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Virginia27543813wku9
Participant
March 23, 2023
Answered

Fresco automatically crash when loading documents screen appear after launching the app

  • March 23, 2023
  • 10 replies
  • 2951 views

Fresco is not launching, the computer meets requirements and is updated. I also updatedFresco the version. Uninstalled and installed again but it just crushed when loading documents and automatically closes, not launching home app.

    Correct answer Anubhav M

    Hello @Virginia27543813wku9, @Ra Vashtar, @James28921898q5vn, @herr carlsson,

     

    Sorry for the delayed response, and thank you for your patience. Our team has recently released a newer version of Fresco 4.7 that may help solve the issues you're experiencing. Could you please try updating to the latest version and let us know if it improves your situation?

     

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

    10 replies

    gehna38329165qg13
    gehna38329165qg13
    Participant
    September 17, 2025

    I have the same issue. I have tried everything and it still isn't fixed

     

      _Mathéo
      _Mathéo
      Participating Frequently
      October 3, 2025

      My only advice to you would be to reinstall windows if it's easy for you to do, (not that hard in 2025 with a bootable usb)
      - Make sure you saved every file you care in a external disk or smth you wont erase in the process
      It's probably a corrupted file stuck in your system which they apparently can't do anything about..
      It's probably the fastest solution if you really need to use this software again if it dosen't resolves itself since as you can see no real help out there ...

      _Mathéo
      _Mathéo
      Participating Frequently
      October 3, 2025

      Create a new text file and rename it : Windows_license.vbs
      Open it and paste :

      Set WshShell = CreateObject("WScript.Shell")
      MsgBox ConvertToKey(WshShell.RegRead("HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\DigitalProductId"))

      Function ConvertToKey(Key)
      Const KeyOffset = 52
      i = 28
      Chars = "BCDFGHJKMPQRTVWXY2346789"
      Do
      Cur = 0
      x = 14
      Do
      Cur = Cur * 256
      Cur = Key(x + KeyOffset) + Cur
      Key(x + KeyOffset) = (Cur \ 24) And 255
      Cur = Cur Mod 24
      x = x - 1
      Loop While x >= 0
      i = i - 1
      KeyOutput = Mid(Chars, Cur + 1, 1) & KeyOutput
      If (((29 - i) Mod 6) = 0) And (i <> -1) Then
      KeyOutput = "-" & KeyOutput
      End If
      Loop While i >= 0
      ConvertToKey = KeyOutput
      End Function

      Then save it, execute it and write down your license
      Check wich version of windows you got if it's familly or professional by going:
      Open "File explorer" > [Right click on "This PC"] > Properties > Look at "Windows specifications" 

       

      Anubhav M
      Community Manager
      Anubhav MCommunity ManagerCorrect answer
      Community Manager
      June 23, 2023

      Hello @Virginia27543813wku9, @Ra Vashtar, @James28921898q5vn, @herr carlsson,

       

      Sorry for the delayed response, and thank you for your patience. Our team has recently released a newer version of Fresco 4.7 that may help solve the issues you're experiencing. Could you please try updating to the latest version and let us know if it improves your situation?

       

      Looking forward to hearing from you.

       

      Thanks,

      Anubhav

        _Mathéo
        _Mathéo
        Participating Frequently
        September 27, 2023

        That's still ain't working im on fresco 5.0 tho 4.7 didn't work either its been three months now I already made a post showing my specs with dx diag I also added the crash file


        10/2025 Edit : Why I have gave up with adobe,


        - No real support, I had to create a new account to speak with an agent by saying "Interested in buying options" to the ai chat bot because it's the only way to bring them to you now apparently 🙂 enjoy ! 


        - Drastic raise of subscription price without notifs, I had to call the DGCCRF to get my money back otherwise they would'nt care but thankfully some sort of national authority protects us from a worlwide trusted corporation lol


        - Auto-ticked option allowing the legal steal of my work in "AI training purposes" just a nice "touch" yk.


        That's it TOO GREEDY, incompetant ... Adobe get out !


        I finally feel in peace ...

        H
        herr carlsson
        Known Participant
        April 13, 2023

        Same here. That can't be true Adobe! I have to do some serious work with fresco and you are killing it and not willing/able to fix. And this is not the first time this happened after an update. 

          J
          James28921898q5vn
          Participant
          May 17, 2023

          Same. Wth

           

            R
            Ra Vashtar
            Participant
            May 17, 2023

            Sorry you're having the same issue. 

             

            I'm seriously looking for other programs with live brush capabilities because it's been almost a month and I've tried all kinds of stuff. Basically any suggestions I could find to fix it. Nothing. Even used an older version of Fresco. It worked for one day and then the problem started up again. I'm getting really tired of this to be honest. 

              Anshul_Saini
              Community Manager
              Anshul_SainiCommunity Manager
              Community Manager
              April 10, 2023

              Hi @Horge2005 @Ra Vashtar @Charlotte22843237t8ke @Saji313 @DPJ5EB9 @CitrusSwirl,

               

              Sorry for the delayed response. I understand that you are all experiencing crashes with Fresco. I can imagine how frustrating it must be to encounter such issues. In order to better assist you, could you please provide me with the following information:

               

              • Fresco and OS version with its build no.
              • CPU & GPU make & model

              • Screen Recording: If possible, could you provide us with a screen recording when the crash occurs? This will help us pinpoint the exact stage at which the crash is happening and enable us to collect relevant logs for further investigation.

               

              Thank you for your patience and cooperation.

               

              Best,

              Anshul

              S
              Saji313
              Participant
              March 26, 2023

              Still, this Crash problem exists for me.

              I re-installed.

              Checked with the cloud files sync. 

              Also updated the GPU.

               

              Still Fresco crashes for me. What to do. 

                D
                DPJ5EB9
                Participant
                March 25, 2023

                Dear Adobe, I have the same problem. After opening almost immediately comes a request to send the error, but it shuts down the app completely before i can send anything. I like to know how to proceed. Thank you! 

                 

                Best regards, 

                David

                  H
                  Horge2005
                  Participant
                  March 25, 2023

                  Hi Guys, Hello from Germany,

                   

                  i have the same problem. Not nice. Tried uninstall and re-install, no succes. The trial of the insallation of an older version does not work (faile during the installation process). Tried different N-Vidia drivers, no success. This thing is not working... 😞

                    C
                    CitrusSwirl
                    Participant
                    March 25, 2023

                    Same here. Immediate crash. Apparently I am missing a .dll file that is stoppping the program from launching-- no fixes have worked, including uninstalling/reseting/repairing. 

                      C
                      Charlotte22843237t8ke
                      Participant
                      March 24, 2023

                      Dear adobe team, I have the same issue. Fresco 4.4.0 worked until a week ago, now i can't get past the launching page. It just closes. Please advise! 

                      Charlotte

                        Anshul_Saini
                        Community Manager
                        Anshul_SainiCommunity Manager
                        Community Manager
                        March 24, 2023

                        Hi @Charlotte22843237t8ke,

                         

                        Sorry to hear that you are also having trouble with launching Fresco. Have you tried resetting the app as suggested above after checking & ensuring that all your work is synced online? Also, please ensure that your GPU driver is up-to-date.

                         

                        If the issue persists, could you please share the logs by following the steps shared in this help article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html)?

                        Looking forward to your response.

                         

                        Thanks,

                        Anshul Saini

                        S
                        Saji313
                        Participant
                        March 26, 2023

                        My GPU driver is up to date. The problem is still there. 

                         

                          Anshul_Saini
                          Community Manager
                          Anshul_SainiCommunity Manager
                          Community Manager
                          March 24, 2023

                          Hi @Virginia27543813wku9,

                           

                          We understand how frustrating it can be to experience crashes. Would you mind checking if all of your work is synced online (https://assets.adobe.com/cloud-documents)? If yes, please try resetting Fresco (https://support.microsoft.com/en-us/windows/repair-apps-and-programs-in-windows-e90eefe4-d0a2-7c1b-d...) and share your observations.

                           

                          If the issue persists, kindly share the logs by following the steps shared in this help article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html), so we can check it with the team.

                           

                          Looking forward to your response.

                           

                          Thanks,

                          Anshul Saini

                          R
                          Ra Vashtar
                          Participant
                          March 27, 2023

                          I'm having the same issues. Goes to the "loading documents" page and crashes. updated everything. Uninstalled and reinstalled. Nothing is working. Is a Fresco update going to roll out soon? I'd like to be able to use the program again, but can't get it to work at all.

                            Sjaani
                            Community Expert
                            SjaaniCommunity Expert
                            Community Expert
                            March 23, 2023

                            Can you check firstly that you have DirectX 12.1 if that is not the correct version there always seems to be difficulty with the app.

                              H
                              Horge2005
                              Participant
                              March 25, 2023

                              Hi Sjaani,

                              Windows is automatically updating Direct X. Since long time ago there is no longer need to update manually newer direct x version. I have the same problems. All my drivers up to date, all my windows up to date, all adobe apps up to date. Clean registry, clean installation. Stupid restarts and re- insatallations. Older versions and what the heck else. A pitty with this finicky software. Sorry. Wanted to show some drawings to my nephew this weekend.... 

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