Adobe Animate crashes when creating new file or open existing file

[chinnychong]

I've been using Animate 2019, and I just can't seem to figure out what's causing this issue, it was working fine until I saved a file few weeks ago.

Then when I opened that said file, the program crashes, and when I try to create a new file, it crashes too, with no errors popping up whatsoever, it just loads for a few seconds and then closes instantly.

I've already tried the solutions provided to fix this, but nothing seems to work at all, resetting preferences, deleting Creative Cloud and reinstalling it, none of them work.

[kglad]

reset your preferences:

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

[chinnychong]

I already tried that, it still doesn't work.

[kglad]

did you confirm you successfully reset?

[chinnychong]

Yes, I did. Nothing works. Unless there's something I've been missing, could you please elaborate further?

[kglad]

re-install:

1. uninstall animate including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-
2. restart your computer

3. use the desktop app to install your cc programs/trials

[chinnychong]

Have done that, still crashes. I'm not sure what's the issue with Animate if these suggestions aren't working.

[kglad]

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

[Peter31084368lz6v]

This is also happening in my classroom to Animate 2023.

[kglad]

@Peter31084368lz6v 

meaning on all classroom computers animate is crashing?

[Peter31084368lz6v]

Yes, every computer in my classroom. Doesn't matter if its a student or teacher. Whenever we try to use a tutorial or just a "new page" it crashes.

[kglad]

@Peter31084368lz6v 

do those computers meet specs, https://helpx.adobe.com/creative-cloud/system-requirements.html

[Peter31084368lz6v]

13th Gen Intel(R) Core(TM) i7-13700 2.10 GHz

16.0 GB (15.7 GB usable)

64-bit operating system, x64-based processor

[kglad]

check the specs link.

[Peter31084368lz6v]

What am I missing? GPU?

[kglad]

to start, i assume you have a win os.

[Peter31084368lz6v]

Win 11

[kglad]

contact adobe support using one of the problematic computers.

[Peter31084368lz6v]

It is all of my computers in my computer lab. I teach at a high school.

[kglad]

select one.

[Peter31084368lz6v]

I am on one. But it doesn't seem to matter which I choose.

[kglad]

you can't contact support from any computer?