16 Replies Latest reply on Nov 8, 2016 1:40 PM by Toastylechat

    XD not working - no artboards

    Toastylechat Level 1

      I've just downloaded the latest version of XD, went to try the tutorial, nothing, blank screen.

       

      i can't draw artboards, just get a grey pasteboard. same when trying UI kits or templates.

       

      have un/re-installed three times now.

       

      any ideas?

       

      Screen Shot 2016-11-07 at 20.54.54.png

        • 1. Re: XD not working - no artboards
          CoreyRLucier Adobe Employee

          Hi Scott,

           

          This is the first we've seen of this particular issue, it looks like the design surface isn't rendering at all.

           

          Had previous versions been working for you?

           

          Can you post your OS version, and stats on your Graphics card?  Basically a screenshot of 'About this Mac' would suffice and the first page of the Hardware Overview of the System Report if possible?

           

          Thanks in advance.

           

          Best,

           

          Corey L,

          Adobe Systems, Inc.

          • 2. Re: XD not working - no artboards
            CoreyRLucier Adobe Employee

            One other quick sanity check, after loading a file can you hit cmd-0 to zoom to the contents of the document?  If the canvas is still empty, it's looking like an odd graphics driver issue.

            • 3. Re: XD not working - no artboards
              Toastylechat Level 1

              Hi Corey;

               

              weird isn't it...previous version worked fine to my knowledge, haven't really had to use XD properly yet, but thought i'd give it a go tonight and do the tutorial, and found this problem. here's a screenshot of my spec.

               

              out of interest, i booted up new photoshop and am having a similar issue, can't use dartboards....

               

              Screen Shot 2016-11-07 at 21.58.22.png

              • 4. Re: XD not working - no artboards
                Toastylechat Level 1

                no, CMD-0  doesn't work, nothing changes...

                • 5. Re: XD not working - no artboards
                  Toastylechat Level 1

                  oh and i'm on el capitan 10.11.6

                  • 6. Re: XD not working - no artboards
                    CoreyRLucier Adobe Employee

                    Can you paste the output of the 'Graphics/Displays' portion of the System Report? If Photoshop is also having issues, then I feel there may be something up with your Open GL driver or graphics hardware. 

                    • 7. Re: XD not working - no artboards
                      Toastylechat Level 1

                      ok....this isn't sounding good.Screen Shot 2016-11-07 at 22.10.46.png

                      • 8. Re: XD not working - no artboards
                        Toastylechat Level 1

                        I have to turn in now, but will pick up this conversation tomorrow, thanks Corey.

                        • 9. Re: XD not working - no artboards
                          CoreyRLucier Adobe Employee

                          All very useful but nothing jumps out. If other apps are misbehaving and something is wrong with your graphics subsystem then there is not much I can advise at the moment.

                           

                          If you have spare cycles, it's possible that there's relevant information in your Mac log that could help us diagnose this.

                           

                          • Run XD and repro the problem (perhaps load one of the UI kits).
                          • Use Spotlight to bring up Console.app (or open it from /Applications/Utilities)
                          • Click on "All Messages" under "System Log Queries" at the top of the list on the left, then type "Adobe XD" into the search bar at the top right
                          • If the time when this occurred was more than a few hours ago, you might have to click on the "Earlier" button at the bottom of the window to find relevant log messages.
                          • Select and copy any log messages from the most recent run (if any), then paste them here.
                          • 10. Re: XD not working - no artboards
                            Toastylechat Level 1

                            Here you go:

                             

                            07/11/2016 20:09:53.918 Adobe XD[1211]: SpWelcomeScreenWindowController::windowDidLoad 376.871002ms

                            07/11/2016 20:09:53.962 Adobe XD[1211]: [Crashlytics] Version 3.7.0 (102)

                            07/11/2016 20:09:54.399 Adobe XD[1211]: SpWelcomeScreenWindowController::didFinishLoadForFrame 857.711975ms

                            07/11/2016 20:13:15.769 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

                            07/11/2016 20:13:16.354 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 574.059021ms

                            07/11/2016 20:13:44.971 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

                            07/11/2016 20:13:45.634 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 661.958984ms

                            07/11/2016 20:13:59.062 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

                            07/11/2016 20:14:21.942 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

                            07/11/2016 20:14:22.253 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 309.126007ms

                            07/11/2016 20:15:37.961 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

                            07/11/2016 20:15:38.641 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 678.049988ms

                            07/11/2016 20:16:14.341 Adobe XD[1211]: Unable to acquire GL context. Error code: 0

                            07/11/2016 20:16:14.660 Adobe XD[1211]: SpWindowController::windowDidLoad (load file) 317.520996ms

                            07/11/2016 20:19:08.993 Adobe XD[1237]: SpWelcomeScreenWindowController::windowDidLoad 251.128006ms

                            07/11/2016 20:19:09.027 Adobe XD[1237]: [Crashlytics] Version 3.7.0 (102)

                            07/11/2016 20:19:09.470 Adobe XD[1237]: SpWelcomeScreenWindowController::didFinishLoadForFrame 728.593994ms

                            07/11/2016 20:19:11.232 Adobe XD[1237]: [Crashlytics:Crash] WARNING: the user prompt feature is enabled. As of Crashlytics 3.0.0, implementing a user prompt is the application's responsibility. See Crashlytics.h's notes about -crashlyticsDidDetectReportForLastExecution:completionHandler:

                            07/11/2016 20:19:13.339 Adobe XD[1237]: Unable to acquire GL context. Error code: 0

                            07/11/2016 20:19:13.744 Adobe XD[1237]: SpWindowController::windowDidLoad (load file) 392.915985ms

                            07/11/2016 20:22:27.028 Adobe XD[1237]: Unable to acquire GL context. Error code: 0

                            07/11/2016 20:22:27.784 Adobe XD[1237]: SpWindowController::windowDidLoad (load file) 755.104980ms

                            07/11/2016 20:51:04.806 Adobe XD[1290]: SpWelcomeScreenWindowController::windowDidLoad 369.815002ms

                            07/11/2016 20:51:04.859 Adobe XD[1290]: [Crashlytics] Version 3.7.0 (102)

                            07/11/2016 20:51:05.502 Adobe XD[1290]: SpWelcomeScreenWindowController::didFinishLoadForFrame 1065.489990ms

                            07/11/2016 20:51:07.063 Adobe XD[1290]: [Crashlytics:Crash] WARNING: the user prompt feature is enabled. As of Crashlytics 3.0.0, implementing a user prompt is the application's responsibility. See Crashlytics.h's notes about -crashlyticsDidDetectReportForLastExecution:completionHandler:

                            07/11/2016 20:51:07.699 Adobe XD[1290]: Unable to acquire GL context. Error code: 0

                            07/11/2016 20:51:08.255 Adobe XD[1290]: SpWindowController::windowDidLoad (load file) 543.203003ms

                            07/11/2016 21:25:56.385 Adobe XD[1290]: Unable to acquire GL context. Error code: 0

                            07/11/2016 21:25:56.698 Adobe XD[1290]: SpWindowController::windowDidLoad (load file) 311.309998ms

                            07/11/2016 21:48:14.522 Adobe XD[1290]: BUG in libdispatch client: kevent[EVFILT_MEMORYSTATUS] add: "Operation not supported" - 0x2d

                            07/11/2016 21:48:14.632 Adobe XD[1290]: assertion failed: 15G31: libxpc.dylib + 78286 [54D1328E-054E-3DAA-89E2-375722F9D18F]: 0x89

                            07/11/2016 22:00:49.357 Adobe XD[1290]: Unable to acquire GL context. Error code: 0

                            07/11/2016 22:00:49.792 Adobe XD[1290]: SpWindowController::windowDidLoad (load file) 433.152008ms

                            07/11/2016 22:07:31.971 ReportCrash[1999]: Saved crash report for Adobe XD[1290] version 0.6.2.7 (0.6.2.7) to /Users/scottmarlow/Library/Logs/DiagnosticReports/Adobe XD_2016-11-07-220731_Scotts-MacBook-Pro.crash

                            07/11/2016 22:07:36.561 Adobe XD[2002]: SpWelcomeScreenWindowController::windowDidLoad 284.734009ms

                            07/11/2016 22:07:36.617 Adobe XD[2002]: [Crashlytics] Version 3.7.0 (102)

                            07/11/2016 22:07:37.313 Adobe XD[2002]: SpWelcomeScreenWindowController::didFinishLoadForFrame 1036.687988ms

                            07/11/2016 22:15:44.953 Adobe XD[2002]: [Crashlytics:Crash] WARNING: the user prompt feature is enabled. As of Crashlytics 3.0.0, implementing a user prompt is the application's responsibility. See Crashlytics.h's notes about -crashlyticsDidDetectReportForLastExecution:completionHandler:

                            07/11/2016 22:15:45.906 Adobe XD[2002]: Unable to acquire GL context. Error code: 0

                            07/11/2016 22:15:46.440 Adobe XD[2002]: SpWindowController::windowDidLoad (load file) 523.088989ms

                            07/11/2016 22:39:20.399 Adobe XD[2002]: Unable to acquire GL context. Error code: 0

                            07/11/2016 22:39:21.278 Adobe XD[2002]: SpWindowController::windowDidLoad (load file) 877.041992ms

                            • 11. Re: XD not working - no artboards
                              CoreyRLucier Adobe Employee

                              At this point we can confirm that something is definitely wrong with OpenGL on your system, but beyond that I can't speculate if it's hardware or a driver issue. Apple doesn't make it easy to simply refresh/update your graphics drivers independently of a wholesale OS update.

                               

                              I'm not about to ask you to upgrade to Sierra but perhaps it would to the trick.  Beyond that I personally am out of ideas but will continue to search around and will report back if I find something.

                              1 person found this helpful
                              • 12. Re: XD not working - no artboards
                                CoreyRLucier Adobe Employee

                                One last suggestion would be to boot your device into Safe Mode (hold shift key at boot til you see the progress meter after the apple logo), if you've booted successfully to safe mode the upper right says SAFE BOOT.

                                 

                                See if XD runs in that mode (on retina it will run slow and be incorrectly scaled in safe mode as it's using a stock driver, but you should at least see artboards)..if it works in this state, then perhaps the issue is simply something conflicting with Open GL like a startup item or application that is running in your menu bar, etc.  Restarting in non-safe mode would return to using the stock Intel Iris 5100 drivers which may or may not be corrupt so if it goes back to not working you may be just out of luck.

                                1 person found this helpful
                                • 13. Re: XD not working - no artboards
                                  CoreyRLucier Adobe Employee

                                  One more for good measure..if you happen to use Chrome it would be interesting to know how it's fairing with Open GL on your machine.  You can type chrome://gpu/ in the URL bar and see something like this at the top:

                                   

                                   

                                  Graphics Feature Status

                                  Canvas: Hardware accelerated

                                  Flash: Hardware accelerated

                                  Flash Stage3D: Hardware accelerated

                                  Flash Stage3D Baseline profile: Hardware accelerated

                                  Compositing: Hardware accelerated

                                  Multiple Raster Threads: Enabled

                                  Native GpuMemoryBuffers: Hardware accelerated

                                  Rasterization: Hardware accelerated

                                  Video Decode: Hardware accelerated

                                  Video Encode: Hardware accelerated

                                  VPx Video Decode: Hardware accelerated

                                  WebGL: Hardware accelerated

                                  • 14. Re: XD not working - no artboards
                                    Toastylechat Level 1

                                    Ok, good morning Corey, (and Peter) thanks for your time on this, it certainly is frustrating. I'll pick this up after work this evening.

                                     

                                    Sent from my iPhone

                                    • 15. Re: XD not working - no artboards
                                      Toastylechat Level 1

                                      Graphics Feature Status

                                      • Canvas: Hardware accelerated
                                      • Flash: Hardware accelerated
                                      • Flash Stage3D: Hardware accelerated
                                      • Flash Stage3D Baseline profile: Hardware accelerated
                                      • Compositing: Hardware accelerated
                                      • Multiple Raster Threads: Enabled
                                      • Native GpuMemoryBuffers: Hardware accelerated
                                      • Rasterization: Hardware accelerated
                                      • Video Decode: Hardware accelerated
                                      • Video Encode: Hardware accelerated
                                      • VPx Video Decode: Hardware accelerated
                                      • WebGL: Hardware accelerated

                                      Driver Bug Workarounds

                                      • disable_framebuffer_cmaa
                                      • disable_multimonitor_multisampling
                                      • disable_webgl_rgb_multisampling_usage
                                      • get_frag_data_info_bug
                                      • msaa_is_slow
                                      • pack_parameters_workaround_with_pack_buffer
                                      • rebind_transform_feedback_before_resume
                                      • regenerate_struct_names
                                      • scalarize_vec_and_mat_constructor_args
                                      • set_zero_level_before_generating_mipmap
                                      • unfold_short_circuit_as_ternary_operation
                                      • unpack_alignment_workaround_with_unpack_buffer
                                      • use_intermediary_for_copy_texture_image
                                      • use_shadowed_tex_level_params
                                      • validate_multisample_buffer_allocation

                                      Problems Detected

                                      Version Information

                                       

                                      Data exported11/8/2016, 9:13:05 PM
                                      Chrome versionChrome/54.0.2840.71
                                      Operating systemMac OS X 10.11.6
                                      Software rendering list version11.12
                                      Driver bug list version9.00
                                      ANGLE commit id905fbdea9ef0
                                      2D graphics backendSkia/54 a21f10dd8b19c6cb47d07d94d0a0525c16461969
                                      Command Line ArgsChrome.app/Contents/MacOS/Google Chrome --no-startup-window --flag-switches-begin --flag-switches-end

                                       

                                      Driver Information

                                       

                                      Initialization time96
                                      In-process GPUfalse
                                      Sandboxedtrue
                                      GPU0VENDOR = 0x8086, DEVICE= 0x0a2e *ACTIVE*
                                      Optimusfalse
                                      AMD switchablefalse
                                      Driver vendor
                                      Driver version
                                      Driver date
                                      Pixel shader version
                                      Vertex shader version
                                      Max. MSAA samples
                                      Machine model nameMacBookPro
                                      Machine model version11.1
                                      GL_VENDOR
                                      GL_RENDERER
                                      GL_VERSION
                                      GL_EXTENSIONS
                                      Disabled Extensions
                                      Window system binding vendor
                                      Window system binding version
                                      Window system binding extensions
                                      Direct renderingYes
                                      Reset notification strategy0x0000
                                      GPU process crash count0

                                       

                                      Compositor Information

                                       

                                      Tile Update ModeZero-copy
                                      Partial RasterEnabled

                                       

                                      GpuMemoryBuffers Status

                                       

                                      ATCSoftware only
                                      ATCIASoftware only
                                      DXT1Software only
                                      DXT5Software only
                                      ETC1Software only
                                      R_8GPU_READ_CPU_READ_WRITE, GPU_READ_CPU_READ_WRITE_PERSISTENT
                                      BGR_565Software only
                                      RGBA_4444Software only
                                      RGBX_8888Software only
                                      RGBA_8888GPU_READ, SCANOUT
                                      BGRX_8888GPU_READ, SCANOUT
                                      BGRA_8888GPU_READ, SCANOUT, GPU_READ_CPU_READ_WRITE, GPU_READ_CPU_READ_WRITE_PERSISTENT
                                      YVU_420Software only
                                      YUV_420_BIPLANARGPU_READ_CPU_READ_WRITE, GPU_READ_CPU_READ_WRITE_PERSISTENT
                                      UYVY_422GPU_READ_CPU_READ_WRITE, GPU_READ_CPU_READ_WRITE_PERSISTENT

                                       

                                      Log Messages

                                      • [364:1295:1108/211305:ERROR:gl_context_cgl.cc(129)] : Error creating context.
                                      • [364:1295:1108/211305:ERROR:gpu_info_collector.cc(46)] : gl::init::CreateGLContext failed
                                      • [364:1295:1108/211305:ERROR:gpu_info_collector.cc(114)] : Could not create context for info collection.
                                      • [364:1295:1108/211305:ERROR:gpu_child_thread.cc(434)] : gpu::CollectGraphicsInfo failed (fatal).
                                      • 16. Re: XD not working - no artboards
                                        Toastylechat Level 1

                                        Hi Corey;

                                         

                                        Well, what do ya know.......

                                         

                                        i booted in safe mode, XD worked FINE....Photoshop not so much......I booted in admin account both XD and Photoshop absolutely fine, then.....

                                         

                                        booted back up in my normal user account, both XD and Photoshop absolutely fine and dandy.

                                         

                                        Such weirdness. I still think my Mac has a few issues, with restarting etc, so maybe time for a good old back and and restore to latest OS. Many thanks for your time and help on this.

                                         

                                        Take Care

                                         

                                        Scott

                                        2 people found this helpful