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Adobe Fresco keeps crashing when opening on Windows 11

New Here ,
Jun 01, 2022 Jun 01, 2022

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Hello,

I just installed Fresco on my new PC running windows 11, unfortunately it doesn't open and keeps crashing. I get this notice: 'Loading documents' and after a few seconds crashes and closes. I updated everything I could on windows, even my graphics card directly from the manufacturer (Radeon) to no avail. Any advice would be greatly appreciated, thanks.

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correct answers 1 Correct answer

Adobe Employee , Aug 05, 2022 Aug 05, 2022

Hello @ketriss,

 

Sorry to hear about this experience and for the late response. I hope the problem is resolved by now. If not, kindly try running Fresco under a different administrator account (Windows) or the root user account (macOS) and share your observations.

 

Looking forward to your response.

 

Thanks,

Anubhav

 

Note: Marking correct for visibility.

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correct answers 2 Pinned Replies

Adobe Employee , Oct 28, 2022 Oct 28, 2022

Hello @Fotomaker01RA,

 

Kindly try these steps to create a new administrator account for Windows: https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-20de74e0-ac7f-3502-a866-32915af2a34d and check if it helps.

 

Also, kindly check if all of your work is synced online (https://assets.adobe.com/cloud-documents). If yes, please try resetting Fresco (https://support.microsoft.com/en-us/windows/repair-apps-and-programs-in-windows-e90eefe4-d0a2-7c1b-dd59-949a9030f317

...

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Adobe Employee , Nov 09, 2022 Nov 09, 2022

Hello @Fotomaker01RA,

 

Sorry for the late response. Thanks for sharing the details. Would you mind sharing logs using these steps: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html?

Also, you may try these steps:

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

 

Looking forward to your response.

Regards

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Community Expert ,
Jun 01, 2022 Jun 01, 2022

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I've moved this from the Using the Community forum (which is the forum for issues using the forums) to the Fresco forum so that proper help can be offered.

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Engaged ,
Nov 17, 2022 Nov 17, 2022

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What is the link to the Fresco Forum since this forum is not helpful or responsive?

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Community Expert ,
Jun 01, 2022 Jun 01, 2022

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Something like this is probably best handled by the developers, in case there's a bug with Fresco on Win 11. So I would send an email to (frescohelp at adobe dot com)

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Explorer ,
Jun 04, 2022 Jun 04, 2022

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I'm still waiting for help with exactly this problem.

 

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Community Beginner ,
Jul 17, 2022 Jul 17, 2022

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I have this exact problem! Same OS and graphics card too. Have you gotten any help from staff?

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Community Expert ,
Jul 18, 2022 Jul 18, 2022

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How much RAM and available SSD space do you have? 

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Adobe Employee ,
Aug 05, 2022 Aug 05, 2022

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Hello @ketriss,

 

Sorry to hear about this experience and for the late response. I hope the problem is resolved by now. If not, kindly try running Fresco under a different administrator account (Windows) or the root user account (macOS) and share your observations.

 

Looking forward to your response.

 

Thanks,

Anubhav

 

Note: Marking correct for visibility.

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Engaged ,
Oct 21, 2022 Oct 21, 2022

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Why do you keep suggesting running Illustrator differently when it is Fresco that crashes?

 

I can't get Fresco to launch at all on Win 11 and all my other Adobe apps run fine on my desktop PC system. Fresco 4.0.0 & 3.9.0 crash every time & will not open. That seems to be a Fresco code issue since there are reports about that bhvr (in various Win OS gens) online for over 2 yrs and no fixes posted anywhere. Plus, the posters write back in saying they aren't getting the issues resolved or answered.

 

Has Adobe abandoned Fresco as a product?

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Community Beginner ,
Oct 22, 2022 Oct 22, 2022

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Sorry for the super late reply lol.

 

Illustrator works fine, it's Fresco I'm having problems with. I am on my administrator account so there's nothing to really change. It still opens, shows that it's "loading documents", then crashes.

 

@DaveJCummingsI have 16gb of RAM and 44.3GB available on my SSD

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Engaged ,
Oct 22, 2022 Oct 22, 2022

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Someone  named Anubhav (Adobe? ) keeps saying to do something with Illustrator, even though many of us (is it solely a bad Windows code issue...) can't get Fresco to launch or operate.

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Adobe Employee ,
Oct 24, 2022 Oct 24, 2022

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Hello @Fotomaker01RA @ketriss,

 

Sorry for the confusion. I meant to say Fresco in the earlier post. Would you mind trying creating a new admin account for Windows or the root user account (macOS) and checking if the issue persists on the other account as well?

 

Looking forward to your response.

 

Regards

 

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Engaged ,
Oct 28, 2022 Oct 28, 2022

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I am not sure how to do this and what impact it might have on the workings of my PC. How do I eliminate something like that once it's set up. Do I run into issues of numbers of "seats" using CC if I do that? My signif other also has access to my computer... though is not a CC apps user. I think they might have tried something like this with some much earlier rel. of Ps & and earlier Win PC and it didn't help at all.

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Adobe Employee ,
Oct 28, 2022 Oct 28, 2022

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Hello @Fotomaker01RA,

 

Kindly try these steps to create a new administrator account for Windows: https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-... and check if it helps.

 

Also, kindly check if all of your work is synced online (https://assets.adobe.com/cloud-documents). If yes, please try resetting Fresco (https://support.microsoft.com/en-us/windows/repair-apps-and-programs-in-windows-e90eefe4-d0a2-7c1b-d...) and share your observations.

 

Regards

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Engaged ,
Oct 28, 2022 Oct 28, 2022

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I'm just home so haven't tried the new admin acct test yet.

 

I see that my past files from Fresco are sync'd at the link you provided above.

 

I've uninstalled & reinstalled Fresco (both 4.0.0 & 3.9.0 a few times already since Adobe MAX to see if that helped - both con't to crash immediately on launch attempts - it's not like the program opens & then crashes when I try to do anything...I can't even get to the UI). At present Fresco is uninstalled from my Win 11 desktop PC b/c I figured why consume storage space if the darn program isn't working as it should & just crashes.

 

My follow-up question to you is - If Fresco is already uninstalled & nothing shows up in my Programs Files list under Adobe in my Control Panel then I can't do a reset, right? Wouldn't my multiple uninstalls and reinstall processes (that I did to be sure it wasn't a bad download one time...) have reset Fresco during uninstall/reinstall if it was an issue on my desktop Win 11 PC vs a programming code issue from the Adobe side of the equation?

 

Would one of the lead Adobe devs - who has Fresco installer code they know for sure launches okay on Win 11 desktops - have a link to that working code they can send me (ie, allowing me to bypass grabbing an installer the usual way via CC) to see if it's the publicly downloadable Win installer that's the issue? I do beta testing of some Adobe plugins - and that has happened in the past (ie, bad code got posted to the public Downloads pg for that other software that had to be replaced with a better installer...).

 

One other thought ... (also sparked by previous situations w/that plugin s/w testing) I install my CC apps to my F: drive on my PC (for a number of reasons so won't attempt moving them and messing any programs up). It works perfectly fine for all the other Adobe apps I'm running. But, if Fresco comes from elsewhere, I don't know what programming 'baggage' it brings with it (though I had Fresco working several gens ago on an older PC). Could the installer somehow not be finding the 'hooks' (or whatever the correct tech term is) it needs to boot on my system if it's coming from a drive other than the C: drive? I don't want to mess with changing my default Adobe install drive from F:

 

Thx!

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Community Beginner ,
Nov 01, 2022 Nov 01, 2022

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H,i I've tried these and Fresco still crashes at the same spot. Also @Fotomaker01RA I doubt the problem is fresco being on your F drive, since mines on my c drive and it has the same problem.

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Engaged ,
Nov 01, 2022 Nov 01, 2022

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Good to know!

 

I've found when there are issues of Adobe products not working the typical company stance in reply is - there's something wrong with your system. Versus them fixing the faulty code - it's been true of "issues" (aka, bugs) with other products in the product line too. If there's a way for them to generate revs my sense is they're more than conscientious about that, but not so with the tech spt fixes for broken code ....

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Community Beginner ,
Nov 01, 2022 Nov 01, 2022

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wait huge developement!! i just now saw theres a fresco update so i downloaded it and it worked! 😮 does it fix your problem too?

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Engaged ,
Nov 01, 2022 Nov 01, 2022

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I got excited when I saw your note. But all I see listed on the CC site is 4.0.0 as the latest release. I'd tried that and 3.9.0 - neither worked for me. I was hoping there was a 4.0.1 that fixed the issues...

 

What system are you working on (Apple, Win) & what GPU/CPU?

 

I just re-downloaded Fresco 4.0.0 (4th time...). Tried to launch it. It immediately crashed again - snip of Error Msg attached. Interestingly, when I went to my Control Panel's Programs List Adobe Fresco doesn't show up. After a search on my PC I found a listing for Fresco & tried a Repair - that didn't help either. Still crashes. Every other Adobe product I own is in my Programs List okay. And, I downloaded/installed a non-Adobe program today - it shows up just fine in the programs list and launches as it should too. Well, that's weird - something is really wrong with the Adobe code.

Win11ProDesktopPC-StillCrashes_Rel4-0-0.JPG

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Community Beginner ,
Nov 01, 2022 Nov 01, 2022

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dang yea I updated it to the 4.0.0 version.

Im on Windows 11 with an AMD Ryzen 7 3700x processor and an AMD Radeon RX 5500 gpu

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Engaged ,
Nov 01, 2022 Nov 01, 2022

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I don't know what's going on. I have a brand new PC - high end, up-to-date AMD GPU, Intel i9 12th gen, tons of RAM (64GB), beyond the min vers of Win 11, etc., etc. It's so bizarre that Fresco isn't even installing (apparently) even though it goes through the full install & uninstall process. I'm glad yours works now!

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Engaged ,
Nov 05, 2022 Nov 05, 2022

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As an experiment today, I changed my install location for Fresco from my F: drive (it didn't seem as if that should be an issue b/c all my other Adobe products install and work fine from there) to the C: drive.

 

I experienced the same crash on every launch attempt after install. And, Fresco still won't show up in my PC's Programs List as an installed Adobe product. So I uninstalled Fresco (yet again...).

 

If Fresco is incompatible with and not designed to work with the current Windows OS (Win 11) why doesn't Adobe put that in the tech specs? And, why, if Win 11 has been around for a few years now, hasn't the Adobe Fresco code been fixed to run on a Win 11 Pro desktop PC?

 

Not to mention the fact that the compatibility assessment feature in CC says explicity - on the Fresco installer page - "Compatible with this Device".

 

This is beyond frustrating. I've tried all the potential fixes (which translated means that, as usual, Adobe suggested something's wrong with my new, high-end PC) and I still get crashes. on my Win 11 PC with every launch attempt. Plus, Fresco isn't installing at all (certainly it isn't recognized as installed by my PC on either an F: or a C: drive).

 

I guess my only other option now is to create a video of what happens when I try to launch Fresco and write/post a review of Fresco along with the video evidence to public product review sites. (I'm very good at writing reviews - they're very highly ranked on Amazon...).

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Community Expert ,
Nov 07, 2022 Nov 07, 2022

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Just to chime in here: I have Windows 11 on a laptop (with an Nvidia GC) and it works fine. I never had any issue (I have slight issues on my Ipad, but that's another problem)
The way I see it, and I am in no way an expert, is that Fresco installs like an app on Windows, (Like when you download an app in the windows store) which does not install like the other Adobe products
On mine it's
C:\Users\COMPUTERNAME\AppData\Local\Microsoft\WindowsApps

(and it's a hidden folder, so you need to restore the visibility)

 

Maybe there is still stuff in there that prevents a neat install?

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Engaged ,
Nov 07, 2022 Nov 07, 2022

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Thank you for your note.

 

I'll check the folder loc. you mentioned.  

 

I have done uninstalls (multiple times). But I suppose it's possible that the Adobe Fresco code is written so that it leaves some residue/detritus from the uninstalled (or, former versions) that makes it impossible to get rel. 3.9.0 or 4.0.0 to now install and launch properly. I'd have no idea how to track down any program residue that might be doing that ...

 

I know that some ppl have had issues with the Neural Filters not installing or running properly. Ultimately, someone told them that if they removed (or, renamed so as not to be recognized) some file then Ps automatically did a clean install and the neural filters then worked for them. I don't know if there's some equivalent process to get Fresco to work on my Win 11 desktop PC.

 

Thx again for your note!

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Engaged ,
Nov 08, 2022 Nov 08, 2022

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Today I was able to check this out.

 

I reinstalled Fresco (I've lost count of how many times now since Adobe MAX 2022.....).

 

I went to the folder hierarchy you noted in your post. And, like you, I do see the installer (.exe) file there for Fresco.

 

But, the same thing happens as every other attempt I've made since mid-Oct. When I try to launch, the program immediately crashes. It's not like I get into Fresco and then it bombs. Within instants of trying to launch it, Fresco crashes and flatlines. Now, I'm just seeing the Win installer in that Msft App folder. I'm not sure where the actual program would show up if it installed as it should after running the installer. Of, if apps of that nature stay contained in the same folder.

 

I don't see anything else in the Msft apps folder that suggests it should/could be related to Fresco and be interfering with the newest (4.0.0) or just prior (3.9.0) release of Fresco.

 

It's puzzling & frustrating. I'd feel better if I thought some dev at Adobe had been asked by a Fresco Prod Mgr to take a look to assess & fix the issue that a fair number of users are reporting having across these Adobe forums. What's frustrating is that it's not a c'est la vie attitude - it's something else that one can't accurately characterize on a P.G.-rated forum.

 

But, again, I appreciate your folder hierarchy pointer and attempt to help me with this.

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