9 Replies Latest reply on Apr 7, 2017 11:47 AM by elainecc Branched from an earlier discussion.

    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.

        • 1. Re: Unable to launch Adobe XD on Windows
          elainecc Adobe Employee

          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

          • 2. Re: Unable to launch Adobe XD on Windows
            xavier vilars Level 1

            Hi,

             

            Link is dead, do you have another one please ?

             

            Tks.

            • 3. Re: Unable to launch Adobe XD on Windows
              elainecc Adobe Employee

              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

              • 4. Re: Unable to launch Adobe XD on Windows
                xavier vilars Level 1

                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.

                • 5. Re: Unable to launch Adobe XD on Windows
                  xavier vilars Level 1

                  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

                  Sig[0].Value=Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte

                  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

                  Sig[6].Value=58ba5954

                  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

                  DynamicSig[22].Value=2063

                  DynamicSig[23].Name=Information supplémentaire n° 2

                  DynamicSig[23].Value=206362bab763e23bab17ce0ade8fb117

                  DynamicSig[24].Name=Information supplémentaire n° 3

                  DynamicSig[24].Value=9290

                  DynamicSig[25].Name=Information supplémentaire n° 4

                  DynamicSig[25].Value=9290ce0a074637319d2aa6aff2ef5afe

                  UI[2]=C:\Program Files\WindowsApps\Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte\Experience Design CC (Beta).exe

                  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.dl l

                  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.d ll

                  LoadedModule[22]=C:\Program Files\WindowsApps\Microsoft.VCLibs.140.00_14.0.24123.0_x64__8wekyb3d8bbwe\VCRUNTIME140_AP P.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

                  LoadedModule[59]=C:\WINDOWS\System32\profapi.dll

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

                  LoadedModule[61]=C:\WINDOWS\SYSTEM32\d2d1.dll

                  LoadedModule[62]=C:\WINDOWS\System32\CRYPT32.dll

                  LoadedModule[63]=C:\WINDOWS\System32\MSASN1.dll

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

                  LoadedModule[65]=C:\WINDOWS\SYSTEM32\mrmcorer.dll

                  LoadedModule[66]=C:\Program Files\WindowsApps\Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte\CreativeSDKFoundation.dll

                  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

                  LoadedModule[70]=C:\WINDOWS\SYSTEM32\WpPortingLibrary.dll

                  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

                  LoadedModule[75]=C:\Program Files\WindowsApps\Adobe.CC.XD_0.6.20.7_x64__adky2gkssdxte\Microsoft.Xaml.Interactivity.dl l

                  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

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                  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

                  • 6. Re: Unable to launch Adobe XD on Windows
                    elainecc Adobe Employee

                    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

                    • 7. Re: Unable to launch Adobe XD on Windows
                      xavier vilars Level 1

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

                      • 8. Re: Unable to launch Adobe XD on Windows
                        dogarud11189814 Employee Moderator

                        Hi,

                         

                        Can you please send me the following files:

                         

                        1) C:\Users\%USERNAME%\AppData\Local\Packages\Adobe.CC.XD_adky2gkssdxte\TempState\Win32Helpe r.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

                        • 9. Re: Unable to launch Adobe XD on Windows
                          elainecc Adobe Employee

                          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-def ault-registry-or-file-permissi…

                           

                          Can you check to see if this affects you?

                           

                          -Elaine