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Can't switch tools, program freezes. Desperate for a fix!

Explorer ,
Apr 19, 2023 Apr 19, 2023

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I've been experiencing significant issues with tool switching, primarily with vector brushes in Fresco Files.

 

Here's a video to show what happens: https://youtu.be/aA_PZ5P4S1s

 

I'll be drawing with a vector brush and need to erase something, and I can't tap the erase button, a new layer, a new tool, or anything. It's like the only thing I can do is draw and everything else in the program is frozen. When I exit the program and come back, everything is fixed! I can erase, open a new layer, import a picture, etc. For a few seconds to a minute or until I draw again ,then everything freezes again and have to switch to another app again. Sometimes it doesn't fix when I program switch, and I have to close the Adobe Fresco app entirely for it to reset. 

 

 

 

Specs: 

  • iPad Pro 12.9, 4th gen
  • iOS 16.3.1 (has happened on previous versions as well)
  • Fresco 4.4.2 (has happened on previous versions as well)

 

Notes and comments:

  • Yes, I've restarted my iPad multiple times.
  • Yes, I've signed in and out of Adobe multiple times. 
  • This happens on complex files with many layers, and it happens on simple files I just created
  • It occurs with all files types: vector only, vector and image, and vector/pixel/image. Every file I create and work on has this issue.
  • It happens if Fresco is the only program open or if there are other things running
  • It happens despite having a TON of available storage. 
  • It happens when I first open the program and when I've been working for a while
  • It happens every few seconds to every few minutes
  • My pencil is charged and the tip is screwed in all the way. 

I am a live event illustrator, and having to swipe up to switch programs or close the program entirely completely ruins the experience of my clients. I would have switched software by now, but this is the only good vector drawing app out there, so I'm stuck. 

I am DESPERATE for advice or a fix. Happy to make more videos- it's so common it will happen any time I record. 

 

TOPICS
Performance , Tools , Vector Brushes

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Community Expert ,
Apr 20, 2023 Apr 20, 2023

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Not sure if I can help much (an Adobe employee might be better suited) but one course of action would be to close all apps, reset the CC app (ALT+CTRL+R on a PC OPT+CMD+R on a Mac)
and wait a couple of minutes.

Once done, go over the cloud icon on the top right of the window and check if everything is synced, check also your files are there.

https://community.adobe.com/t5/download-install-discussions/reset-the-creative-cloud-desktop-app-to-...

Once done, start Fresco again, and see if that helped.

If it persists, you might want to contact Adobe customer service via the webchat)

Imaginerie_0-1681986724978.png

 

on any adobe page

 

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Adobe Employee ,
Apr 21, 2023 Apr 21, 2023

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Hello @emilymills,

 

We understand that encountering technical issues can be frustrating. Would you mind checking if all of your work is synced online (https://assets.adobe.com/cloud-documents)? If yes, kindly try deleting the app, restarting your iPad, and then reinstalling Fresco to check if it helps.

 

If not, kindly share a sample file you're having trouble with (https://helpx.adobe.com/creative-cloud/help/share.html#:~:text=Share%20links%20to%20a%20cloud%20docu...) so that we can check it on our end.
Note: While creating the link, kindly change the Link Access to Public and turn ON the option for Save a Copy.

 

Looking forward to hearing from you.

 

Thanks,

Anubhav

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Explorer ,
Apr 21, 2023 Apr 21, 2023

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Do you mean reinstall Fresco? (not illustrator?)  I can share a file, but it happens on literally every single file, so I highly doubt this is a file issue. It happens on complex files and newly created ones. 

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Explorer ,
May 04, 2023 May 04, 2023

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I have done these steps and it fixed nothing. The vector brush freezing problem persists. It happens with every single file. My work is NDA protected and I cannot share files publicly.

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Adobe Employee ,
May 11, 2023 May 11, 2023

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Hello @emilymills,

 

We're sorry for the trouble. It looks like we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/contact.html?rghtup=autoOpen) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

 

Thanks,

Anubhav

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