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Kayla356577389t7s
Participant
Mar 9, 2024 6:49 AM UTC
Question

Fresco Crashes When Opening A Canvas

Whenever I open a canvas on Fresco (of any size) the program crashes. I use Windows 11 and my device is up-to-date. I have tried to uninstall and reinstall Fresco but that doesn't fix the issue. I have attached a video of my crash so hopefully that helps.

How can I fix this issue?

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    3 replies

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    Mar 11, 2024 2:23 PM UTC

    Hello @Kayla356577389t7s,

    We understand how frustrating it can be to experience crashes. Would you mind trying to update the OS(https://adobe.ly/3wRgsMg) to the latest version and checking if it helps? Also, try the following steps and share your observations:

    1. Go to Creative Cloud Desktop Application

    2. Press Ctrl+Alt+R

    3. It will show a dialog to Relaunch

    4. Click Continue and wait for 2-3 minutes

    5. Launch Fresco

     

    Also, kindly reinstall the GPU drivers (Intel / NVIDIA / AMD) and set the Graphics Preference to High-Performance for Fresco (https://adobe.ly/43eCnci) and check if it helps.

     

    Additionally, check if all of your work is synced online (https://adobe.ly/3PhQqb8). If yes, please try resetting Fresco (https://adobe.ly/48P1rHV...) and try running Fresco under a different administrator account (Windows / macOS) and share your observations.

     

    If the issue persists, kindly share the logs by following the steps shared in this help article (https://adobe.ly/48JJoTH) so we can check it with the team.

     

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

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    Kayla356577389t7sAuthor
    Participant
    Mar 11, 2024 7:47 PM UTC

    I have shared the logs, if you need them sent through the forums please let me know. I would like to get this issue sorted ASAp so please keep in contact.

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    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    Mar 15, 2024 11:12 AM UTC

    Hello @Kayla356577389t7s,

    Thanks for sharing the details. Could you kindly confirm if this problem occurs when working with new files as well? Also, kindly confirm if the steps shared above helped resolve the problem?


    Looking forward to hearing from you.

    Thanks,

    Anubhav

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