Adobe Animate Crash in W10 x64 April update

[tikyta]

Hey! maybe someone could help me, I have a huge issue.

When I tried to start adobe animate after a few seconds, it's closed.

Doesn't show any error. Just crash.

I tried a clean install, delete everything and reinstalled the program.

I used cloud cleaner too.

I tried in another account, nothing always the same issue. I'm desperate.

This happens after the april windows update.

I already tried give it full permission and run the trobleshooting tool.

I tried too force start in high perfomance in my nvidia settings. NOTHING! always crashed.

Any clue? I appreciate any help!

Thanks!

The event viewer said that this is the cause...

Animate.exe

18.0.1.115

5a25e825

KERNELBASE.dll

10.0.17134.1

701ca188

e06d7363

000000000003f218

2e5c

01d3ec03ef1b18f9

C:\Program Files\Adobe\Adobe Animate CC 2018\Animate.exe

C:\WINDOWS\System32\KERNELBASE.dll

			14c9bb96-c39b-4129-9f5d-ee9c22a09358

[tikyta]

Thanks Preran!

[Preran]

Hi everyone,

The team will be uploading builds to collect logs that will help them better understand what the underlying issue is all about.

It would be very helpful for us if you could send me your email IDs over a private message so that we can contact you when the builds are live for testing. While it is not mandatory for you to participate in testing the builds, it would help the team identify and fix the issue. To send your email IDs to me privately, click my profile name or picture and use the Message button.

Apologize for the fact that this is taking longer than what you expected, but I know that the product team is doing its very best to get this sorted at the earliest.

I am marking my answer as correct temporarily so that users that visit this post know what to do to help us solve this issue. I will unmark my post as soon as we have a better answer in place. Thank you for understanding.

Thanks,

Preran

[tikyta]

Done Preran!

[Preran]

In the time that the build is ready, the team requests you to try the following and let us know if it helped

- Restore default font settings via Control Panel->Fonts->Font settings->Restore default font settings button, and then restarting the machine

- If you have many fonts installed on your computer, try uninstalling a few that you do not need immediately (while ensuring that you have a backup copy)

Also, let us know if you are on a system with less than 2 GB RAM.

Also, if you could send me your crash dump file over a private message, that would help us a lot.

I would highly appreciate you reporting the results of your finding here. It will help us quickly isolate the issue.

Thanks,

Preran

[tikyta]

Hey Preran! doesn't work for me.

In Event viewer shows the same error...

Faulting application name: Animate.exe, version: 18.0.1.115, time stamp: 0x5a25e825

Faulting module name: KERNELBASE.dll, version: 10.0.17134.1, time stamp: 0x701ca188

Exception code: 0xe06d7363

Fault offset: 0x000000000003f218

Faulting process id: 0x49c0

Faulting application start time: 0x01d3ff87da6f2743

Faulting application path: C:\Program Files\Adobe\Adobe Animate CC 2018\Animate.exe

Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll

Report Id: 6c232cb3-66a2-4c34-a985-2cf141f6212e

Faulting package full name:

Faulting package-relative application ID:

[tikyta]

Hey Preran! I tried again and uninstalled more than 2000 fonts and now opens!!!!

in the meantime works just with a few fonts!

It is a big clue to finally solve the issue!

Thanks for the advice!

[Preran]

Glad to hear that. I have shared your information with the product team. This should help them get to the root of the problem.

Thanks,

Preran

[Paulenty54]

It really helps! Thank you so much!

[ömery98286934]

I try everyhing but still not working. Does anyone find a solution?

[tikyta]

Hi, today I talked with Adobe and they found the solution to the issue.

I think they release the patch very soon.

The good news is looks that the problem has been solved.

Anyway Preran can tell you more.

[Preran]

It does look like the team has identified the issue. They are working towards releasing a build as soon as possible (I would give it a couple of weeks, but don't hold me to that).

[ömery98286934]

i hope they publish patching fastly.   Thank you.

[josém19236839]

Waiting for the patch too

[itg1543315]

Need patch too,  Our users complain to me every day ....

[Preran]

The team understands the urgency. They have managed to identify the issue and fix it in an internal build. The update should be available very soon, around the second week of July, if everything goes right. We will update this forum post as soon as the build is live.

Appreciate your patience and apologize for the inconvenience meanwhile. I thank all people on the forum that have shared information we requested for and helped us track down the issue.

Thanks,

Preran

[Joe Sparks]

I fixed my Animate CC on Windows 10 by reducing my number of installed fonts to below 1000 (I had 1800 installed).

I'm sure most of you heard this by now, but just in case you now might have a workaround. Thanks goodness because I've been able to resume my remastering of all my old flash cartoons "Radiskull & Devil Doll" and Dicky & Jackie.

[josém19236839]

The official update worked thanks very much

[Mohanaraj · Accepted solution]

Hi -

Just want to let you all know that we have released an update today to address the crash on launch issue that got introduced with Windows 10 update 1803 if more than 1677 fonts are installed. Please update your copy of Animate CC to the latest using Creative Cloud desktop application to avail the fix.

Please refer to https://helpx.adobe.com/animate/kb/animate-cc-crashes-on-windows-10.html KB article for more details.

Thanks to all those who have helped us identify the root cause of this issue!

Thanks!

Mohan