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jeremierousseau
Known Participant
August 26, 2023
Question

Fresco 4.8 crash when I try to open or create a document

  • August 26, 2023
  • 1 reply
  • 301 views

Hi, 
Since few weeks fresco is crashing continuously chen I try to open a document or create a new one. I can open the app, but I stuck on the home page because when I when to open something it crash (even with the tutoral document). 
I alrready try to reinstall the app, but the probleme is the same. And it start with the 4.7.1 version, the 4.8 update didn't solve the problem.
Do you have any through to solve this ?

This topic has been closed for replies.

1 reply

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
August 28, 2023

Hello @jeremierousseau,

 

Thank you for bringing up the issue you're facing with Fresco crashing when attempting to open or create a document. I understand how frustrating it can be when your creative workflow is interrupted, and I'm here to assist you in resolving this matter.

 

To better understand and address the issue, I have a few questions:

  • Could you kindly share information about the operating system you're using (iOS, iPadOS, or Windows) and any specific device details? This will help us understand the context of the issue and whether it might be related to a particular platform.
  • If possible, could you share the crash report via DM using the steps in this article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html) or any error messages that you receive when Fresco crashes? These logs can provide valuable insights into what might be causing the crashes and help us diagnose the problem more effectively.
    For iOS/ iPadOS: Open Settings app > Privacy & Security > Analytics & Improvements > Analytics Data. You will see file names like "JetSam-2023-01-03-083327.ips" (2023-01-03 is the date in the log & 083327 is the time). Please share the latest crash file.

I'm here to support you throughout this process, and together, we'll work toward resolving the issue so you can continue using Fresco smoothly.

 

Best regards,
Anshul Saini

J
jeremierousseauAuthor
Known Participant
August 28, 2023

Hi Anshul, 
I completly forgot to give the information on my device. I'm on W11 22h2
Processeur 11th Gen Intel(R) Core(TM) i9-11900H 
RAM 16,0 Go
Nvidia GeForce RTX3050Ti Laptop GPU, drivers version 537.99 Studio
I Send you in DM the crash report collected by the log collector. 
Btw, I just discover that I can open the files when I launch them via the creative cloud desktop app (in the files menu). Here fresco don't crash. But when I lauch the files directly in the fresco app, it still crash. 
I don't see any error code. 
Tell me if you need more infos. 
Thanks 
Jérémie

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
August 29, 2023

Thank you for providing the information about your device, @jeremierousseau. I appreciate your efforts in sharing the crash report as well.

It's interesting to note that you're able to open files when launching them via the Creative Cloud desktop app without any crashes, but the issue persists when directly launching files from the Fresco app itself.

I've logged a ticket with the Fresco product team to investigate this further. Please rest assured that our team is dedicated to resolving this issue for you.

 

If there are any additional developments or steps to take, I'll make sure to keep you updated promptly. Your patience and cooperation are greatly appreciated as we work toward resolving this matter.

 

Best,

Anshul Saini

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