Problems with Adobe animate crashing

Report · Feb 22, 2021

Hi, I am trying to use adobe animate but everytime I try to do something it crashes. I am using an acer predator helios and running windows 10.

I've installed and reinstalled and restarted but it still doesn't work.

There is currently 58.6gb free on my c drive.

Other adobe products have been working fine.

Below is the crash report- can anyone tell me what it says and what I need to fix?

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.6.0" clientVersion="4.6.0" applicationName="Adobe Animate" applicationVersion="21.0.3" build="21.0.3.38773" source="Windows-Client" crashType="n/a">
<time year="2021" month="2" day="23" hour="12" minute="9" second="17" timeoffset="720" timezone="New Zealand Daylight Time"/>
<user guid="da1050fd-6f9a-46aa-b4c9-57441b2178eb"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="19041" applicationlanguage="en-us" userlanguage="en-NZ" oslanguage="en-US" ram="16226" machine="Intel(R) Core(TM) i7-8750H CPU @ 2.20GHz" model="Intel64 Family 6 Model 158 Stepping 10" cpuCount="12" cpuType="8664" cpuFreq="2208 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="DisplayLink" adapterRAM="" caption="DisplayLink USB Device" description="DisplayLink USB Device" driverDate="20200416000000.000000-000" driverVersion="9.3.3324.0" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="USB\VID_17E9&PID_436E&MI_01\7&1B245C8&0&0001" installedDisplayDrivers=""/>
<gpuinfo availability="Off Line" adapterCompatibility="DisplayLink" adapterRAM="" caption="DisplayLink USB Device" description="DisplayLink USB Device" driverDate="20200416000000.000000-000" driverVersion="9.3.3324.0" videoModeDescription="" pnpDeviceID="USB\VID_17E9&PID_436E&MI_00\7&1B245C8&0&0000" installedDisplayDrivers=""/>
<gpuinfo availability="Off Line" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 1060" description="NVIDIA GeForce GTX 1060" driverDate="20200131000000.000000-000" driverVersion="26.21.14.4223" videoModeDescription="" pnpDeviceID="PCI\VEN_10DE&DEV_1C20&SUBSYS_12631025&REV_A1\4&2320F23B&0&0008" installedDisplayDrivers="nvldumdx.dll"/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="DisplayLink" adapterRAM="" caption="DisplayLink USB Device" description="DisplayLink USB Device" driverDate="20200416000000.000000-000" driverVersion="9.3.3324.0" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="USB\VID_17E9&PID_436E&MI_00\7&1A6FED1A&0&0000" installedDisplayDrivers=""/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="DisplayLink" adapterRAM="" caption="DisplayLink USB Device" description="DisplayLink USB Device" driverDate="20200416000000.000000-000" driverVersion="9.3.3324.0" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="USB\VID_17E9&PID_436E&MI_01\7&1A6FED1A&0&0001" installedDisplayDrivers=""/>
<gpuinfo availability="Running/Full Power" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 630" description="Intel(R) UHD Graphics 630" driverDate="20181119000000.000000-000" driverVersion="25.20.100.6446" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI\VEN_8086&DEV_3E9B&SUBSYS_12621025&REV_00\3&11583659&0&10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x000000005A628660">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x000000005A628660" symbolname="unknown"/>
<stackStatement index="1" address="0x000000005A6268C4" symbolname="unknown"/>
<stackStatement index="2" EndlessStack="TRUE"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x000000002E0FB000"/>
<register name="RBX" value="0x0000000000000000"/>
<register name="RCX" value="0x0000000000000018"/>
<register name="RDX" value="0x0000000000000000"/>
<register name="RSI" value="0x000000000000008E"/>
<register name="RDI" value="0x000000000014CA88"/>
<register name="RSP" value="0x000000000014C1A8"/>
<register name="RBP" value="0x0000000000000000"/>
<register name="RIP" value="0x000000005A628660"/>
<register name="EFL" value="0x0000000000010202"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

</hbLogSessionDllStatus>
</crash>

Report · Feb 23, 2021

assign a custom keyboard shortcut (if you have none assigned and that doesn't crash animate)

reset your preferences, https://helpx.adobe.com/animate/using/set-preferences.html

confirm your preferences have been reset by checking a custom keyboard shortcut has been reset.

Report · Feb 23, 2021

Thanks for the suggestion- I tried resetting y preferences but it still crashes.

Do you know what this crash code attached means?

Report · Feb 23, 2021

yes, https://answers.microsoft.com/en-us/windows/forum/windows_10-performance-winpc/application-error-0xc...

did you confirm that you successfully reset your preferences?

Report · Feb 23, 2021

I tried holding down control , alt and shift while starting animate but it
didn't seem to work. I then reset the preferences in the dropdown menu.
Also ran a scan through the command prompt and it came but clear

Report · Feb 24, 2021

the point of checking for a reset keyboard shortcut is to see if you actually reset your preferences (which include much more than keyboard shortcuts). ie, selecting the default keyboard shortcuts doesn't help solve the possible issue.

you should retry resetting your preferences and confirming by following the steps in my first message.

if that fails, or you just want to skip a possible solution you can

1. uninstall animate including preferences, if you have the option (https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html)

2. check for an os update and install it if available

3. restart your computer

4. reinstall animate

Report · Feb 24, 2021

Thanks. I now understand what you mean about the custom keyboard.
I set a custom key and tried control shift and delete while starting
animate but it did not reset the preferences.
I also checked for updates, restarted my computer and reinstalled animate
but it still crashes.

Report · Feb 25, 2021

maybe adobe support can reset:

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (= cryptic icon in the lower right)

in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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Problems with Adobe animate crashing