Crashing my animate 2022

[Valentina23808539z8c5]

Hi all on startup my Animate 2022 chrashing all the time, the only working version is 2020.

https://www.loom.com/share/d5458ccc1aeb4bbf812a2b02e60335eb

[Valentina23808539z8c5]

I just updated my animate from creative cloud to the most newes, and it is again crashing on the same place:
https://www.loom.com/share/a8e98208a0dd4edd8d406421a584a5d5

[_keyframer]

Oof! That's tough. Try these steps:
Sign out and back in again to Adobe CC app.
Go to the applications folder of your machine (Explorer/Programs...) and launch Animate from the Adobe Animate folder (find the .exe). 

Report back.

[Valentina23808539z8c5]

I did as you told me, I sign out from creative cloud also from adobe.com I signed back, I went to program files => adobe animate => animate.exe , and again the same happening both on 2022 and 2023, when it come to Loading document templates... it just crashing

[kglad]

1. assign a custom keyboard shortcut, if you currently have none

2. reset/delete your preferences: https://helpx.adobe.com/animate/using/set-preferences.html
3. check that your custom keyboard shortcut was reset

if it was, check to see if animate still crashes

if it was not, repeat steps 2 and 3 until you successfully reset your prefences.

[Valentina23808539z8c5]

How can I assign a custom keybord shortcut?

Sorry how can I reset my preferences if I cant enter the software? Or you mean to I reset the 2020 version?

[kglad]

remove the preference files

Win:

C:\Users\<username>\AppData\Local\Adobe\Animate CC <version>\ and

C\Users\<username>\AppData\Roaming\Adobe\Animate\<version>\

Mac:

/Users/<username>/Library/Application Support/Adobe/<Animate CC version>/ and

/Users/<username>/Library/Preferences/Adobe/Animate/<version>/)

[Valentina23808539z8c5]

In the above mentioned directories I could only find 2020 version, the 2022 and 2023 are not there.

[kglad]

uninstall animate 2022 including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

restart your computer (don't skip this)

reinstall animate 2020

[_keyframer]

Try what kglad suggested and if that still doesn't solve it, I would uninstall Animate, check for updates to the CC app, run any malware or anti-virus software, reboot, reinstall.

[Nicktendo28]

I agree with kglad and keyframer both sound advice. 

[kglad]

@_keyframer, an uninstall should always include removing the preferences.  they are the single most likely thing to get corrupted and cause animate crashes.  pretty much the same as all adobe apps.

[_keyframer]

Preferences; the inline fuse of applications 😉