17 Replies Latest reply on Apr 5, 2017 9:51 AM by Preran

    Adobe XD won't start on new machine (Windows  10)

    Pixelmonkeydk Level 1

      I have recently bought a new workstation/gaming pc for use at home. I have installed XD on it. But it won't start.

      It just pop up with a blank screen quickly and just closes again

       

      I run Windows home Anniversary (I think!) the computer is only a week old. and I have only installed work things on it. I have tried to uninstall and install XD more then once. and i does not help

        • 1. Re: Adobe XD won't start on new machine (Windows  10)
          tuhoarca Adobe Employee

          Hi,

           

          Sorry to hear that. Can you please check and confirm that you're running Anniversary Update?

           

          Thanks,

          Dan

          • 2. Re: Adobe XD won't start on new machine (Windows  10)
            ryanq6945531 Level 1

            I'm having the same issue, just installed XD for the first time. I'm on 1607 (Build 14393.693). The start screen will load but when I click anything - tutorial button, new document - it closes.

            • 3. Re: Adobe XD won't start on new machine (Windows  10)
              elainecc Adobe Employee

              Can you please enable crash logging on your machine, make it happen again, and PM me a link to the logfile? We'd love to take a look at it!

               

              Thanks,

               

              -Elaine

              • 4. Re: Adobe XD won't start on new machine (Windows  10)
                ermini90122249 Level 1

                Hello Adobe

                I have the exact same problem, I have checked the error through "Event Viewer" on windows 10, and this is what I can get out of it.

                 

                - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

                 

                 

                - <System>

                 

                 

                <Provider Name="Microsoft-Windows-Immersive-Shell" Guid="{315A8872-923E-4EA2-9889-33CD4754BF64}" />

                 

                 

                <EventID>5973</EventID>

                 

                 

                <Version>0</Version>

                 

                 

                <Level>2</Level>

                 

                 

                <Task>5973</Task>

                 

                 

                <Opcode>0</Opcode>

                 

                 

                <Keywords>0x2000000000000000</Keywords>

                 

                 

                <TimeCreated SystemTime="2017-03-05T13:40:14.144193600Z" />

                 

                 

                <EventRecordID>31684</EventRecordID>

                 

                 

                <Correlation ActivityID="{9D823472-8F7A-0003-CE38-8B9D7A8FD201}" />

                 

                 

                <Execution ProcessID="5536" ThreadID="12528" />

                 

                 

                <Channel>Application</Channel>

                 

                 

                <Computer>DESKTOP-QSH8GDR</Computer>

                 

                 

                <Security UserID="S-1-5-21-495742233-991444377-1555435923-1001" />

                 

                </System>

                 

                - <EventData>

                 

                 

                <Data Name="AppId">Adobe.CC.XD_adky2gkssdxte!App</Data>

                 

                 

                <Data Name="ErrorCode">-2144927141</Data>

                 

                </EventData>

                </Event>

                • 5. Re: Adobe XD won't start on new machine (Windows  10)
                  Preran Adobe Employee

                  Thank you for sharing details. Can you send me your Adobe ID, location, and phone# along with a link to this forum post? To send a private message, click my profile picture and click the Message button. We will get in touch with you for investigation.

                   

                  For quicker assistance, you can contact the support team directly using Contact Customer Care

                   

                  Thanks,

                  Preran

                  • 6. Re: Adobe XD won't start on new machine (Windows  10)
                    EasyTiger79 Level 1

                    I'm getting same thing - window briefly appears then closes completely. Windows 10 AU with a brand new install.

                     

                     

                    - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

                     

                     

                    - <System>

                     

                     

                    <Provider Name="Microsoft-Windows-Immersive-Shell" Guid="{315A8872-923E-4EA2-9889-33CD4754BF64}" />

                     

                     

                    <EventID>5973</EventID>

                     

                     

                    <Version>0</Version>

                     

                     

                    <Level>2</Level>

                     

                     

                    <Task>5973</Task>

                     

                     

                    <Opcode>0</Opcode>

                     

                     

                    <Keywords>0x2000000000000000</Keywords>

                     

                     

                    <TimeCreated SystemTime="2017-03-07T21:52:03.115000400Z" />

                     

                     

                    <EventRecordID>1109</EventRecordID>

                     

                     

                    <Correlation ActivityID="{DBCC9975-978A-0000-EEA7-CCDB8A97D201}" />

                     

                     

                    <Execution ProcessID="2488" ThreadID="10912" />

                     

                     

                    <Channel>Application</Channel>

                     

                     

                    <Computer>DESKTOP-RNB4EO8</Computer>

                     

                     

                    <Security UserID="S-1-5-21-2668384123-3114606856-759801826-1001" />

                     

                    </System>

                     

                    - <EventData>

                     

                     

                    <Data Name="AppId">Adobe.CC.XD_adky2gkssdxte!App</Data>

                     

                     

                    <Data Name="ErrorCode">-2144927141</Data>

                     

                    </EventData>

                    </Event>

                    • 7. Re: Adobe XD won't start on new machine (Windows  10)
                      Preran Adobe Employee

                      Hi EasyTiger79,

                       

                      If your issue has still not been resolved, I suggest getting in touch with Adobe Customer Care Contact Customer Care for further investigation.

                       

                      Thanks,

                      Preran

                      • 8. Re: Adobe XD won't start on new machine (Windows  10)
                        jeana-bpi Level 1

                        I'm having a similar issue.  I install through Creative Cloud and it "installs" very quickly, but never provides the "Open" button as it does for the other apps.  A reboot of the computer does not help.  Double clicking on the app name does nothing. There's no error, no attempt to open.  Nothing happens.  I've tried uninstalling and reinstalling a few times, but get the same behavior.   Also, it does not show up in the Windows Start Menu or in the list of installed applications in Windows.

                        winver.jpg

                        adobe-cc-apps.JPG

                        • 9. Re: Adobe XD won't start on new machine (Windows  10)
                          elainecc Adobe Employee

                          I'd suggest that you use the CC cleaner tool to remove anything related to XD before reinstalling. Use the Creative Cloud Cleaner Tool to solve installation problems

                           

                          If this doesn't work, I'd suggest signing out of Creative Cloud desktop application, using the cleaner tool to remove anything XD related, rebooting, then signing in again and trying to install.

                           

                          Hope that helps!

                           

                          -Elaine

                          • 10. Re: Adobe XD won't start on new machine (Windows  10)
                            rahulm80081792 Level 1

                            I have the same issue for a month now. I've been following other threads as well and have applied all the possible solutions, but still the problem persists. For me Xd works only for the first time after i turn on the pc. Once i close the application, it just flashes a white screen and that's it. seeing all the complaints about this issue, i though it'll be resolved in the next update but here we are.

                            • 11. Re: Adobe XD won't start on new machine (Windows  10)
                              elainecc Adobe Employee

                              A quick search shows me that this particular error seems to happen when there are permission issues while running an application, potentially due to permissions issues.

                               

                              A couple of things to try:

                              Let us know how things go!

                               

                              -Elaine

                              • 12. Re: Adobe XD won't start on new machine (Windows  10)
                                rahulm80081792 Level 1

                                Thanks for the reply but Xd doesn't have option to run as administrator nor i can open it's file location. I can't even access to it's properties in order to change it's permissions.

                                • 13. Re: Adobe XD won't start on new machine (Windows  10)
                                  dj.summitt Level 1

                                  I too am having this problem. I also do not have the option to run XD as admin.

                                   

                                  Running Windows 10 Home. My error message:

                                   

                                  Log Name:      Application

                                  Source:        Windows Error Reporting

                                  Date:          4/3/2017 10:14:01 AM

                                  Event ID:      1001

                                  Task Category: None

                                  Level:         Information

                                  Keywords:      Classic

                                  User:          N/A

                                  Computer:      DESKTOP-EKSCCK9

                                  Description:

                                  Fault bucket 133474557324, type 5

                                  Event Name: MoAppCrash

                                  Response: Not available

                                  Cab Id: 0

                                   

                                   

                                  Problem signature:

                                  P1: Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte

                                  P2: praid:App

                                  P3: 0.6.20.7

                                  P4: 58cae952

                                  P5: combase.dll

                                  P6: 10.0.14393.953

                                  P7: 58ba5954

                                  P8: 80010108

                                  P9: 00000000000ac847

                                  P10:

                                   

                                   

                                  Attached files:

                                  \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER5A78.tmp.WERInternalMetadata.xml

                                   

                                   

                                  These files may be available here:

                                  C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Adobe.CC.XD_0.6._070ed7ca9ef3a 6c791e8d66d0457cc152822_5b7ca3c7_25cb5e41

                                   

                                   

                                  Analysis symbol:

                                  Rechecking for solution: 0

                                  Report Id: f36abb64-78d9-46eb-9d4e-dc5e4eabf387

                                  Report Status: 0

                                  Hashed bucket: 464d88d9033c14821d542e8174b1da64

                                  Event Xml:

                                  <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

                                    <System>

                                      <Provider Name="Windows Error Reporting" />

                                      <EventID Qualifiers="0">1001</EventID>

                                      <Level>4</Level>

                                      <Task>0</Task>

                                      <Keywords>0x80000000000000</Keywords>

                                      <TimeCreated SystemTime="2017-04-03T17:14:01.575125600Z" />

                                      <EventRecordID>24197</EventRecordID>

                                      <Channel>Application</Channel>

                                      <Computer>DESKTOP-EKSCCK9</Computer>

                                      <Security />

                                    </System>

                                    <EventData>

                                      <Data>133474557324</Data>

                                      <Data>5</Data>

                                      <Data>MoAppCrash</Data>

                                      <Data>Not available</Data>

                                      <Data>0</Data>

                                      <Data>Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte</Data>

                                      <Data>praid:App</Data>

                                      <Data>0.6.20.7</Data>

                                      <Data>58cae952</Data>

                                      <Data>combase.dll</Data>

                                      <Data>10.0.14393.953</Data>

                                      <Data>58ba5954</Data>

                                      <Data>80010108</Data>

                                      <Data>00000000000ac847</Data>

                                      <Data>

                                      </Data>

                                      <Data>

                                  \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER5A78.tmp.WERInternalMetadata.xml</Data>

                                      <Data>C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Adobe.CC.XD_0.6._070ed7 ca9ef3a6c791e8d66d0457cc152822_5b7ca3c7_25cb5e41</Data>

                                      <Data>

                                      </Data>

                                      <Data>0</Data>

                                      <Data>f36abb64-78d9-46eb-9d4e-dc5e4eabf387</Data>

                                      <Data>0</Data>

                                      <Data>464d88d9033c14821d542e8174b1da64</Data>

                                    </EventData>

                                  </Event>

                                  • 14. Re: Adobe XD won't start on new machine (Windows  10)
                                    jeana-bpi Level 1

                                    After trying, unsuccessfully to update Creative Cloud today, I had to go looking for a solution. I decided that uninstalling it and reinstalling may help. I didn't want to have to completely uninstall all my applications and download them again. I found these instructions to uninstall (using the Creative Cloud Uninstall Utility) and then reinstall:

                                     

                                     

                                    https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#Unin stall the Creative Cloud desktop app on Windows

                                     

                                     

                                    https://creative.adobe.com/products/download/creative-cloud

                                     

                                     

                                    After reinstalling, I rebooted the computer.  When it came back up, it appeared as though none of my Adobe applications are installed (despite the fact that they are).  I then took the opportunity to try installing XD one more time.  This time it took much longer and acted like it was actually being installed. I was able to open it and run it for the first time.  I hope this helps.

                                    1 person found this helpful
                                    • 15. Re: Adobe XD won't start on new machine (Windows  10)
                                      elainecc Adobe Employee

                                      Hey, everyone-

                                       

                                      Can you please try the solution by jeana-bpi as posted above? Let us know if it works.

                                       

                                      -Elaine

                                      • 16. Re: Adobe XD won't start on new machine (Windows  10)
                                        ermini90122249 Level 1

                                        Hey, I have tried jeana-bpi's solution and it didn't work at all. I still have the exact same issue.

                                        • 17. Re: Adobe XD won't start on new machine (Windows  10)
                                          Preran Adobe Employee

                                          Hi ermini,

                                           

                                          If you are still having issues installing XD, send me your Adobe ID, location, and phone# over a private message. Click my picture and use the Message button. We will get in touch with you for investigation.

                                           

                                          Thanks,

                                          Preran