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ErrantPilot
Participant
May 21, 2023
Answered

Fresco 4.6 and 4.6.1 both crash on startup while trying to retrieve documents

  • May 21, 2023
  • 4 replies
  • 2549 views

Good evening,
The last two updates of Fresco I've installed on my Dell XPS Laptop both refuse to make it past the document retrieval screen on startup without crashing. With Version 4.6, I was at least able to revert to Version 4.4, which functioned well, albeit without the newer features of the subsequent updates; that is no longer an option. I made sure that my computer was fully updated with Windows and installed Version 4.6.1 hoping that the startup issue would have resolved itself, but the same thing is happening, and now I'm unable to revert to a functional version. I've tried clean installs of both versions, to no avail.

Attached are the logs of the last crash with Version 4.6:

Faulting application name: Fresco.exe, version: 4.6.0.1242, time stamp: 0x6377dc84
Faulting module name: gemini_uwp_bridge.dll, version: 0.0.0.0, time stamp: 0x6451651e
Exception code: 0xc0000005
Fault offset: 0x0000000000a82afe
Faulting process id: 0x0x2514
Faulting application start time: 0x0x1D98C162643AF18
Faulting application path: C:\Program Files\WindowsApps\Adobe.Fresco_4.6.0.1242_x64__pc75e8sa7ep4e\Fresco.exe
Faulting module path: C:\Program Files\WindowsApps\Adobe.Fresco_4.6.0.1242_x64__pc75e8sa7ep4e\gemini_uwp_bridge.dll
Report Id: bf4399ce-ce60-4297-b0dd-904f1d88ec49
Faulting package full name: Adobe.Fresco_4.6.0.1242_x64__pc75e8sa7ep4e
Faulting package-relative application ID: App

Any help would be appreciated. Fresco is the Adobe app I most favor and use, and this has been a terrible nuisance.

Thanks!

    This topic has been closed for replies.
    Correct answer joshpurple

    Hey @joshpurple,

     

    I will send you the direct download link for Fresco 4.0 via DM shortly. Please check your messages for the link. I hope it works well for you and provides a satisfactory experience while waiting for updates and fixes to the latest version of Fresco.

     

    Regarding your question about using the "Uninstall Tool" to force the removal of all traces, I would advise against it. The use of third-party uninstallation tools may potentially cause issues or lead to unintended consequences. Instead, I recommend using the Adobe Creative Cloud Cleaner Tool for uninstalling Adobe applications. It is specifically designed to remove Adobe software and associated files effectively and safely. You can find more information and download the tool from this link: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html.

     

    If you have any further questions or need assistance, feel free to ask. I'm here to help. Best of luck, and I hope you have a great experience with Fresco 4.0!

     

    Best regards,
    Anshul Saini


    Hi Anshul 🙂 !
    I noticed Fresco ver 4.7 is out, I did a default install with it (install through the latest version of Creative Cloud Desktop App), and it's working GREAT 🏆😁👍!   I still had Fresco ver 4.0 installed (the version you sent me), I did not uninstall it first, -I just installed the latest version of Fresco, and it worked.
    My Thanks to you and the whole Dev Team, I appreciate it 🥳🎊🎉!

    All the best,

    -josh

    4 replies

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    June 22, 2023

    Hi All,

    I understand your frustration with the ongoing issue in Fresco. I apologize for the inconvenience it has caused you. I'm glad to inform you that a new version, v4.7, has been released and includes a fix for the problem you've been experiencing. I recommend updating Fresco to the latest version and giving it another try.

     

    We've received positive feedback from @joshpurple , who have already updated to v4.7 and confirmed that the issue had been resolved. We value your feedback and are continuously working to improve the product and provide a better user experience.

     

    Please update Fresco to v4.7 and let us know how it goes. We appreciate your patience and understanding.

     

    Best,

    Anshul

     

    CC: @ErrantPilot @lawrenceb7267207 @Ciska5C1C @defaultdtwpfry3n43r @Kajrov @Petro24295500hoox @Leah29982667mh0e 

      joshpurple
      joshpurple
      Participating Frequently
      June 23, 2023

       @Anshul_Saini  Thank You🥳👍😁!

        L
        Leah29982667mh0e
        Participant
        June 5, 2023

        Crashing on my Windows 10 PC too

          D
          defaultdtwpfry3n43r
          Participating Frequently
          June 6, 2023

          This thread is unfortunately the best response we have on the issue. For most people, 4.0 is not even a remotely useful compromise, since animations I'm currently trying to finish that were made in versions later than 4.0 can't be opened due to compatibility issues (duh), so for me and people in that same situation, the best solution seems to be to just let them sort this out behind the scenes, and cancel subscriptions (not out of malice, of course, but out of neccessity unfortunately.)

          I will say that better testing (or testing at all) on multiple system types pre-release, needs to be done in the future. This is unacceptable to release an official update that has this awful problem for so many. Many of us are trying to make a living off our art, so to be suddenly locked out of all of our work essentially puts a wrench between the gears of our livelihood, or at least part of our livelihood for those of us that only use it as a supplementary income option such as myself.

           

          I also HIGHLY agree with @Sjaani. She is absolutely correct that we need more options to roll back to aside from just the last one, 4.6.0, which ALSO crashes on startup, making the rollback feature utterly useless. I'd also point out it is utterly baffling that you can't use that feature without being a subscriber, which is something I had to test and reveal to the community myself in another thread, after 2 support agents failed to advise me on why I didn't have access to this feature as a Free User. 

          Best regards, and good luck being patient, because that's all we can do right now.

            C
            Ciska5C1C
            Participant
            June 21, 2023

            current date: June 21st 2023 and the issue still is not solved. I had this issue two months back and was avoiding Fresco (uninstalled), but today I thought, let's give it a try. So I reinstalled Fresco, but to no avail.  

            When can we expect a fix of the product? This is the most critical bug you can have as a product provider. A product that is not usable. 

             

            Kind regards, 

              Anshul_Saini
              Community Manager
              Anshul_SainiCommunity Manager
              Community Manager
              May 23, 2023

              Hi @ErrantPilot @Kajrov,

               

              I understand that you've experienced difficulties with the application, and I want to address your concerns and find a resolution for you.

               

              I've checked several posts on the community, and it looks like there have been a few reports of Fresco crashing on the iPad and Windows after the latest update. We're currently investigating the issue, and it would be really helpful if you could share the following details:

              • Share the logs by following the steps shared in this help article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html)
              • A screen recording of the problem (Windows)
              • Are you getting a Fresco crash reporter window after it crashes? If yes, please send a crash report (Check & fill in the highlighted areas in the screenshot). Also, ensure to use the same email account as your community account for quick tracking.

                 

              We appreciate your time and efforts in resolving this issue.

               

              Best regards,

              Anshul Saini

                E
                ErrantPilotAuthor
                Participant
                May 23, 2023
                Anshul,

                Thanks for the reply! My logs were attached to my original post, and no Crash Window has ever popped up when Fresco has crashed on me during startup; that was the case with v.4.4, 4.6, and 4.6.1.

                I will try to record a startup and send it along in a subsequent message.

                Vectare...
                  K
                  Kajrov
                  Inspiring
                  May 23, 2023

                  Same problem:

                  I just updated to 4.6.1 and it still crashes, Is it not time for Adobe to fix the problems they have whit diffrent APPs.
                  OS: Edition Windows 11 Pro
                  Version 22H2
                  Installed on ‎2022-‎09-‎21
                  OS build 22621.1702
                  Experience Windows Feature Experience Pack 1000.22641.1000.0
                  Device name RobbansSuperdator
                  Processor Intel(R) Core(TM) i7-9700KF CPU @ 3.60GHz 3.60 GHz
                  Installed RAM 48,0 GB
                  Device ID 5900D94E-B2E7-4A0D-95C5-4EF7C61284A6
                  Product ID 00330-80013-55772-AA129
                  System type 64-bit operating system, x64-based processor
                  Pen and touch Pen support

                  Description
                  Faulting Application Path: C:\Program Files\WindowsApps\Adobe.Fresco_4.6.1.1250_x64__pc75e8sa7ep4e\Fresco.exe

                  Problem signature
                  Problem Event Name: MoAppCrash
                  Package Full Name: Adobe.Fresco_4.6.1.1250_x64__pc75e8sa7ep4e
                  Application Name: praid:App
                  Application Version: 4.6.1.1250
                  Application Timestamp: 6377dc84
                  Fault Module Name: gemini_uwp_bridge.dll
                  Fault Module Version: 0.0.0.0
                  Fault Module Timestamp: 6466b0e1
                  Exception Code: c0000005
                  Exception Offset: 0000000000a82afe
                  OS Version: 10.0.22621.2.0.0.256.48
                  Locale ID: 1053
                  Additional Information 1: 8664
                  Additional Information 2: 8664f81ab6db73533d316b4319918baa
                  Additional Information 3: b4d5
                  Additional Information 4: b4d53c331257a6d5a9d7cbdb9bd81710

                  Extra information about the problem
                  Bucket ID: 25d841bcad59ba915190359a7cd58840 (1265570432926713920)

                   

                   

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