File stuck on “opening”

[A_B0606]

Need help opening my files / finding out why they aren't opening.

I started a drawing, worked on it for a few weeks and now the file keeps getting stuck on 'opening'. I made a copy of the file and that won't open either.

I started a new file and after working on it for a few days, that file won't open anymore and is again stuck on 'opening'.

I deleted excess files so I know it's not my storage. These specific files open on creative cloud and on photoshop, but not on Fresco. I am worried that any new work will eventually be stuck and unusable. All work is done on my iPad.

[Srishti Bali]

Hi @A_B0606

I'm sorry you're experiencing this issue. It's good to hear that the files are opening in Photoshop—are they fully editable there? If so, that’s a positive sign that the files are intact, and we can focus on troubleshooting Fresco. Could you also let me know which version of Fresco you're using and whether you're on iOS or Windows? I'm happy to help!

Regards,

Srishti

[A_B0606]

Hi Srishti,

Thanks for your quick reply. I have checked and they are editable on photoshop. 
I am using version 6.2.0 of Fresco and version 5.5.2 of Photoshop on my iPad (iOS. 18.3.1).

Regards, 

AB

[Anubhav M]

Hello @A_B0606,

Sorry for the delayed response. Would you mind sharing a link to a sample cloud document (https://adobe.ly/3DiZXMq) so I can check it on my end?

Note: While sharing the document, kindly make the link public and enable the option to Save a Copy under Link Settings.

Looking forward to hearing from you.

Anubhav

[A_B0606]

https://assets.adobe.com/id/urn:aaid:sc:EU:6b83ea9a-5f26-44e4-88c9-ede62fbca4ec?view=difile

Hi Anubhav,

Thank you for your reply. I have shared the link above. I hope you are able figure out what's going on.

Kind regards,

AB

[A_B0606]

In case that link doesn't work - https://alpha.photoshop.adobe.com/id/urn:aaid:sc:EU:6b83ea9a-5f26-44e4-88c9-ede62fbca4ec

[Anshul_Saini]

Hi @A_B0606,

Thanks for sharing the links. Unfortunately, we are unable to download these files.

Could you please follow these steps to share them correctly?

1. Go to this website: Adobe Cloud Documents

2. Find the file you want to share and click on the three dots (ellipsis) next to it.

3. Select “Share” from the dropdown menu.

4. In the Share Document dialog, click on the gear icon in the top corner.

5. Toggle “Save a Copy” on.

6. Under “Who can access,” select “Anyone with the link can comment.”

7. Copy the link and share it here.

This will help us properly investigate the issue. Looking forward to your response!

Best,

Anshul Saini

[A_B0606]

https://alpha.photoshop.adobe.com/id/urn:aaid:sc:EU:6b83ea9a-5f26-44e4-88c9-ede62fbca4ec

[Anshul_Saini]

Hi @A_B0606,

Thanks for sharing the link again! Unfortunately, it appears to be the same as before, and we still can't access the file directly.

That said, I went ahead and duplicated your file since it was not editable, and I encountered the same issue you described. I have now shared this with our product team for further investigation.

I truly appreciate your patience while we work on this. I’ll update you as soon as I have more information!

Best,

Anshul Saini

[Anshul_Saini · Accepted solution]

Hi @A_B0606,

Thanks so much for your continued patience while we investigated this issue.

Our team looked into your file in detail, and we discovered that the topmost vector layer with the green marks contains over 400,000 vector points. This extremely high complexity is causing the file to take a long time to open in Fresco.

The team left the file open on the iPad, and while it took close to an hour, it eventually opened successfully. So, the file isn’t lost, it's just very heavy on resources.

Here’s what you can do to resolve it permanently once you have the file open:

1. Tap the gear icon in the top right corner of Fresco.
2. Go to App Settings > Experimental > Simplify Layers.
3. This will significantly reduce the number of points in all vector layers (the green one dropped to around ~1,000 points).
4. Save the file.
5. It should now open normally in the future.

Please share a few more details to help us better understand the root cause and improve performance in the future.

• Which version of Fresco was used to create the original artwork, and on which platform (iOS/ Desktop)?

• Which version of Fresco was used when you last edited the file?

• Did you use Photoshop to edit the file as well?

• Any idea of the steps you performed on the topmost vector layer with the green marks? (e.g., using a particular brush, duplicating shapes, etc.)

We’re here to help, so please don’t hesitate to reach out with anything else!

Best,

Anshul Saini

[A_B0606]

Hi Anshul,

Thank you for getting back to me.

This has worked and I have simplified the file.

To answer your questions

- Version 6.2.0 of Fresco and iOS

- Version 6.2.0

- Only Fresco

- I simply painted a large green blob with the vector pen. I then used the lasso tool to remove the negative spaces based on the image below.

Thank you again for your help!

[Anshul_Saini]

Hey @A_B0606,

Really glad to hear that the solution worked and you were able to simplify the file!

Thanks a ton for sharing those details. They are super helpful for the team as we continue improving performance. We’ve shared this with the product team and will keep an eye on similar cases.

If they have any follow-up questions or updates, we’ll reach out. For now, I’m closing the loop on this one.

Appreciate your patience and collaboration throughout!

Best,

Anshul