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romankl
Known Participant
Oct 29, 2020 3:52 PM UTC
Question

Animate 2021 crashes on launch

just upgraded to 2021 and can't launch the app. crashes constantly on MAC OSX Catalina. checked with two of my coworkers on same systems and they have the same experience. can't use 2021. we are all forced to revert back to 2020. below is the crash report.

any fix or workaround?

 

 

Process: Adobe Animate 2021 [14339]
Path: /Applications/Adobe Animate 2021/Adobe Animate 2021.app/Contents/MacOS/Adobe Animate 2021
Identifier: com.adobe.Adobe-Animate-2021.application
Version: 21.0.0 (21.0.0.35450)
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: Adobe Animate 2021 [14339]
User ID: 503

Date/Time: 2020-10-29 11:46:32.408 -0400
OS Version: Mac OS X 10.15.7 (19H2)
Report Version: 12
Anonymous UUID: B1720E0A-5FD9-0A3D-22E1-F4C37DBD9D9E


Time Awake Since Boot: 3200 seconds

System Integrity Protection: enabled

Crashed Thread: 7

Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000458
Exception Note: EXC_CORPSE_NOTIFY

Termination Signal: Segmentation fault: 11
Termination Reason: Namespace SIGNAL, Code 0xb
Terminating Process: exc handler [14339]

VM Regions Near 0x458:
-->

 

<error message edited to remove unneeded, at this point, info - kglad>

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    16 replies

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Oct 30, 2020 3:37 PM UTC

    i just upgraded 10.15.7 and animate 2021 (v21) opened ok and i created a new html5/canvas project ok.

     

    would doing that cause your animate v21 to crash?

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    romanklAuthor
    Known Participant
    Oct 30, 2020 3:51 PM UTC

    unfortunately, it still doesn't work for the three of us and it still crashes on load on the same thread.

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Oct 30, 2020 7:24 PM UTC

    using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

    click contact us (in the lower right)
    in the chat field, type AGENT
    be patient, it can take quite a while to reach a human

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Oct 29, 2020 9:29 PM UTC

    which catalina, 10.15.?

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    romanklAuthor
    Known Participant
    Oct 30, 2020 12:34 PM UTC

    10.15.7

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Oct 29, 2020 5:35 PM UTC

    reinstall animate:

    uninstall animate including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
    restart your computer (don't skip this)
    use the desktop app to install animate.

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    romanklAuthor
    Known Participant
    Oct 29, 2020 8:28 PM UTC

    done all of that and after I've tried to launch the new installation it crashed on the same Thread.

    and I just want to mention again the fact my two co-workers have the same exact problem. 

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Oct 29, 2020 4:43 PM UTC

     reset your preferences - https://helpx.adobe.com/animate/using/set-preferences.html

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    romanklAuthor
    Known Participant
    Oct 29, 2020 4:50 PM UTC

    so since it crashes on launch I had to do this: hold Command+Option+Shift (Mac OS) as you start Animate.

    it asked me to delete the preferences which I did and then it promptly crashed at the same Thread.

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