Unable to launch Adobe XD on Windows

[xavier_vilars]

Hi,

Me and my team got a similar problem since the march update. I can't find any help on this... Do you have an idea ? There is no message box. XD launch on a white screen for a few seconds and then the window disapear...

We work in France on Surface Pro 4.

[elainecc]

I branched this from the previous issue. Can you try the following to see if it solves your problem?

1. From the Creative Cloud desktop application, uninstall XD
2. Use the Creative Cloud cleaner tool to ensure that all XD components are uninstalled
3. Reboot
4. Use the Creative Cloud desktop application to install XD
5. Launch

Thanks,

-Elaine

[xavier_vilars]

Hi,

Link is dead, do you have another one please ?

Tks.

[elainecc]

Sorry about that - apparently the copy messed up the URL by removing the colon.

Use the Creative Cloud Cleaner Tool to solve installation problems

-Elaine

[xavier_vilars]

Ok, I tried already this method at least 2 times and it doesn't work at all. I still have the problem and cannot launch XD.

[xavier_vilars]

Version=1

EventType=MoAppCrash

EventTime=131359562402563409

ReportType=2

Consent=1

UploadTime=131359562402870441

ReportIdentifier=b47090a3-1ac6-11e7-8f8b-985fd3c38364

IntegratorReportIdentifier=205c6f0b-0688-407d-b882-312c7a313864

NsAppName=praid:App

AppSessionGuid=000018b8-0002-0050-af7c-756dd3aed201

TargetAppId=U:Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte!App

TargetAppVer=0.6.20.7_x64_!2017//03//16:19:36:50!1e280c2!Experience Design CC (Beta).exe

BootId=4294967295

Response.BucketId=464d88d9033c14821d542e8174b1da64

Response.BucketTable=5

Response.LegacyBucketId=133474557324

Response.type=4

Sig[0].Name=Nom complet du package

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Sig[1].Name=Nom de l’application

Sig[1].Value=praid:App

Sig[2].Name=Version de l’application

Sig[2].Value=0.6.20.7

Sig[3].Name=Horodatage de l’application

Sig[3].Value=58cae952

Sig[4].Name=Nom du module par défaut

Sig[4].Value=combase.dll

Sig[5].Name=Version du module par défaut

Sig[5].Value=10.0.14393.953

Sig[6].Name=Horodateur du module par défaut

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Sig[7].Name=Code de l’exception

Sig[7].Value=80010108

Sig[8].Name=Décalage de l’exception

Sig[8].Value=00000000000ac847

DynamicSig[1].Name=Version du système

DynamicSig[1].Value=10.0.14393.2.0.0.256.48

DynamicSig[2].Name=Identificateur de paramètres régionaux

DynamicSig[2].Value=1036

DynamicSig[22].Name=Information supplémentaire n° 1

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LoadedModule[0]=C:\Program Files\WindowsApps\Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte\Experience Design CC (Beta).exe

LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll

LoadedModule[2]=C:\WINDOWS\System32\KERNEL32.DLL

LoadedModule[3]=C:\WINDOWS\System32\KERNELBASE.dll

LoadedModule[4]=C:\WINDOWS\System32\ole32.dll

LoadedModule[5]=C:\WINDOWS\System32\combase.dll

LoadedModule[6]=C:\WINDOWS\System32\ucrtbase.dll

LoadedModule[7]=C:\WINDOWS\System32\RPCRT4.dll

LoadedModule[8]=C:\WINDOWS\System32\bcryptPrimitives.dll

LoadedModule[9]=C:\WINDOWS\System32\sechost.dll

LoadedModule[10]=C:\WINDOWS\System32\GDI32.dll

LoadedModule[11]=C:\WINDOWS\System32\gdi32full.dll

LoadedModule[12]=C:\WINDOWS\System32\USER32.dll

LoadedModule[13]=C:\WINDOWS\System32\win32u.dll

LoadedModule[14]=C:\WINDOWS\SYSTEM32\WINMM.dll

LoadedModule[15]=C:\WINDOWS\SYSTEM32\DWrite.dll

LoadedModule[16]=C:\Program Files\WindowsApps\Microsoft.VCLibs.140.00_14.0.24123.0_x64__8wekyb3d8bbwe\vccorlib140_app.DLL

LoadedModule[17]=C:\Program Files\WindowsApps\Microsoft.VCLibs.140.00_14.0.24123.0_x64__8wekyb3d8bbwe\MSVCP140_APP.dll

LoadedModule[18]=C:\WINDOWS\System32\OLEAUT32.dll

LoadedModule[19]=C:\WINDOWS\System32\msvcrt.dll

LoadedModule[20]=C:\WINDOWS\System32\msvcp_win.dll

LoadedModule[21]=C:\Program Files\WindowsApps\Microsoft.VCLibs.140.00_14.0.24123.0_x64__8wekyb3d8bbwe\CONCRT140_APP.dll

LoadedModule[22]=C:\Program Files\WindowsApps\Microsoft.VCLibs.140.00_14.0.24123.0_x64__8wekyb3d8bbwe\VCRUNTIME140_APP.dll

LoadedModule[23]=C:\Program Files\WindowsApps\Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte\icuuc.dll

LoadedModule[24]=C:\Program Files\WindowsApps\Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte\libGLESv2.dll

LoadedModule[25]=C:\Program Files\WindowsApps\Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte\libEGL.dll

LoadedModule[26]=C:\Program Files\WindowsApps\Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte\icui18n.dll

LoadedModule[27]=C:\WINDOWS\SYSTEM32\WINMMBASE.dll

LoadedModule[28]=C:\WINDOWS\System32\cfgmgr32.dll

LoadedModule[29]=C:\WINDOWS\SYSTEM32\VCRUNTIME140.dll

LoadedModule[30]=C:\WINDOWS\System32\ADVAPI32.dll

LoadedModule[31]=C:\WINDOWS\SYSTEM32\d3d11.dll

LoadedModule[32]=C:\WINDOWS\SYSTEM32\D3DCOMPILER_47.dll

LoadedModule[33]=C:\WINDOWS\SYSTEM32\dxgi.dll

LoadedModule[34]=C:\WINDOWS\SYSTEM32\CRYPTSP.dll

LoadedModule[35]=C:\WINDOWS\System32\IMM32.DLL

LoadedModule[36]=C:\WINDOWS\System32\kernel.appcore.dll

LoadedModule[37]=C:\Windows\System32\Windows.UI.Xaml.dll

LoadedModule[38]=C:\WINDOWS\SYSTEM32\Bcp47Langs.dll

LoadedModule[39]=C:\WINDOWS\SYSTEM32\iertutil.dll

LoadedModule[40]=C:\WINDOWS\SYSTEM32\CoreMessaging.dll

LoadedModule[41]=C:\WINDOWS\System32\shcore.dll

LoadedModule[42]=C:\Windows\System32\WinTypes.dll

LoadedModule[43]=C:\Windows\System32\Windows.UI.dll

LoadedModule[44]=C:\Windows\System32\twinapi.appcore.dll

LoadedModule[45]=C:\WINDOWS\SYSTEM32\bcrypt.dll

LoadedModule[46]=C:\WINDOWS\system32\uxtheme.dll

LoadedModule[47]=C:\Program Files\Common Files\microsoft shared\ink\tiptsf.dll

LoadedModule[48]=C:\Windows\System32\ActXPrxy.dll

LoadedModule[49]=C:\WINDOWS\SYSTEM32\dwmapi.dll

LoadedModule[50]=C:\WINDOWS\system32\CoreUIComponents.dll

LoadedModule[51]=C:\WINDOWS\SYSTEM32\igd10iumd64.dll

LoadedModule[52]=C:\WINDOWS\SYSTEM32\ncrypt.dll

LoadedModule[53]=C:\WINDOWS\SYSTEM32\NTASN1.dll

LoadedModule[54]=C:\Windows\System32\Windows.Storage.ApplicationData.dll

LoadedModule[55]=C:\WINDOWS\SYSTEM32\igc64.dll

LoadedModule[56]=C:\WINDOWS\System32\windows.storage.dll

LoadedModule[57]=C:\WINDOWS\System32\powrprof.dll

LoadedModule[58]=C:\WINDOWS\System32\shlwapi.dll

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LoadedModule[60]=C:\WINDOWS\SYSTEM32\PROPSYS.dll

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LoadedModule[64]=C:\Windows\System32\Windows.ApplicationModel.dll

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LoadedModule[67]=C:\Windows\System32\Windows.System.Diagnostics.dll

LoadedModule[68]=C:\Windows\System32\CryptoWinRT.dll

LoadedModule[69]=C:\Windows\System32\Windows.System.Launcher.dll

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LoadedModule[71]=C:\WINDOWS\SYSTEM32\dsclient.dll

LoadedModule[72]=C:\Windows\System32\ieproxy.dll

LoadedModule[73]=C:\WINDOWS\SYSTEM32\XmlLite.dll

LoadedModule[74]=C:\Windows\System32\Windows.Globalization.dll

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LoadedModule[76]=C:\WINDOWS\System32\msctf.dll

LoadedModule[77]=C:\WINDOWS\SYSTEM32\windows.ui.core.textinput.dll

LoadedModule[78]=C:\WINDOWS\SYSTEM32\TextInputFramework.dll

LoadedModule[79]=C:\Windows\System32\Windows.UI.Immersive.dll

LoadedModule[80]=C:\WINDOWS\system32\DataExchange.dll

LoadedModule[81]=C:\WINDOWS\SYSTEM32\dcomp.dll

LoadedModule[82]=C:\Windows\System32\OneCoreUAPCommonProxyStub.dll

LoadedModule[83]=C:\WINDOWS\SYSTEM32\CRYPTBASE.dll

LoadedModule[84]=C:\Windows\System32\Windows.Web.dll

State[0].Key=Transport.DoneStage1

State[0].Value=1

FriendlyEventName=Fonctionnement arrêté

ConsentKey=MoAppCrash

AppName=Adobe.CC.XD_adky2gkssdxte!App

AppPath=C:\Program Files\WindowsApps\Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte\Experience Design CC (Beta).exe

NsPartner=windows

NsGroup=windows8

ApplicationIdentity=8DEC56AF0D3B9F2DDBA962C59CDDD71C

MetadataHash=-1525526696

[elainecc]

Thanks for sending this to us, but unfortunately, it doesn't tell us much. Could you please enable dumps on your machine, upload the .dmp file to a file sharing service, and send me a link to it?

Collecting User-Mode Dumps (Windows)

Thanks,

-Elaine

[xavier_vilars]

Hi, I sent you a private message with my dump file. Tks.

[dogarud11189814]

Hi,

Can you please send me the following files:

1) C:\Users\%USERNAME%\AppData\Local\Packages\Adobe.CC.XD_adky2gkssdxte\TempState\Win32Helper.log

2) C:\Users\%USERNAME%\AppData\Local\Packages\Adobe.CC.XD_adky2gkssdxte\TempState\CSDK.log

3) C:\Users\%USERNAME%\AppData\Local\Temp\amt3.log

4) Any dump files from %LOCALAPPDATA%\CrashDumps

Also can you please share your OS version (CMD -> winver) and If the user is an administrator or a local user?

Thank you,

Daniel

[elainecc · Accepted solution]

Another user pointed this as a solution to his launch problems: https://support.microsoft.com/en-us/help/2798317/win8-app-modern-apps-fail-to-start-if-default-regis...

Can you check to see if this affects you?

-Elaine