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julie297211417g67
Participant
May 3, 2023
Question

Fresco v4.4 keeps crashing on windows surface pro 7

  • May 3, 2023
  • 1 reply
  • 794 views

I just installed an updated version of fresco, previous ones worked fine.

Since I did this updated, it keeps crashing when I try to open an existing file or a new document.
I tried several of the things that was suggested in previous conversation
Ctlr + Alt+ R in CC

No virus

I updated my drivers (especially graphics)

I tried to install the previous verison available (same thing)

I have enough space and RAM

What is the solution?

 

    This topic has been closed for replies.

    1 reply

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    May 5, 2023

    Hi @julie297211417g67,

     

    We're sorry to hear that you're experiencing crashes with Adobe Fresco on your Windows Surface Pro 7. We understand how frustrating it can be when software crashes. We apologize for any inconvenience this may have caused you.

     

    Our team is aware of it and currently investigating the cause. In the meantime, we recommend using an earlier version of the software, such as version 4.3, until the next release, which is scheduled to come out in May.

     

    We appreciate your patience while we work on resolving this issue, and please don't hesitate to reach out to us if you have any further questions or concerns. We're here to help you.

     

    Best,

    Anshul Saini

    richardn60739631
    richardn60739631
    Participant
    April 7, 2024

    I am having the same issues as stated above. I have tried all that was stated and it doens't matter what I do it crashes. Sometimes 3-5 times in the span of 5 minutes. Also using a microsoft surface book 2. What do I do to fix this?

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    April 8, 2024

    Hello @richardn60739631,

    We understand how frustrating it can be to experience crashes. Would you mind trying to update the OS(https://adobe.ly/43SLyzC) and Fresco(https://adobe.ly/4ardVHx) 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/4atrqqe) and check if it helps.

     

    Additionally, check if all of your work is synced online (https://adobe.ly/3xqoP1F). If yes, please try resetting Fresco (https://adobe.ly/3PRfkP6...) and share your observations.

     

    If the issue persists, kindly share the logs by following the steps shared in this help article (https://adobe.ly/3vKiayI) so we can check it with the team.

     

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

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