Can't open Fresco

[jcm75809925]

I'm trying to open de windows Fresco today but it always block on the new document creation and then crashed.
I tried to reinitialise Creative Cloud, reinstall Fresco and still have the same problem.
Could you help me here?
The version is 5.5.5 and my computer meets all the specifications for use.

Thanks in advance.

[Anubhav M]

Hello @jcm75809925,

Could you try running Fresco under a different administrator account (Windows) and under Safe Mode (Windows) and checking if it helps?

If the issue persists, kindly share the logs by following the steps shared in this help article (https://adobe.ly/3FE3WUN) so I can check it with the team.

Looking forward to hearing from you.

Anubhav

[jcm75809925]

Thanks for the quick reply.

I have tried using a different administrator account and the problem persists.
It won't do anything in Windows safe mode. It just won't even try to start.

[Anshul_Saini]

Thanks for trying that, @jcm75809925.We truly appreciate you taking the time to try it out.

As the next steps, we’d like to take a closer look at the crashes you’re experiencing. 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 Adobe logs, upload them to Google Drive (or a similar file-sharing service), and share the link here. It would also be helpful to note the exact time of the crash so we can correlate it with the logs.

Once we have this data, we’ll pass it on to the team for deeper investigation. We look forward to hearing back from you and appreciate your patience!

Best,

Anshul Saini