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Fresco 4.4/4.3 - Crash on launch on Windows

New Here ,
Mar 19, 2023 Mar 19, 2023

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Cuando abro la aplicacion y trato de elegir un tipo de documento para comenzar a dibujar la aplicacion se cierra.

 

[Renamed by Mod]

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Community Expert ,
Mar 19, 2023 Mar 19, 2023

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Is this recent with new update? Were you able to use previous versions?

What device are you running?

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New Here ,
Mar 19, 2023 Mar 19, 2023

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Probe con la nueva actualizacion y con la version anterior, con ninguna funciona.

 

Uso una Notebook Asus Ryzen 7 con Windows 10.

 

Vi sugerencias en el foro pero ninguna funciona.

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Community Expert ,
Mar 19, 2023 Mar 19, 2023

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Check the System Requirements page. One key feature is that Direct X is version 12.1. Must have the .1.

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New Here ,
Mar 19, 2023 Mar 19, 2023

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Si, tiene los requisitos y tiene esa version  de Direct X

Jesus28956484lt98_0-1679271674773.png

 

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Adobe Employee ,
Mar 20, 2023 Mar 20, 2023

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Hello @Jesus28956484lt98,

 

We understand how frustrating it can be to experience crashes. Would you mind running Fresco under a different administrator account (https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-...) and checking if it helps?

 

Also, kindly check if all of your work is synced online (https://assets.adobe.com/cloud-documents). If yes, please try resetting Fresco (https://support.microsoft.com/en-us/windows/repair-apps-and-programs-in-windows-e90eefe4-d0a2-7c1b-d...) and share your observations.

 

If the issue persists, kindly share the logs by following the steps shared in this help article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html), so we can check it with the team.

Looking forward to your response.

 

Thanks,

Anubhav

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New Here ,
Mar 20, 2023 Mar 20, 2023

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Creando un usuario alternativo en mi notebook con permisos de administrador, si me deja usar Adobe Fresco.

 

En este caso que podria hacer para poder usarlo en mi cuenta principal .?

 

Gracias!!!

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New Here ,
Mar 21, 2023 Mar 21, 2023

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Hola. Sabes cómo puedo solucionar el problema.? Estoy necesitando resolver por favor

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Adobe Employee ,
Mar 21, 2023 Mar 21, 2023

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Hello @Jesus28956484lt98,

 

Would you mind trying to run Fresco as an administrator under your primary account and checking if it helps?

AnubhavMajumder_0-1679407003256.png

 

Also, kindly share the DxDiag (https://support.microsoft.com/en-us/windows/open-and-run-dxdiag-exe-dad7792c-2ad5-f6cd-5a37-bf92228d...) and System Information Report (https://nvidia.custhelp.com/app/answers/detail/a_id/2507/~/how-to-generate-a-microsoft-system-inform...), so that we can investigate this further.

 

Looking forward to your response.

Regards

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New Here ,
Mar 21, 2023 Mar 21, 2023

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Hola,

 

Tampoco funciona ejecutando como administrador.

 

Te adjunto uno de los informes, el informe .nfo no me deja adjuntarlo. Como puedo compartirlo?

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New Here ,
Mar 23, 2023 Mar 23, 2023

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Hola. Tendrás alguna otra sugerencia para seguir por favor .?

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New Here ,
Mar 23, 2023 Mar 23, 2023

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Recibi este nuevo mensaje de error error.png

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Adobe Employee ,
Mar 24, 2023 Mar 24, 2023

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Hello @Jesus28956484lt98,

 

Sorry for the delayed response. Would you mind confirming if Fresco worked under the other account? Also, kindly collect and share the log file (ZXP) here (https://community.adobe.com/t5/illustrator-discussions/share-your-files-in-6-simple-steps/td-p/12967...), so we can check it on our end.

 

Looking forward to your response.

Regards

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New Here ,
Mar 24, 2023 Mar 24, 2023

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Hola,

 

Si, en la otra cuenta funciona perfectamente.

 

Te dejo el enlace con el archivo que me solicitaste:

https://shared-assets.adobe.com/link/961fbd87-3e2a-415c-542f-4fd6964b7d50

 

Tambien te dejo la informacion con el correo que me llego:

El siguiente archivo se cargó en Adobe LogCollector Portal:

Archivo: AdobeLogs_20230324_092311_081 -win-GS.zxp

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New Here ,
Apr 21, 2023 Apr 21, 2023

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Buenas, ¿apareció solución? llevo dos semanas instalando y desinstalando, pero siempre me sale ese ( error catastrófico ) y lo tengo todo en orden DirectX 12 y demas.

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New Here ,
Apr 21, 2023 Apr 21, 2023

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Hola Victor. No, nunca tuve solución, me contactó una persona de soporte, probamos varias cosas ingresando remotamente a mi notebook pero nada funcionó. La única forma que tengo de usarlo es entrando a otro usuario que cree en la misma notebook. No tiene mucho sentido para mí. Saludos

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Adobe Employee ,
Apr 21, 2023 Apr 21, 2023

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Hello @victor28278628f523,

 

Sorry for the delayed response. It seems there are permission issues in the other user account, and we will 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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New Here ,
Apr 21, 2023 Apr 21, 2023

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Hola,

 

Ya se encontró solución al problema .? .. A mi me contactaron por chat, más o menos hace un mes y no me pudieron solucionar el problema.

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New Here ,
Apr 21, 2023 Apr 21, 2023

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No me he metido en el enlace voy a probar luego si me da tiempo y aviso si se resuelve, si no probaré le de iniciarlo con otro usuario.

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