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Frequent application crashes in Windows 11

New Here ,
Dec 21, 2023 Dec 21, 2023

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  1. hi. When using fresco with HP spectre ×360 Convertible 13-ae0xx, the application force closes with high frequency. I am fed up with having to send a report each time.
    I have tried uninstalling fresco and creative cloud and using a different admin account but to no avail. I have run a clean boot and same thing.
    Can you please do something about this?

I am using a translation site. Sorry if it's wrong.

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Device , How-to , Performance

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Adobe Employee ,
Dec 21, 2023 Dec 21, 2023

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Hi @90876254943,

 

I'm sorry to hear that you're experiencing frequent crashes with Adobe Fresco on your HP Spectre x360 Convertible running Windows 11. To better understand and address the issue, would you mind providing the following details?

  • System Specifications:

    • Operating System version (specific build of Windows 11).
    • Processor details.
    • RAM size.
    • Graphics Card details.
  • Crash Dumps: When Fresco crashes, it generates crash dumps that can help in diagnosing the issue. Please navigate to the following location: C:\Users\<username>\AppData\Local\Packages\Adobe.Fresco<app id>\AC\Dumps

    Share these crash dumps by uploading them to Dropbox, Google Drive, or any similar service. Share the link here so we can analyze the dumps.

  • Additional Information:

    • Are there specific actions or tools in Fresco that trigger the crashes? Does it crash on launch, creating or opening new/existing documents, etc?
    • Have you noticed any patterns or specific scenarios when the crashes occur?

These details will assist us in investigating the problem more effectively and providing you with a suitable solution. Thank you for your cooperation, and we appreciate your patience as we work to resolve this issue.

 

Best regards,

Anshul

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New Here ,
Dec 30, 2023 Dec 30, 2023

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Thanks for replying. Here is my System Specifications.

 

Operating System versionWindows 11 Pro 22H2

Processor detailsIntel(R) Core(TM) i7-8550U CPU @ 1.80GHz   1.99 GHz

RAM size.16.0 GB

Graphics Card details.Intel(r) UHD graphics 620

 

And this is the dump file.

https://drive.google.com/file/d/12aKn63WzZ-TX4ephPtIF68yIq-ha_DBO/view?usp=sharing

 

https://drive.google.com/file/d/1EJj8w91gQrmZR8HxkjTIMt7WcxvHCngo/view?usp=sharing

 

There is no particular regularity in the occurrence of crashes. The same occurs when a clean boot is performed.

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Adobe Employee ,
Jan 01, 2024 Jan 01, 2024

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Hello @90876254943,

Sorry to hear about your experience, and thanks for sharing the logs. While I check this with the team, would you mind trying to update the OS(https://adobe.ly/3vjG8Al) and checking if it helps?

 

Also, kindly reinstall the GPU drivers (Intel / NVIDIA / AMD) and set the Graphics Preference to High-Performance for Fresco (https://adobe.ly/3vjZ2XI) and share your observations.

 

Looking forward to hearing from you.

 

Thanks,

Anubhav

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