

[Wed Nov 08 11:42:23 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db

[Wed Nov 08 11:42:23 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db

[Wed Nov 08 11:42:44 2017] *-*-*-*-*-*- :: END :: - SUMMARY OF Warnings -*-*-*-*-*-*

[Wed Nov 08 11:42:44 2017] ---------------------------------------------------------

[Wed Nov 08 11:42:44 2017] *=*=*=*=*=*=*=*=* :: End Session :: *=*=*=*=*=*=*=*=*=*=*

[Wed Nov 08 11:42:44 2017] ---------------------------------------------------------

Report · Nov 08, 2017

It looks like it might be a login issue. I'd suggest:

Log out of the Creative Cloud desktop application
Reboot your computer
Log back into the Creative Cloud desktop application
Launch XD

Does that help?

-Elaine

Report · Nov 09, 2017

Hi!

For some reason I can't log out of the Creative Cloud app. There's no response from the system when I click "Sign Out."

I also have a problem with the Apps tab. When I follow the instructions on relaunching Creative Cloud CC, sometimes the list of app is displayed, but most of the time it is also stuck on the spinning wheel. I've also tried out the solutions listed in this link: Adobe Creative Cloud desktop app doesn't open or shows a spinning progress wheel but result is the same.

Thanks for the advice! Hope we can find something that will work.

Report · Nov 09, 2017

Yes, it does sound like an issue with the Creative Cloud desktop app and not with XD specifically. I'm going to move this thread over to the installation forum to get you more expert eyes on it!

-Elaine

Report · Nov 09, 2017

Teskaq were you able to successfully and locate the OOBE folder as discussed in Adobe Creative Cloud desktop app doesn't open or shows a spinning progress wheel ? If so then please complete the steps listed in "Failed to install" error received when installing Adobe Creative Cloud desktop app . This includes repeating the steps listed in Solution 2. If the Apps tab continues to not load then proceed to solution 3 and reinstall in a newly created local administrator account.

Please update this discussion if you have any questions Teskaq.

Report · Nov 27, 2017

Hi, sorry I was unable to reply, got caught up with a bunch of things that kept me busy. Tried the steps as mentioned and reinstalled in a new local admin account but the issue is still the same. Kind of at a loss on what to do. Thanks for the help, would appreciate any further ideas that could help resolve the issue.

Report · Nov 28, 2017

Teskaq it is still unclear if you were successful in locating the OOBE folder? I would recommend you contact our support team at Contact Customer Care for direct assistance with resolving the current errors Teskaq.

Adobe XD is stuck on the"Please wait for a moment" spinning wheel after update

1 Correct answer