Animate Crashes on File Load

Forum|Forum|2 years ago
April 14, 2023
4 replies
2328 views

I teach a high school animation class and we run Adobe CC on all of our computers (Dell Precision 3650 with 11th Gen Intel I5, 16 GB RAM, and NVIDIA T1000 Video Card). This week they all started crashing as soon as someone tries to open any file on Animate. We tried updaitng, uninstalling/reinstalling, removing preferences, and restoring previous versions of the app. The strange thing is that sometimes one fix would work and other times it wouldn't. And sometimes none of them work. Even when it does work, sometimes an older version of Animate will now crash when we try to export H.264 or when we try to import MP3. All of our other CC Aps (Photoshop, Acrobat, and Illustrator) are working just fine.

There really seems to be no rhyme or reason for the issue.

Please help!

This topic has been closed for replies.

MP_OCDSB

Participating Frequently

Same issues - All imaged Comm Tech computers in my school board.
New PCs, updated windows 11, most current drivers, most current version of Animate.
Have tried clean re-installs of EVERYTHING.
Have ensured AdobeCC user accounts loggedin PRIOR to launching Animate.

Have tried launching from AdobeCC Desktop App "OPEN" button to ensure it's not an account issue.

2017 reports of firewall settings causing crashes.
No pattern noted for the crashing.
Will try removing from our network.
Will try a base Windows 11 image with NO school board image and settings and NOT on board network.
Have viewed the crash report details... Will attach.
My teachers will need ANIMATE to be solid very soon in this semester.
Please elevate this issue. 30 highschools looking for a good animation software and we pay for AdobeCC for all our secondary students taking Comm Tech / Digital Arts.
Thanks

MP_OCDSB

Participating Frequently

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.5" clientVersion="4.8.0.5" applicationName="Adobe Animate" applicationVersion="23.0.2" build="23.0.2.103" source="Windows-Client-WER" crashType="n/a">
<time year="2023" month="9" day="29" hour="12" minute="41" second="58" timeoffset="-300" timezone="Eastern Daylight Time"/>
<user guid="40b57a19-da7e-4070-b558-ea483e737be1"/>
<system platform="Windows 10 Education" osversion="10.0" osbuild="22621" applicationlanguage="en-us" userlanguage="en-CA" oslanguage="en-US" ram="16072" machine="13th Gen Intel(R) Core(TM) i7-13700" model="Intel64 Family 6 Model 183 Stepping 1" cpuCount="24" cpuType="8664" cpuFreq="2112 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 770" description="Intel(R) UHD Graphics 770" driverDate="20230615000000.000000-000" driverVersion="31.0.101.4502" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI\VEN_8086&DEV_A780&SUBSYS_0BCC1028&REV_04\3&11583659&0&10" installedDisplayDrivers="<>,igd10iumd64.dll,igd12umd64.dll"/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="4080 MB" caption="AMD Radeon RX 6500" description="AMD Radeon RX 6500" driverDate="20230604000000.000000-000" driverVersion="31.0.12020.4003" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI\VEN_1002&DEV_743F&SUBSYS_00411028&REV_C3\6&1FFC3469&0&00000008" installedDisplayDrivers="amdxc64.dll,aticfx64.dll"/>
</gpu>
<crash exception="EXCEPTION_HEAP_CORRUPTION" exceptionCode="0xc0000374" instruction="0x00007FFE9669C319">
<backtrace crashedThread="0">
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<binaryImage start="0x00007FFDD0C80000" end="0x00007FFDD0D21000" path="wpdshext.dll"/>
<binaryImage start="0x00007FFE4BFE0000" end="0x00007FFE4C07E000" path="PortableDeviceApi.dll"/>
<binaryImage start="0x00007FFE555D0000" end="0x00007FFE55607000" path="EhStorShell.dll"/>
<binaryImage start="0x00007FFE597B0000" end="0x00007FFE597D4000" path="EhStorAPI.dll"/>
<binaryImage start="0x00007FFDCEC80000" end="0x00007FFDD03C6000" path="drivefsext.dll"/>
<binaryImage start="0x00007FFDD0BB0000" end="0x00007FFDD0C73000" path="adobe\CoreSync_x64.dll"/>
<binaryImage start="0x00007FFDD0A30000" end="0x00007FFDD0BA3000" path="FileSyncShell64.dll"/>
<binaryImage start="0x00007FFE7FD00000" end="0x00007FFE7FD0F000" path="AcSignIcon.dll"/>
<binaryImage start="0x00007FFE4BF00000" end="0x00007FFE4BFD2000" path="cscui.dll"/>
<binaryImage start="0x00007FFE4BEB0000" end="0x00007FFE4BEFE000" path="cscobj.dll"/>
<binaryImage start="0x00007FFDD09A0000" end="0x00007FFDD0A30000" path="AcSignCore16.dll"/>
<binaryImage start="0x00007FFDCE4B0000" end="0x00007FFDCEC7C000" path="ieframe.dll"/>
<binaryImage start="0x00007FFE7FC10000" end="0x00007FFE7FCB6000" path="OneCoreCommonProxyStub.dll"/>
<binaryImage start="0x00007FFE8A960000" end="0x00007FFE8AF84000" path="OneCoreUAPCommonProxyStub.dll"/>
<binaryImage start="0x00007FFE927A0000" end="0x00007FFE927D4000" path="ntmarta.dll"/>
<binaryImage start="0x00007FFD85B20000" end="0x00007FFD86636000" path="adobe\jvm.dll"/>
<binaryImage start="0x00007FFE96480000" end="0x00007FFE96488000" path="psapi.dll"/>
<binaryImage start="0x00007FFE7FEB0000" end="0x00007FFE7FEB9000" path="wsock32.dll"/>
<binaryImage start="0x00007FFE80970000" end="0x00007FFE80980000" path="adobe\verify.dll"/>
<binaryImage start="0x00007FFE766D0000" end="0x00007FFE76702000" path="dbgcore.dll"/>
<binaryImage start="0x00007FFE58570000" end="0x00007FFE58598000" path="adobe\java.dll"/>
<binaryImage start="0x00007FFE80960000" end="0x00007FFE8096A000" path="adobe\jimage.dll"/>
<binaryImage start="0x00007FFE467D0000" end="0x00007FFE46850000" path="SentinelJava64.dll"/>
<binaryImage start="0x00007FFE58550000" end="0x00007FFE58566000" path="adobe\zip.dll"/>
</binaryImageSet>
<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>
ERROR_HB_UNABLE_TO_LOAD_DLL
</hbLogSessionDllStatus>
</crash>

Sergey_Dmitriev7493

Participant

I faced the same issue with Windows 11 Enterprise and Animate v24

Nick Gioia

Community Expert

Could be and OS issue.

WLHS_Digital_ArtsAuthor

Participating Frequently

We tried installing Windows updates and updating the Video Card driver. Neither seemed to fix the issue.

Nick Gioia

Community Expert

thats really weird. what about an older version of Adobe Animate?

DeanUtian

Community Expert

When you uninstalled, did you use the Adobe Cleaner before reinstalling? I'd suggest this on one computer to see if it is solving the problem of some corrupt file that has remained even after uninstalling. Cleaner is available at:
https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html