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Qyrstyn_Art
Participant
Dec 8, 2022 12:28 AM UTC
Question

[Performance] Fresco on Windows - Crash on launch

I'm running Fresco on my Windows x64. I'm also a first-time user; just downloaded the app today and I'm not able to open it long enough to run it or interact with it at all. It immediately crashes after "loading documents" (which there are none because I've never used the app). I have tried uninstalling/reinstalling, updating drivers, restarting, etc. Nothing has worked to resolve this issue. Please help! I am paying for this and it's frustrating that I can't open it long enough to use it.

 

Thanks!


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    5 replies

    Community Expert
    Nick GioiaCommunity Expert
    Community Expert
    Jan 6, 2023 1:40 PM UTC

    Have you tried updating the software? I believe there has been a new release in the past couple of weeks.

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    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    Jan 6, 2023 9:35 AM UTC

    Hi @Qyrstyn_Art,

     

    We are sorry for the crash. There could be multiple reasons behind these crashes. Would you mind sharing the system specs and the DxDiag file? Steps are shared here ( https://support.microsoft.com/en-us/windows/open-and-run-dxdiag-exe-dad7792c-2ad5-f6cd-5a37-bf92228d... ).

     

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

     

    Thanks,

    Anshul Saini

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      Community Expert
      DaveJCummingsCommunity Expert
      Community Expert
      Dec 9, 2022 11:29 PM UTC

      I'm sorry to hear that! How much RAM does your device have?

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      Qyrstyn_ArtAuthor
      Participant
      Dec 10, 2022 2:30 AM UTC

      16 GB overall, with 15.6 usable.

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      Imaginerie
      Community Expert
      ImaginerieCommunity Expert
      Community Expert
      Dec 8, 2022 3:52 PM UTC

      Argh, that's a pain!
      Can you share your computer specs with us, in case it's a computer issue?

      Also, check if you are connected with CC (basically connected to internet with your creative cloud active/signed in)

      for the specifications: here are the system requirements (scroll down to "windows" and see if it fits.)
      https://helpx.adobe.com/uk/fresco/system-requirements.html

      You can also check if your billing info on your Adobe account is up to date (right card, right expiration date etc..)
      It may sound crazy, but believe me on this last one, I've been there 😁

      Hope it gets resolved!

       

       

       

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