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Dynamic_Glimpse5E92
Participant
April 17, 2020
Question

Immediate crash when opening fresco

  • April 17, 2020
  • 1 reply
  • 2806 views

Hi!

I have a student account, full creative cloud, and I have installed Fresco several times in an attempt to use this app (Surface Pro 5). I've also relaunched CC, and my computer, and I still have the same message: "An error has occured, please restart Fresco to continue". I click OK, and it just reopens and gives same error message. Any tips on where to go from here? I've also uploaded through the LogCollector Portal.

Many thanks!

    This topic has been closed for replies.

    1 reply

    Sjaani
    Community Expert
    SjaaniCommunity Expert
    Community Expert
    May 8, 2020

    Check the additional requirements for the device to make sure you've got everything required and up to date.

    F
    feykungz
    Participant
    November 6, 2020

    Hi, @Sjaani I same problem here. an error has accoured and" I've restart fresco also restart adobe Creative cloud, method 2. uninstall and install again, method 3 Instal Adobe LogCollector. Method 4 Sign out and sign in to another account... and all method is not working. [email address removed for privacy] I've buy subsciption for photoshop and Illustrator also I'm using most compatible HP Spectre X360 late 2019 buy why Fresco so ugly?

    Sue Garibaldi
    Community Manager
    Sue GaribaldiCommunity Manager
    Community Manager
    November 6, 2020

    Hi Fey. 

     

    I removed your email address from your  post (please don't post personal information on this public forum). 

     

    I'm sorry the app is crashing.  I have a couple of questions:

    Is this a recent occurrence? Was the app crashing using previous versions?

     

    And omething I'd like you to try:

    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 after relaunching the app is still crashing, please share two things:

    * Your device logs. It's quite easy; the steps are here: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

    * And the output of dxdiag of your system? On your system:

    Choose Start, type dxdiag in the Search text box, and then press Enter.

    Note: If you receive the message "Do you want to allow DxDiag to check if your drivers are digitally signed?" click Yes.

    In the DirectX Diagnostic Tool, select the Save All Information

    Save the file on your PC and email it to the Fresco team at "frescohelp at adobe dot com".

     

    Those will help the engineers troubleshoot.

     

    Sue.

     

     

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