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dav.pixmaker
Participant
November 9, 2021
Question

Fresco is crashing on editing mask

  • November 9, 2021
  • 2 replies
  • 426 views

Hello. I don't understand why Fresco is crashing when editing mask. It's doing every time on windows version on two different computer.

 

Thanks a lot

    This topic has been closed for replies.

    2 replies

    V
    Viola22784062uc9u
    Participant
    January 22, 2022

    Hi there, 

     

    I have the same problem. Whenever I try to edit / create a mask, Fresco crashes on a windows system (21H2, Intel Core i7, 16GB, SSD, Nvidia P2200, dxdiag shows no errors)

    It happens on every file, even on a blank, newly created one. 

    Pleas help. 

    Thanks, Viola

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    November 9, 2021

    Hi there,

     

    We are sorry about the crashing! There could be multiple reasons behind these crashes, which we are trying to identify.

    Does the crashing happen while editing the mask in a specific file? If yes, could you please share the document with us? You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link. Also, share the screenshot highlighting which object/layer this is.

     

    Additionally, please share the DxDiag file from your system. Steps are shared here (https://support.microsoft.com/en-us/windows/open-and-run-dxdiag-exe-dad7792c-2ad5-f6cd-5a37-bf92228d...).


    And Share the files from the following location: (Most important)
    C:\Users\<Your User Name>\AppData\Local\Packages\Adobe.Fresco_pc75e8sa7ep4e\AC\Temp\NGL

     

    This will help us troubleshoot this issue and assist you accordingly.

     

    Thanks & Regards,

    Anshul Saini

      M
      Matthias999
      Known Participant
      January 9, 2022

      I got the same problem. Fresco crashes already, when I create an empty mask. I reported it a while ago, but got no response from you at all.

      I use a Surface Pro 7, i7 with 16 gb RAM. Windows 10.

      In the meantime I am really annoyed, as a long time Adobe customer. Such a high priced product and a long time error and no support at all.

      Anshul_Saini
      Community Manager
      Anshul_SainiCommunity Manager
      Community Manager
      January 10, 2022

      Hi there,

       

      Sorry to hear about your experience. This is not the experience we want you to have. I would request you to share the details as asked above. Looking forward to your response.

       

      Regards,

      Anshul Saini

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