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Trying to open Color Library, causes Animate to crash

New Here ,
Dec 26, 2022 Dec 26, 2022

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When I try opening color library, the entire program crashes. Even if I put it in a closed tab with other things, but trying to open the entire tab causes it to crash. 

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Performance , Product issue

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Community Expert ,
Dec 26, 2022 Dec 26, 2022

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there is no color library, so what panel are you trying to open?

 

there's library panel, a cc library panel, a color panel and more:

 

kglad_0-1672093525193.png

 

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New Here ,
Dec 26, 2022 Dec 26, 2022

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It's the CC libraries. The entire program is wonky since I can't create new
files either.

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Community Expert ,
Dec 26, 2022 Dec 26, 2022

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you need to reset your preferences.

 

 the surest way to do that is to use the cc desktop app to uninstall (including preferences) animate per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

 

at the start of the uninstall process carefully watch for the remove preferences option.  it's easy to miss and missing that will fail to change anything you're seeing.

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New Here ,
Dec 26, 2022 Dec 26, 2022

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Hi, that didn't work. Now I can't import either and CC Libraries completely
disappeared from the Window tab.

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Community Expert ,
Dec 26, 2022 Dec 26, 2022

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you can't import either what?

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New Here ,
Dec 26, 2022 Dec 26, 2022

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When I try, it's an immediate Not Responding that'll continue until I close
the entire program. All this is only affecting Adobe Animate. My other CC
programs work fine.

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Community Expert ,
Dec 26, 2022 Dec 26, 2022

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click window>cc library.  do you see the cc library panel?

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New Here ,
Dec 26, 2022 Dec 26, 2022

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It's not showing up anymore

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Community Expert ,
Dec 26, 2022 Dec 26, 2022

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close your other panels to insure the cc panel is nit covered by another panel.

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New Here ,
Dec 26, 2022 Dec 26, 2022

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It's gone

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Community Expert ,
Dec 26, 2022 Dec 26, 2022

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can you embed a screenshot of your window menu and animate?

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New Here ,
Dec 26, 2022 Dec 26, 2022

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Here ya go.Screenshot 2022-12-26 223444-1.png

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Community Expert ,
Dec 26, 2022 Dec 26, 2022

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thank you.  that was helpful.

 

do you have an active subscription, not trial?

 

can you see your cc library in any other app?

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New Here ,
Dec 26, 2022 Dec 26, 2022

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I have an active subscription. I can see the library perfectly in other
programs.

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Community Expert ,
Dec 26, 2022 Dec 26, 2022

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i am stumped. i think adobe support will need to connect to your computer.  be sure to explain that cc library is not a window menu option.

 

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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