Animate CC 2017.5 crashes on launch page

[AmericanTrailMix]

I'm attempting to run a trial of Adobe Animate CC, but the program always attempts to start by asking me to sync my settings. Of course, whether or not I do so, if I close that box and reach the launch page, the program immediately hangs and crashes. I've tried every suggested fix I can find with no results.

Help would be greatly appreciated.

[kglad]

reset your preferences -

http://helpx.adobe.com/flash/kb/re-create-preferences-flash-professional.html (or remove Win:  C:\Users\<username>\AppData\Local\Adobe\Animate CC 2017\ and C\Users\<username>\AppData\Roaming\Adobe\Animate\2017\ :: Mac:   /Users/<username>/Library/Application Support/Adobe/Animate CC 2017/ and  /Users/<username>/Library/Preferences/Adobe/Animate/2017/)

[AmericanTrailMix]

Thank you for the suggestion, but unfortunately I've already tried this. The problem persists regardless.

[kglad]

did you delete your preference files or otherwise confirm you successfully reset them?

[AmericanTrailMix]

I'm fairly certain I did, yes. I should also note that I haven't gotten the program to function properly a single time so far.

[Preran]

Sorry to hear that. Will do my best to help. Please send me your Adobe ID, location, and phone number over a private message. Also share the URL to this forum post. To send a private message, click my picture and use the message button.

Thanks,

Preran

[AmericanTrailMix]

I just found something, can it help?
If I click the "open" tab fast enough, it opens the, well, opening window and displays these errors:(this one appears around 10 times)
(same as above)

I hope this could help maybe??

[kglad]

your operating system is on the d drive??

[AmericanTrailMix]

yes. I can't exactly fix it. Is that possibly a reason why it's crashing?

[kglad]

if animate is installed on your d drive that's probably ok.  is it?

[GoryGreg]

I think there are potential problems installing on a D drive and not your designated C drive in Windows.

I did a quick read and it mentions paths can get messed up but the big thing was the registry. I only checked because I think I once tried to install a program on an external drive and had problems.

Can you not put it on the C drive or is that out of the question?

But I could be totally wrong and would like to know if so, as this was years ago.

[AmericanTrailMix]

It's out of the question, unfortunately. I'd have to find a workaround if this is the issue.

[Colin Holgate]

He had also said that the operating system is on the D drive. Having the OS on the D drive and Animate on the C drive ought to be as much of a problem as the reverse. You would think that the OS and applications both being on the D drive should work.

Couple of thoughts, what happens if you disable CC synching, does that stop the crash from happening? You do that in the CC menu, preferences, creative cloud, files section. While you are there, what Folder Location is set? Just checking in case it's pointing to somewhere that doesn't exist.

[AmericanTrailMix]

I can't even enable syncing in the first place; every time i attempt to boot the program that menu opens and closing it causes Animate to hang and then crash.

[Preran]

Please send me your Adobe ID, location, and phone number over a private message along with a link to this post. We will get in touch with you for investigation.

Thanks,

Preran

[AmericanTrailMix]

i don't mean to be rude, see, but the issue here is that i don't have a phone number.

[Colin Holgate]

Adobe have Connect. With that you can text chat or even speak using your computer, if it has a microphone. You can also screen share so they can see what you are doing.

[Preran · Accepted solution]

The reason I ask for your phone number is because I need that to fill up the case form. If you contact Adobe using the chat option on this page Contact Customer Care you do not need a telephone number.

[qwertymom]

I too have been having similar problems recently which started months ago. Were you able to find a solution to it??