screen turns black with a blank pop up window

[christscicluna]

After around 2 hours of using animate, the canvas turns black, and every panel I hover on turns black as well. Then if I try to click on anything, I get a blank pop up window. If I press enter, the blank pop up disappears and reappears. The only way to close to the software is with the task manager.

I already tried resetting the preferences, graphic card drivers are up to date, formatted windows and reinstalled the software.

[kglad]

did you confirm you successfuly reset your prefences? if so, how did you confirm?

[christscicluna]

while I don't remember exactly, I followed along the instructions with customer care. Then later an adobe technician did it again for me trough remote access.

[kglad]

then uninstall animate using the cc app (including preferences if asked)

restart your computer

reinstall using the cc app

[christscicluna]

 I did that multiple times.