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Animate crashing at splash screen - document templates

New Here ,
Jun 06, 2019

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Hi All

Having a weird issue with Animate 2018. We have it packaged. The package works fine on my desktop (windows 10 machine) but we have some new student laptops. i've tried two different ones and they both crash in the same way. The package deploys fine and says "installed" in Software Centre.

This is the same package I deploy and use successfully on my desktop.

When I run on these new laptops (also running the exact same image of Windows 10) it loads the splash screen and when the splash screen gets to "loading document templates" it thinks for about 3 seconds, then the dialogue box saying Adobe Animate has crashed comes up. I've attached the error logs. I thought because of the proxy related lines in the logs that it may be the organisation proxy interferring (although the desktop pc that runs Animate fine also uses the same proxy). So I tried hotspotting to my phone, and relaunching, but the same error.

Any ideas would be appreciated.

Thank you

Alan

FROM PDApp.log

06/07/19 13:45:48:737 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Build Version - 10.0.0.130

06/07/19 13:45:48:737 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Logging Level verbosity Set  to 4

06/07/19 13:45:48:984 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:48:984 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:49:421 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Build Version - 10.0.0.130

06/07/19 13:45:49:422 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Logging Level verbosity Set  to 4

06/07/19 13:45:49:425 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:45:49:425 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:49:426 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:53:749 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Build Version - 10.0.0.130

06/07/19 13:45:53:749 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Logging Level verbosity Set  to 4

06/07/19 13:45:53:752 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:45:53:753 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:53:753 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:53:753 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:53:754 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:57:393 | [INFO] | 4512 | ASU | IMSLib | IMSLib |  |  | 9124 | Build Version - 10.0.0.22

06/07/19 13:45:57:394 | [INFO] | 4512 | ASU | IMSLib | IMSLib |  |  | 9124 | Logging Level verbosity Set  to 4

06/07/19 13:45:57:394 | [INFO] | 4512 | ASU | IMSLib | IMSLib |  |  | 9124 | Creating IMSLib instance ...

06/07/19 13:45:57:394 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | Build Version - 10.0.0.22

06/07/19 13:45:57:394 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | Logging Level verbosity Set  to 4

06/07/19 13:45:57:401 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:45:57:727 | [INFO] | 4512 | ASU | OPM | IMSLibHelper |  |  | 9124 | OPMWrapper allocation succeeded

06/07/19 13:45:57:727 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:57:728 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:57:728 | [INFO] | 4512 | ASU | OPM | IMSLib_OPMWrapper |  |  | 9124 | Failed in getting value for key in OPMGetValueForKey domain:OOBE subDomain:ProxyCredentials key:ProxyUsername

06/07/19 13:45:57:728 | [INFO] | 4512 | ASU | OPM | IMSLibHelper |  |  | 9124 | Failed to get proxy user name from local db in getProxyCredentialsFromLocalStore

06/07/19 13:45:57:728 | [INFO] | 4512 | ASU | OPM | IMSLib |  |  | 9124 | Failed get proxy credentials from local store while creating IMSLib instance ...

06/07/19 13:53:57:017 | [INFO] | 4276 | ASU | IMSLib | IMSLib |  |  | 628 | Build Version - 10.0.0.22

06/07/19 13:53:57:018 | [INFO] | 4276 | ASU | IMSLib | IMSLib |  |  | 628 | Logging Level verbosity Set  to 4

06/07/19 13:53:57:018 | [INFO] | 4276 | ASU | IMSLib | IMSLib |  |  | 628 | Creating IMSLib instance ...

06/07/19 13:53:57:019 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | Build Version - 10.0.0.22

06/07/19 13:53:57:019 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | Logging Level verbosity Set  to 4

06/07/19 13:53:57:032 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:53:57:164 | [INFO] | 4276 | ASU | OPM | IMSLibHelper |  |  | 628 | OPMWrapper allocation succeeded

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | IMSLib_OPMWrapper |  |  | 628 | Failed in getting value for key in OPMGetValueForKey domain:OOBE subDomain:ProxyCredentials key:ProxyUsername

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | IMSLibHelper |  |  | 628 | Failed to get proxy user name from local db in getProxyCredentialsFromLocalStore

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | IMSLib |  |  | 628 | Failed get proxy credentials from local store while creating IMSLib instance ...

06/07/19 13:59:31:182 | [INFO] | 2360 | ASU | IMSLib | IMSLib |  |  | 11224 | Build Version - 10.0.0.22

06/07/19 13:59:31:185 | [INFO] | 2360 | ASU | IMSLib | IMSLib |  |  | 11224 | Logging Level verbosity Set  to 4

06/07/19 13:59:31:185 | [INFO] | 2360 | ASU | IMSLib | IMSLib |  |  | 11224 | Creating IMSLib instance ...

06/07/19 13:59:31:186 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | Build Version - 10.0.0.22

06/07/19 13:59:31:186 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | Logging Level verbosity Set  to 4

06/07/19 13:59:31:204 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:59:31:912 | [INFO] | 2360 | ASU | OPM | IMSLibHelper |  |  | 11224 | OPMWrapper allocation succeeded

06/07/19 13:59:31:914 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:59:31:914 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:59:31:915 | [INFO] | 2360 | ASU | OPM | IMSLib_OPMWrapper |  |  | 11224 | Failed in getting value for key in OPMGetValueForKey domain:OOBE subDomain:ProxyCredentials key:ProxyUsername

06/07/19 13:59:31:915 | [INFO] | 2360 | ASU | OPM | IMSLibHelper |  |  | 11224 | Failed to get proxy user name from local db in getProxyCredentialsFromLocalStore

06/07/19 13:59:31:915 | [INFO] | 2360 | ASU | OPM | IMSLib |  |  | 11224 | Failed get proxy credentials from local store while creating IMSLib instance ...

Adobe Community Professional
Correct answer by kglad | Adobe Community Professional

anything other than proper installation than adobe programs is problematic.

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

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

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Animate crashing at splash screen - document templates

New Here ,
Jun 06, 2019

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Hi All

Having a weird issue with Animate 2018. We have it packaged. The package works fine on my desktop (windows 10 machine) but we have some new student laptops. i've tried two different ones and they both crash in the same way. The package deploys fine and says "installed" in Software Centre.

This is the same package I deploy and use successfully on my desktop.

When I run on these new laptops (also running the exact same image of Windows 10) it loads the splash screen and when the splash screen gets to "loading document templates" it thinks for about 3 seconds, then the dialogue box saying Adobe Animate has crashed comes up. I've attached the error logs. I thought because of the proxy related lines in the logs that it may be the organisation proxy interferring (although the desktop pc that runs Animate fine also uses the same proxy). So I tried hotspotting to my phone, and relaunching, but the same error.

Any ideas would be appreciated.

Thank you

Alan

FROM PDApp.log

06/07/19 13:45:48:737 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Build Version - 10.0.0.130

06/07/19 13:45:48:737 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Logging Level verbosity Set  to 4

06/07/19 13:45:48:984 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:48:984 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:49:421 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Build Version - 10.0.0.130

06/07/19 13:45:49:422 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Logging Level verbosity Set  to 4

06/07/19 13:45:49:425 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:45:49:425 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:49:426 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:53:749 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Build Version - 10.0.0.130

06/07/19 13:45:53:749 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Logging Level verbosity Set  to 4

06/07/19 13:45:53:752 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:45:53:753 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:53:753 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:53:753 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:53:754 | [INFO] |  | ASU | OPM | OPM |  |  | 8880 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:57:393 | [INFO] | 4512 | ASU | IMSLib | IMSLib |  |  | 9124 | Build Version - 10.0.0.22

06/07/19 13:45:57:394 | [INFO] | 4512 | ASU | IMSLib | IMSLib |  |  | 9124 | Logging Level verbosity Set  to 4

06/07/19 13:45:57:394 | [INFO] | 4512 | ASU | IMSLib | IMSLib |  |  | 9124 | Creating IMSLib instance ...

06/07/19 13:45:57:394 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | Build Version - 10.0.0.22

06/07/19 13:45:57:394 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | Logging Level verbosity Set  to 4

06/07/19 13:45:57:401 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:45:57:727 | [INFO] | 4512 | ASU | OPM | IMSLibHelper |  |  | 9124 | OPMWrapper allocation succeeded

06/07/19 13:45:57:727 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:45:57:728 | [INFO] | 4512 | ASU | OPM | OPM |  |  | 9124 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:45:57:728 | [INFO] | 4512 | ASU | OPM | IMSLib_OPMWrapper |  |  | 9124 | Failed in getting value for key in OPMGetValueForKey domain:OOBE subDomain:ProxyCredentials key:ProxyUsername

06/07/19 13:45:57:728 | [INFO] | 4512 | ASU | OPM | IMSLibHelper |  |  | 9124 | Failed to get proxy user name from local db in getProxyCredentialsFromLocalStore

06/07/19 13:45:57:728 | [INFO] | 4512 | ASU | OPM | IMSLib |  |  | 9124 | Failed get proxy credentials from local store while creating IMSLib instance ...

06/07/19 13:53:57:017 | [INFO] | 4276 | ASU | IMSLib | IMSLib |  |  | 628 | Build Version - 10.0.0.22

06/07/19 13:53:57:018 | [INFO] | 4276 | ASU | IMSLib | IMSLib |  |  | 628 | Logging Level verbosity Set  to 4

06/07/19 13:53:57:018 | [INFO] | 4276 | ASU | IMSLib | IMSLib |  |  | 628 | Creating IMSLib instance ...

06/07/19 13:53:57:019 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | Build Version - 10.0.0.22

06/07/19 13:53:57:019 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | Logging Level verbosity Set  to 4

06/07/19 13:53:57:032 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:53:57:164 | [INFO] | 4276 | ASU | OPM | IMSLibHelper |  |  | 628 | OPMWrapper allocation succeeded

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | OPM |  |  | 628 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | IMSLib_OPMWrapper |  |  | 628 | Failed in getting value for key in OPMGetValueForKey domain:OOBE subDomain:ProxyCredentials key:ProxyUsername

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | IMSLibHelper |  |  | 628 | Failed to get proxy user name from local db in getProxyCredentialsFromLocalStore

06/07/19 13:53:57:165 | [INFO] | 4276 | ASU | OPM | IMSLib |  |  | 628 | Failed get proxy credentials from local store while creating IMSLib instance ...

06/07/19 13:59:31:182 | [INFO] | 2360 | ASU | IMSLib | IMSLib |  |  | 11224 | Build Version - 10.0.0.22

06/07/19 13:59:31:185 | [INFO] | 2360 | ASU | IMSLib | IMSLib |  |  | 11224 | Logging Level verbosity Set  to 4

06/07/19 13:59:31:185 | [INFO] | 2360 | ASU | IMSLib | IMSLib |  |  | 11224 | Creating IMSLib instance ...

06/07/19 13:59:31:186 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | Build Version - 10.0.0.22

06/07/19 13:59:31:186 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | Logging Level verbosity Set  to 4

06/07/19 13:59:31:204 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | Schema version and schema compatibility version are same or greater than current

06/07/19 13:59:31:912 | [INFO] | 2360 | ASU | OPM | IMSLibHelper |  |  | 11224 | OPMWrapper allocation succeeded

06/07/19 13:59:31:914 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | _opm_handle_OPDReturnedStatus called with opdStatus as:0

06/07/19 13:59:31:914 | [INFO] | 2360 | ASU | OPM | OPM |  |  | 11224 | No Record found for the input fields in opm_getValueForKey

06/07/19 13:59:31:915 | [INFO] | 2360 | ASU | OPM | IMSLib_OPMWrapper |  |  | 11224 | Failed in getting value for key in OPMGetValueForKey domain:OOBE subDomain:ProxyCredentials key:ProxyUsername

06/07/19 13:59:31:915 | [INFO] | 2360 | ASU | OPM | IMSLibHelper |  |  | 11224 | Failed to get proxy user name from local db in getProxyCredentialsFromLocalStore

06/07/19 13:59:31:915 | [INFO] | 2360 | ASU | OPM | IMSLib |  |  | 11224 | Failed get proxy credentials from local store while creating IMSLib instance ...

Adobe Community Professional
Correct answer by kglad | Adobe Community Professional

anything other than proper installation than adobe programs is problematic.

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

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

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Jun 06, 2019 0
Adobe Community Professional ,
Jun 07, 2019

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reset your preferences - https://helpx.adobe.com/animate/kb/animate-cc-crashes-on-launch-startup.html

    (or remove 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>/)

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Jun 07, 2019 0
Adobe Community Professional ,
Jun 07, 2019

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Have you tried uninstalling Adobe Animate and reinstalling?

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Jun 07, 2019 0
New Here ,
Jun 09, 2019

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Hi All

I've tried deleting those preferences folders and starting the app and also tried re-imaging the PC and deploying just the Animate package (keep in mind, this is the same image and package as used on my desktop PC, it works fine). I also tried updating the Intel video drivers from version 22 something to 25 something (latest available on the Dell site) but it did not fix.

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Jun 09, 2019 0
Adobe Community Professional ,
Jun 10, 2019

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anything other than proper installation than adobe programs is problematic.

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

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

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Jun 10, 2019 0