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emilymills
Known Participant
April 19, 2023
Question

Can't switch tools, program freezes. Desperate for a fix!

  • April 19, 2023
  • 2 replies
  • 1026 views

I've been experiencing significant issues with tool switching, primarily with vector brushes in Fresco Files.

 

Here's a video to show what happens: https://youtu.be/aA_PZ5P4S1s

 

I'll be drawing with a vector brush and need to erase something, and I can't tap the erase button, a new layer, a new tool, or anything. It's like the only thing I can do is draw and everything else in the program is frozen. When I exit the program and come back, everything is fixed! I can erase, open a new layer, import a picture, etc. For a few seconds to a minute or until I draw again ,then everything freezes again and have to switch to another app again. Sometimes it doesn't fix when I program switch, and I have to close the Adobe Fresco app entirely for it to reset. 

 

 

 

Specs: 

  • iPad Pro 12.9, 4th gen
  • iOS 16.3.1 (has happened on previous versions as well)
  • Fresco 4.4.2 (has happened on previous versions as well)

 

Notes and comments:

  • Yes, I've restarted my iPad multiple times.
  • Yes, I've signed in and out of Adobe multiple times. 
  • This happens on complex files with many layers, and it happens on simple files I just created
  • It occurs with all files types: vector only, vector and image, and vector/pixel/image. Every file I create and work on has this issue.
  • It happens if Fresco is the only program open or if there are other things running
  • It happens despite having a TON of available storage. 
  • It happens when I first open the program and when I've been working for a while
  • It happens every few seconds to every few minutes
  • My pencil is charged and the tip is screwed in all the way. 

I am a live event illustrator, and having to swipe up to switch programs or close the program entirely completely ruins the experience of my clients. I would have switched software by now, but this is the only good vector drawing app out there, so I'm stuck. 

I am DESPERATE for advice or a fix. Happy to make more videos- it's so common it will happen any time I record. 

 

    This topic has been closed for replies.

    2 replies

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    April 21, 2023

    Hello @emilymills,

     

    We understand that encountering technical issues can be frustrating. Would you mind checking if all of your work is synced online (https://assets.adobe.com/cloud-documents)? If yes, kindly try deleting the app, restarting your iPad, and then reinstalling Fresco to check if it helps.

     

    If not, kindly share a sample file you're having trouble with (https://helpx.adobe.com/creative-cloud/help/share.html#:~:text=Share%20links%20to%20a%20cloud%20document) so that we can check it on our end.
    Note: While creating the link, kindly change the Link Access to Public and turn ON the option for Save a Copy.

     

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

    E
    emilymillsAuthor
    Known Participant
    April 21, 2023

    Do you mean reinstall Fresco? (not illustrator?)  I can share a file, but it happens on literally every single file, so I highly doubt this is a file issue. It happens on complex files and newly created ones. 

    Imaginerie
    Community Expert
    ImaginerieCommunity Expert
    Community Expert
    April 20, 2023

    Not sure if I can help much (an Adobe employee might be better suited) but one course of action would be to close all apps, reset the CC app (ALT+CTRL+R on a PC OPT+CMD+R on a Mac)
    and wait a couple of minutes.

    Once done, go over the cloud icon on the top right of the window and check if everything is synced, check also your files are there.

    https://community.adobe.com/t5/download-install-discussions/reset-the-creative-cloud-desktop-app-to-solve-login-and-licensing-issues/td-p/10573237

    Once done, start Fresco again, and see if that helped.

    If it persists, you might want to contact Adobe customer service via the webchat)

     

    on any adobe page

     

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