Fresco crashed while using Blur Tool on Windows 10

New Here ,
Jun 28, 2021 Jun 28, 2021

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My Fresco crashes every time I try to use the Blur tool--I switch from a drawing brush to the Blur tool, but before I can do anything with it, Fresco crashes. I send a crash report every time, but there has been no improvement. I use a Microsoft Surface Pro 7. Any advice on how to get the Blur tool to work?

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Adobe Employee ,
Jul 02, 2021 Jul 02, 2021

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Hi there,

 

Sorry about the crashing. Could you please share a few more details like:

  • Exact version of Fresco
  • Logs using the Log Collector tool.
    After submitting the log you will receive an email with a log number. It looks something like this AdobeLogs_XXXXXXX_XXXX_XX-win.zip. Kindly share that log number with us. This will help us find the log and assist you accordingly.
  • Does the crash happen while working on a specific document?
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.

 

Looking forward to your response.

Thanks & Regards
Anshul Saini

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New Here ,
Jul 07, 2021 Jul 07, 2021

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Here is the log number.: AdobeLogs_20210707_104823_454-win.zip

The crashes happen on any drawing I work on, no specific file. It started
happening in late May and got so bad I haven't worked on any projects for
about 3 weeks (I periodically check and the Smudge tool still immediately
crashes Fresco. There were no major changes to the system, the computer is
very new, so only the regular system updates as advised by Windows have
occurred.

Thank you for your assistance.

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Adobe Employee ,
Jul 08, 2021 Jul 08, 2021

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Thanks for sharing the log number. I have shared the log with the product team, and they will look into it.

 

I will get back to you as soon as I get a response from the team.

Regards,
Anshul Saini

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Adobe Employee ,
Jul 12, 2021 Jul 12, 2021

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Hi Elenya. 

 

Clearing the DirectX Shader Cache has worked for a couple of people having this same problem but before I give you the steps, I want to make sure that there's not something else going on. 

 

Unfortunately I don't see the information that I need in the logs you've submitted. Can I trouble you  to write to us through Fresco's Report A Bug link? It's in App Settings > Help > Support > Report A Bug and all of your device/app information will auto-populate the email. 

 

You don't have to repeat all of this conversation just put the link to this post in the email. 

 

Sue.

 

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