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Animate Crashes on File Load

Community Beginner ,
Apr 14, 2023 Apr 14, 2023

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I teach a high school animation class and we run Adobe CC on all of our computers (Dell Precision 3650 with 11th Gen Intel I5, 16 GB RAM, and NVIDIA T1000 Video Card). This week they all started crashing as soon as someone tries to open any file on Animate. We tried updaitng, uninstalling/reinstalling, removing preferences, and restoring previous versions of the app. The strange thing is that sometimes one fix would work and other times it wouldn't. And sometimes none of them work. Even when it does work, sometimes an older version of Animate will now crash when we try to export H.264 or when we try to import MP3. All of our other CC Aps (Photoshop, Acrobat, and Illustrator) are working just fine.

There really seems to be no rhyme or reason for the issue.

Please help!

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Community Expert ,
Apr 14, 2023 Apr 14, 2023

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are all the conputers identical? ie os, other software?

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Community Beginner ,
Apr 17, 2023 Apr 17, 2023

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They are all identical and set up using a cloned image. Animate has been working fine for about 6 months and now suddenly all the problems.

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Community Expert ,
Apr 15, 2023 Apr 15, 2023

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When you uninstalled, did you use the Adobe Cleaner before reinstalling? I'd suggest this on one computer to see if it is solving the problem of some corrupt file that has remained even after uninstalling. Cleaner is available at:
https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

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Community Beginner ,
Apr 17, 2023 Apr 17, 2023

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Thanks. I'll give it a try.

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Community Beginner ,
Apr 20, 2023 Apr 20, 2023

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Nope 😞

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Community Expert ,
Apr 20, 2023 Apr 20, 2023

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i suspect this isn't practical, but if you could backup data, restore that clonethen restore your data, you should be up and running until one of your updates breaks your adobe programs allowing you to pinpoint the problem and give you a better chance of finding a solution.

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Community Beginner ,
Apr 20, 2023 Apr 20, 2023

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I think that's probably our next step.

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Community Expert ,
Apr 20, 2023 Apr 20, 2023

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if you have an extra computer available, it would be a zero risk troubleshooting step.

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Community Beginner ,
Sep 29, 2023 Sep 29, 2023

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That didn't work either. It did for a while, but then the same issues began to prop up again.

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Community Expert ,
Apr 15, 2023 Apr 15, 2023

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Could be and OS issue.

 

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Community Beginner ,
Apr 17, 2023 Apr 17, 2023

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We tried installing Windows updates and updating the Video Card driver. Neither seemed to fix the issue.

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Community Expert ,
Apr 20, 2023 Apr 20, 2023

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thats really weird. what about an older version of Adobe Animate?

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Community Beginner ,
Apr 20, 2023 Apr 20, 2023

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Tried almost all of the available versions. Sometimes it works, but most of
the time it doesn't. Going to try to do a complete reimage on one of the
machines and see what happens.
*Wind Lothamer*
he/him/his
Digital Arts
West Linn High School

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Explorer ,
Sep 29, 2023 Sep 29, 2023

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Same issues - All imaged Comm Tech computers in my school board.
New PCs, updated windows 11, most current drivers, most current version of Animate.
Have tried clean re-installs of EVERYTHING.
Have ensured AdobeCC user accounts loggedin PRIOR to launching Animate.

Have tried launching from AdobeCC Desktop App "OPEN" button to ensure it's not an account issue.

2017 reports of firewall settings causing crashes. 
No pattern noted for the crashing. 
Will try removing from our network.
Will try a base Windows 11 image with NO school board image and settings and NOT on board network.
Have viewed the crash report details... Will attach.
My teachers will need ANIMATE to be solid very soon in this semester. 
Please elevate this issue. 30 highschools looking for a good animation software and we pay for AdobeCC for all our secondary students taking Comm Tech / Digital Arts.
Thanks

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Explorer ,
Sep 29, 2023 Sep 29, 2023

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<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.5" clientVersion="4.8.0.5" applicationName="Adobe Animate" applicationVersion="23.0.2" build="23.0.2.103" source="Windows-Client-WER" crashType="n/a">
<time year="2023" month="9" day="29" hour="12" minute="41" second="58" timeoffset="-300" timezone="Eastern Daylight Time"/>
<user guid="40b57a19-da7e-4070-b558-ea483e737be1"/>
<system platform="Windows 10 Education" osversion="10.0" osbuild="22621" applicationlanguage="en-us" userlanguage="en-CA" oslanguage="en-US" ram="16072" machine="13th Gen Intel(R) Core(TM) i7-13700" model="Intel64 Family 6 Model 183 Stepping 1" cpuCount="24" cpuType="8664" cpuFreq="2112 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 770" description="Intel(R) UHD Graphics 770" driverDate="20230615000000.000000-000" driverVersion="31.0.101.4502" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_8086&#38;DEV_A780&#38;SUBSYS_0BCC1028&#38;REV_04&#92;3&#38;11583659&#38;0&#38;10" installedDisplayDrivers="&#60;&#62;,igd10iumd64.dll,igd12umd64.dll"/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Advanced Micro Devices, Inc." adapterRAM="4080 MB" caption="AMD Radeon RX 6500" description="AMD Radeon RX 6500" driverDate="20230604000000.000000-000" driverVersion="31.0.12020.4003" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_1002&#38;DEV_743F&#38;SUBSYS_00411028&#38;REV_C3&#92;6&#38;1FFC3469&#38;0&#38;00000008" installedDisplayDrivers="amdxc64.dll,aticfx64.dll"/>
</gpu>
<crash exception="EXCEPTION_HEAP_CORRUPTION" exceptionCode="0xc0000374" instruction="0x00007FFE9669C319">
<backtrace crashedThread="0">
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<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>
ERROR_HB_UNABLE_TO_LOAD_DLL
</hbLogSessionDllStatus>
</crash>

<sessionId>
494d69f5-3c9c-4394-b121-50d997c7766b
</sessionId>
</crashreport>

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Nov 14, 2023 Nov 14, 2023

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I faced the same issue with Windows 11 Enterprise and Animate v24

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Community Expert ,
Nov 14, 2023 Nov 14, 2023

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LATEST

 

if the problem is with all files, remove your preferences:

 


uninstall animate, including preferences, per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

restart your computer and reinstall

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Community Beginner ,
Oct 18, 2023 Oct 18, 2023

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We are having the same issues in our two labs with HP PCs and Intel uhd graphics 630 cards.

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Community Expert ,
Oct 18, 2023 Oct 18, 2023

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@Lisa32834268qhru 

 

do you have a teams or enterprise or education license?

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Community Beginner ,
Oct 19, 2023 Oct 19, 2023

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We have an education license.  There are certain files which work on other PCs (same OS, dif chips), but crash on the Intel UHD graphics 630 cards.  Any troubleshooting help would be appreciated.  We are using the latest graphics driver (31.0.101.2115), have reinstalled Animate (version 2023 - Windows 10) and deleted local profiles with the same results.

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Community Expert ,
Oct 19, 2023 Oct 19, 2023

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short of reformatting and reinstalling the minimal software needed, i don't know how to fix the problem or confirm it's a hardware problem.

 

you could contact your adobe support person and see if they can connect to a problematic computer or have you run a report that would help.

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Community Beginner ,
Oct 19, 2023 Oct 19, 2023

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I am able to open the file(s), but I can't publish it or Test Movie for either Flash or SWC.  It freezes at 50% and I get the same error as above.

</dumpType>
<hbLogSessionDllStatus>
ERROR_HB_UNABLE_TO_LOAD_DLL
</hbLogSessionDllStatus>
</crash>

 

TIA for any help.

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New Here ,
Oct 19, 2023 Oct 19, 2023

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Due to same issues of Shockwave and Flash are no longer available and had to play flash games and other things You will need to check out like HTML5 support for compatibility of flash players


Sent from Outlook for iOS<>

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