Animate won't launch.

[dinsyp]

Hi People,

Have many of the other Adobe CC apps installed on my Lenovo P1 Gen 5 (Windows 10 Enterprise) which all work well, but while I can get past the launch screen, Animate stalls with spinning circle. I've tried launching in Admin mode, checked the app permissions, and now I'm baffled. As my laptop is an enterprise device, I can't turn the firewall or the virus checker off as indicated in a help article.

Any advice?

Andrew

[kglad]

remove your preferences:

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

then update your cc desktop app

then install animate using the cc desktop app.

[dinsyp]

Thanks. Done those twice. The Desktop app is automatically updated as well. Is animate reaching out to the internet when loading - wondering if one of our security apps is blocking it.

[kglad]

does your cc desktop show install or trial for animate?

[dinsyp]

Install

[kglad]

then no, you're already connected and animate doesn't need to reconnect.

however, suspending your av and firewall during install would be a reasonable step to see if the install will then complete.

[dinsyp]

Thanks. I was dreading that as I don't have access to do that and I need to find out if our tech support can.

[kglad]

are you using a vpn?

[dinsyp]

In a large organisation with IT controlled av and firewalls.

[kglad]

ok. 

did your plan administrator supply your cc desktop app?

[dinsyp]

Initially but it was the version downloaded from the Adobe site, and updated several times after it was installed. I have many other apps installed and running without problems. Going to escalate with our IT people.

[kglad]

ok.  keep this updated, if you have time.

[dinsyp]

An update of sorts. Installed Animate on my personal Intel based Mac although the first time running, it crashed. But subsequent openning without problems. Several IT support calls to try to work out why it won't run on my work Intel PC - likely cause is its reaching out someone where and the firewall isn't allowing it to go there. My Mac is running a firewall and the attached are the two sites I had to allow access to.

[kglad]

hopefully your work allows you to unrestrict your firewall.

[dinsyp]

More like they will need to open up the firewall to the specific addresses. I have found the Adobe Whitelist and Animate doesn't appear to need anything different to other CC apps.

[kglad]

keep us updated.

[dinsyp]

Time to keep this post up to date. So far we have eliminated firewalls as a more recent P1 Gen 6 running Windows 11 can run Animate. As a result, the tech team are probably needing to look at the different OS installs (they are built differently apparently). This could take a while....

[kglad]

thanks for that update.

[dinsyp]

Pleased to be able to report Animate is now launching and running albeit with a GDI error.  I had opened it to see the usual stalling. This time I left it running and about 15 minutes of its sitting stalled, I opened up InDesign to work on a document and noticed that InDesign had also stalled at the same point in the launch process. When InDesign finally opened, so did Animate. After some further delving in forums relating to the GDI error, I am thinking the problem may arise from the GDI error and an issue with my graphics card (and yes the graphics driver is the current nVidia studio driver). Thanks for your support and help.

[kglad]

there is a known (to, at least, some experts) issue with some nvidia drivers.