Niharika Jha

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  1. 1 vote
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    bug-needs-more-info  ·  6 comments  ·  Adobe XD: Bugs (Read-Only) » System  ·  Flag idea as inappropriate…  ·  Admin →
    Niharika Jha commented  · 

    Hi,

    Can you capture the exact windows version by typing winver in run command and send it to us?

    Regards,
    Niharika Jha
    Adobe XD

    Niharika Jha commented  · 

    Hi,

    Can you please try what is mentioned in the article below and let us know if it works-
    https://helpx.adobe.com/xd/kb/after-launch-adobe-xd-shows-white-screen-and-crashes.html

    Also, don't forget to restart your machine before that.

    Regards,
    Niharika Jha
    Adobe XD

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    Niharika Jha commented  · 

    Hi,

    Thanks for reaching out. On creative cloud, can you go to preferences and then files tab to see the Core Sync version and share it with us?

    I am suspecting at probably that should be the issue. You might want to restart your computer And see if this fixes the issue.

    Regards,
    Niharika Jha
    Adobe XD

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    bug-needs-more-info  ·  3 comments  ·  Adobe XD: Bugs (Read-Only)  ·  Flag idea as inappropriate…  ·  Admin →
    Niharika Jha commented  · 

    Hi,

    Thanks for sharing the video, can you please add the registry entries as per the document below and share the crash logs with us so that we will be able to debug better.

    Location-
    C:\Users\<user name>\AppData\Local\CrashDumps\

    However crash dumps are not logged on Windows by default! You must follow these steps to enable:

    Follow this article to enable crash dumps: https://helpx.adobe.com/xd/kb/how-to-generate-crash-dump-on-windows-machine.html Use "Full dump" for the DumpType, not Mini.

    Then reproduce the crash again

    After XD crashes, go to the CrashDumps folder (see full path above) and locate the file with the correct timestamp.

    These files are usually 100s of MB, so user typically needs to upload the file to a file sharing service and then send us a link.

    Also, is this crash happening with all your files? Or while creating new files as well? If this is happening with any specific file- would it be possible for you to share the file with us?

    Regards,
    Niharika Jha
    Adobe XD

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