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Adobe Fresco Crash

Forum|Forum|1 year ago
August 19, 2024
1 reply
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I recently got a new 2 in 1 laptop and I started using Adobe Fresco but every so often the app freezes (sometimes for a few minutes) and everything becomes unresponsive and then crashes and then I have to reload the document only for the issue to occur again very randomly. I reinstalled Fresco and did everything I could but nothing. Any help?

Bug

kglad

Adobe Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

A

Anubhav M

Community Manager

Hello @Matthew_Rowley6075,

We understand how frustrating it can be to experience crashes. Would you mind trying to update the OS(https://adobe.ly/3SU9uxX) and Fresco(https://adobe.ly/3yVPEeW) to the latest version and checking if it helps? Also, try the following steps and share your observations:

1. Go to Creative Cloud Desktop Application

2. Press Ctrl+Alt+R

3. It will show a dialog to Relaunch

4. Click Continue and wait for 2-3 minutes

5. Launch Fresco

Also, kindly reinstall the GPU drivers (Intel / NVIDIA / AMD) and set the Graphics Preference to High-Performance for Fresco (https://adobe.ly/3SU9xd7) and check if it helps.

Additionally, check if all of your work is synced online (https://adobe.ly/3WTzjQ8). If yes, please try resetting Fresco (https://adobe.ly/3WTI64o...) and share your observations.

If the issue persists, kindly share the logs by following the steps shared in this help article (https://adobe.ly/3SU9yhb) so we can check it with the team.

Looking forward to hearing from you.

Thanks,

Anubhav

Anshul_Saini

Community Manager

Hello Again, I have been pretty busy and havent been able to respond, but I still continue with crashes on Fresco and really need them to be fixed. Crashes happen every 10 minutes or less its really annoying. Here is a google drive link to the crash logs (you should have plenty of crashes lol).

https://drive.google.com/drive/folders/1l07-awBr5k0XzWeALqqvOWMhjSAFLSKh?usp=drive_link

Hi @Matthew_Rowley6075,

We completely understand how frustrating these persistent crashes are, and we truly appreciate your patience. Our product team is actively investigating this issue, but we need some additional data to pinpoint the cause.

Could you upload the crash dump files from the following location to Google Drive (or a similar file-sharing service) and share the download link here?

Crash Dump Location:
C:\Users\<username>\AppData\Local\Packages\Adobe.Fresco<app id>\AC\Dumps

Additionally, please generate fresh Adobe logs, upload them, and share the link with us. If possible, noting the exact time of the crash would help us correlate the logs with the issue.

If the crash folder is empty, let’s try capturing the crash data in real-time:
• Keep the crash folder open while working in Fresco.
• When a crash happens, immediately check if a crash dump file appears in the folder.
• Duplicate and move it to your desktop right away to prevent it from being auto-deleted.
• If possible, record a screen capture of the crash—it will help us analyze what’s triggering the issue.

Additionally, could you let us know:
• Does the crash happen with specific files or randomly across different projects?
• Is it linked to using a particular tool or action?

Once we have this information, we’ll pass it along to our engineers for a deeper investigation. We truly appreciate your help and patience as we work toward a solution!

Best,
Anshul Saini

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