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Garret23153930g0vr
Participant
September 19, 2023
Answered

Fresco iPad - freezing and crashing

  • September 19, 2023
  • 2 replies
  • 1844 views

Opened up fresco today on my ipad and noticed anytime I tried to open the pixel brushes window to change a brush the app would crash. Deleted and reinstalled and it fixed that issue. But now after one stroke with a library brush the app just freezes. Tried deleting and reinstalling again, but I'm still having the issue.

 

Note: Renamed by Mod

    Correct answer Anubhav M

    Hello @Garret23153930g0vr,

     

    We're sorry for the trouble. Would you mind sharing the crash report so that we can investigate this further:

    • Open iPad Settings > 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). Ensure you share the recent log file after the crash by looking at the timestamp.
    • Upload the file to (https://assets.adobe.com/files) or any other file-sharing service like Google Drive/OneDrive/Dropbox, etc., and share a link to the file here or via DM.

     

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

    2 replies

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    September 19, 2023

    Hello @Garret23153930g0vr,

     

    We understand how frustrating it can be to experience crashes in Fresco, especially in the middle of work. Would you mind updating the OS and the Fresco app to the latest version and checking if it helps?

    (https://support.apple.com/en-us/HT204204), (https://support.apple.com/en-us/HT202180)

     

    Also, kindly check if all of your work is synced online (https://assets.adobe.com/cloud-documents). If yes, try deleting Fresco, restarting your device, and then reinstalling the app to check if it helps.

     

    If the issue persists, kindly share the crash report so that we can investigate this further:

    • Open iPad Settings > 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). Ensure you share the recent log file after the crash by looking at the timestamp.
    • Upload the file to (https://assets.adobe.com) and share a link to the file here or via DM.

     

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

      G
      Garret23153930g0vrAuthor
      Participant
      September 20, 2023

      I'm still having the issue on iPad os 17. So I've had the issue on both 16 and 17. Reinstalling the app doesn't help either. Also, I can not upload that file to creative cloud, I get "file type not supported."

      Anubhav M
      Community Manager
      Anubhav MCommunity ManagerCorrect answer
      Community Manager
      September 29, 2023

      Hello @Garret23153930g0vr,

       

      We're sorry for the trouble. Would you mind sharing the crash report so that we can investigate this further:

      • Open iPad Settings > 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). Ensure you share the recent log file after the crash by looking at the timestamp.
      • Upload the file to (https://assets.adobe.com/files) or any other file-sharing service like Google Drive/OneDrive/Dropbox, etc., and share a link to the file here or via DM.

       

      Looking forward to hearing from you.

       

      Thanks,

      Anubhav

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        September 19, 2023

        in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

        p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.



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