Skip to main content
Eh_Chromatic
Eh_Chromatic
Participant
February 15, 2020
Question

Fresco Crashes while 'loading documents' on launch on Surface Pro 6

  • February 15, 2020
  • 1 reply
  • 3107 views

Since I installed the full version for school on my i7 Surface Pro 6, it crashes 9/10 times (or so) right after launch when "loading documents". There is no interaction between the launching of Fresco and this crash. I have been trying to troubleshoot this for weeks off and on, and now it is directly impacting my school work. It will happen with or without an online connection, ac or dc, etc. To be clear, it is NOT the 'switching brushes' issue others are having on their Surface, but some other fun one I haven't seen on the forums. I'm not sure if relevant, but when it is trying to load docs right before the crash. the cloud icon (near the upper right) is greyed out (compared to the icon next to it). 

 

    This topic has been closed for replies.

    1 reply

    RohitGuglani
    Adobe Employee
    RohitGuglani
    Adobe Employee
    February 15, 2020

    Hello,

     

    Thanks for reaching. Kindly share the logs from your system to look into the issue. Here are the steps:

    https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

     

    Regards,

    Rohit

      Eh_Chromatic
      Eh_ChromaticAuthor
      Participant
      February 15, 2020

      Hello,

      They were uploaded actually right before i made this post; as I knew where this was going. Now if that means to reply on the forum with an upload of my .zxp log, I didn't see an attachment option... 

        Rohit Guglani
        Adobe Employee
        Rohit Guglani
        Adobe Employee
        February 18, 2020

        Hello,

         

        We have received the logs and analysed. It seems Fresco is unable to communicate with the required Creative Cloud component. Kindly perform these steps and share the results:

         

        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

         

        If this doesn't fix the issue, please share the new logs. 

         

        Thanks,

        Rohit

          Terms & ConditionsAccessibility statement
          Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices