Fresco 4.6.0 crashes and previous working 4.3.0 not available!

[herr carlsson]

After Version 4.4 did crash while loading and the only solution was to reinstall 4.3 I already was in a bad mood. Now there's the update to 4.6. and the only thing that changed is that 4.3. can't be reinstalled!

I've done all of your advices submitted my log and all the stuff you told us before. Nothing worked out. I'm totally p*ssed. I'm an Illustrator and I can't work at the moment! You are forcing people to switch to Procreate. So sad to see what's (not) going on with Adobe.

Sorry but I'm really upset, angry and disappointed ...

PS. Working on a Surface Pro 6 with Win11

[Brandy Mac]

Actually, nevermind, i called customer support and the representative was able to remote into my computer and install version 4.0, thanks!

[Anubhav M · Accepted solution]

Hello @herr carlsson, @Brandy Mac, @TFBG - Print, @75712492, @Kajrov,

Thank you for your patience. Our team has recently released a newer version of Fresco 4.7 that may help solve the issues you're experiencing. Could you please try updating to the latest version and let us know if it improves your situation?

Looking forward to hearing from you.

Thanks,

Anubhav

[75712492]

Yes, thank you so much. I am able to open it without crashing and create a new document. Much appreciate it!!!!

[herr carlsson]

I can't believe it: It works as fine as never before. Thanks a lot for fixing and improving!

[Brandy Mac]

So far, so good, with just one little weird problem for me... There are now random black spots showing up on my artwork (see screenshot). It's not a brush spot, I'm using a totally different brush and a different color. I can paint over it to "fix" my artwork, but then they just show up in a different place. Any ideas?  

[Brandy Mac]

Here is another black spot that just showed up. This spot looks like its from one of the brushes in my Favorites list. But I was using a different spatter brush in a different color at the time it just randomly popped onto the screen. 

[Brandy Mac]

And now it's crashing too. 😞 I contacted Wacom about the weird spots and we determined that it is *not* an issue with my tablet, this is a Fresco problem. Help!

[Anubhav M]

Hello @Brandy Mac,

We understand how frustrating it can be to experience crashes. Would you mind trying the following steps and checking if it helps:

Kindly reinstall the GPU drivers (Intel / NVIDIA / AMD) and set the Graphics Preference to High-Performance for Fresco (https://www.amd.com/en/support/kb/faq/gpu-110) and check if it helps.

Additionally, 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 hearing from you.

Thanks,

Anubhav

[Brandy Mac]

I updated the drivers but of course I'm unable to set set the Graphics Preference for Fresco to High-Performance because Fresco isn't a desktop app. It's in the cloud, no? I have searched for it among my Desktop apps, according to step 7 in the link you provided, but it doesn't exist. Please advise.

[Brandy Mac]

Nevermind, I found it, it was under "microsoft store apps", not desktop apps.

[Brandy Mac]

So I have now done everything you suggested and it still didn't work. I still get little brush strokes all over when I set my hand down. I downloaded the log app and it uploaded something to you. It does not do this in any other Adobe program, and I've reinstalled the wacom drivers/preferences, etc so it isn't a Wacom issue. Please advise.

[Anubhav M]

Hello @Brandy Mac,

Thanks for sharing the details, and sorry to hear you're still having trouble. To better understand the root cause of the problem, would you mind trying to disconnect the Wacom Tablet and use the mouse to draw in Fresco and check if it behaves the same? Also, kindly share the make/model of your computer/Wacom tablet, system config (CPU/GPU/Memory), whether Fresco behaves this way with other files, and a screen recording of the problem (https://community.adobe.com/t5/illustrator-discussions/screen-record-an-issue-on-windows-amp-macos-f...) so we can check this with the product team.

Looking forward to hearing from you.

Thanks,

Anubhav

[Brandy Mac]

Sorry for the long delay.

I disconnected the Wacom and opened Fresco on my laptop. I could not replicate the problem using the touchpad on my laptop, nor with the mouse.

I discovered something just now that might help... The problem seems to start (while using my Wacom) after I utilize the touch shortcut button. For example, if I use a brush to create a square shape, then double-tap the shortcut button to change the brush to an eraser and erase a portion of the square, then double-tap the button again to change it back to the brush, I notice that little "erased" circles appear where my hand brushes the artwork.

Here's what's especially strange: these erased circles are about the size of the touch button. It doesn't matter what brush I'm using at the moment, the circle is always the size of the touch button, and perfectly round just like the button. If I then use the stylus, it'll continue to draw normally with the brush I have selected. But if my HAND touches the screen, boom, I get this erased circle the size of the touch button.

I don't know how to record my screen, I'm so sorry. 

It does this with all Fresco files. Doesn't do it in Illustrator or Photoshop (which makes sense since they don't have the shortcut touch button that Fresco does).

Laptop: ASUS VivoBook

Wacom: Cintiq Touch Pro 24

System Config: See screenshot (let me know if that's what you need)

[Anubhav M]

Hello @Brandy Mac,

Sorry for the delayed response. Would you mind trying to update to the latest version of Fresco 4.7 and checking if it helps? 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 hearing from you.

Thanks,

Anubhav