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Frequent crash on launch.

New Here ,
Dec 30, 2023 Dec 30, 2023

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Hello everyone, recently i just installed Adobe Fresco, but however I couldn't experience the app because of frequent crashing on launch. 

Here are some details about my problem:

  • System Specifications:

    • Operating System version: Windows 11 Home Single Language 64 Bit ( 10.0, Build 22621)
    • Processor details: Intel (R) Core (TM) I5-8265U CPU @ 1.60 GZ (8 CPU's) ~ 1.8GZ
    • RAM size: 20480MB RAM
    • Graphics Card details.
  • Crash Dumps: My dump file for the crash: https://drive.google.com/file/d/1Da7ORiC4N2DeHGJuh08-sJ5HKNgJZw5X/view?usp=sharing

  • Additional Information:

    • It opened when i launched it, but when i want to create new document, it force closed.
    • It always crashed whenever i launch or create new documents, so it never let me actually use the app.

Thank you for your assistance, i'm looking forward to use this app soon. 

TOPICS
Activation installation and billing , Device , Performance

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Adobe Employee ,
Jan 01, 2024 Jan 01, 2024

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Hello @Berlian340243783m8t,

We understand how frustrating it can be to experience crashes. Would you mind trying to update the OS(https://adobe.ly/3TNCvwD) and Fresco(https://adobe.ly/3tBqJL6) to the latest version and checking if it helps? Also, try the following steps and share your observations:

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

 

Also, kindly reinstall the GPU drivers (Intel / NVIDIA / AMD) and set the Graphics Preference to High-Performance for Fresco (https://adobe.ly/3TKiQ0O) and check if it helps.

 

Additionally, check if all of your work is synced online (https://adobe.ly/3H7ZbQw). If yes, please try resetting Fresco (https://adobe.ly/41LtUwC...) and share your observations.

 

Looking forward to hearing from you.

 

Thanks,

Anubhav

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New Here ,
Jan 01, 2024 Jan 01, 2024

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Good evening,

 

I'm having the same issue. Everything is upto date and I have tried everything mentioned above but it still won't open. 

 

Thanks,

Bryony Loveless

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Adobe Employee ,
Jan 02, 2024 Jan 02, 2024

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Hello @Bryony34541781dkcm,

We understand how frustrating it can be to experience crashes. If you're using Fresco on a Windows computer, would you mind trying the following steps and share your observations:

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

 

Also, kindly reinstall the GPU drivers (Intel / NVIDIA / AMD) and set the Graphics Preference to High-Performance for Fresco (https://adobe.ly/3S3AATl) and check if it helps.

 

Additionally, check if all of your work is synced online (https://adobe.ly/3H1JISj). If yes, please try resetting Fresco (https://adobe.ly/3TKfc6M...) and share your observations.

 

If the issue persists, kindly share the logs by following the steps shared in this help article (https://adobe.ly/3tCuf7Z) so we can check it with the team.



If you're using an iOS/iPadOS device, kindly check if all of your work is synced online (https://adobe.ly/3H1JISj). If yes, try deleting Fresco, restarting your device, and then reinstalling the app to check if it helps.

 

If the issue persists, kindly share the crash report so that we can investigate this further:

  • Open iPad Settings > Privacy & Security > Analytics & Improvements > Analytics Data. You will see file names like “JetSam-2023-01-03-083327.ips” (2023-01-03 is the date in the log & 083327 is the time). Ensure you share the recent log file after the crash by looking at the timestamp.
  • Upload the file to (Dropbox, Google Drive, etc.) and share a link to the file here or via DM.

 

Looking forward to hearing from you.

 

Thanks,

Anubhav

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