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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 ...
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
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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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Have you tried uninstalling Adobe Animate and reinstalling?
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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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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