Fresco Crashes on Launch...HELP!

[kevinc11564850]

Fresco will not open. Crashes half way through launch. I have tried re-bbot, reintall of entire Creative Suite...still will not launch. I see alot of posts about this, but no solutions

Here are my OS specs:

Edition Windows 10 Pro
Version 22H2
Installed on ‎11/‎19/‎2020
OS build 19045.2965
Serial number 002784773353
Experience Windows Feature Experience Pack 1000.19041.1000.0

[Anubhav M]

Hello @kevinc11564850,

We understand that encountering technical issues can be frustrating. Would you mind trying to download Fresco v4.0 using this updated link and checking if it helps?

(https://ccmdls.adobe.com/AdobeESD/FRSC/4.0.0/win64/65329b20-2fb0-4131-a587-6df11b7f46e4/Adobe_Fresco...)

Note: This link is only valid for the next 24 hours.

Also, before installing the older version, kindly try and replicate the issue and share the logs by following the steps shared in this help article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html), a screen recording of the problem (https://community.adobe.com/t5/illustrator-discussions/screen-record-an-issue-on-windows-amp-macos-f...), and a sample file you are having trouble with (https://helpx.adobe.com/creative-cloud/help/share.html#:~:text=Share%20links%20to%20a%20cloud%20docu...), so we can check it with the team.

Looking forward to hearing from you.

Thanks,

Anubhav

[kevinc11564850]

Yes. V4 worked.

I uploaded the shared logs, however, I could not get a recording of the incident (Windows recorder does not record the desktop...only apps) All that i could recorded was me clicking the "open" button

The crash always happened like this:

Click open

Get splash page

App openes

Spins wheel on "Loading Document"

Freezes

Quick flash...and everything dissapears

No errors

No crash report

Also:

For the past several months, Illustrator has been giving me this warning, but still seems to work ok.

"

Video    Intel(R) HD Graphics 620 v.27.20.100.8682

----------------------------------------------------------------------------

1. The current version of your Intel display driver may cause performance and stability issues. 

        It is strongly recommended that you update to driver version 100.9168 or later.  Drivers are provided by Intel or your computer's manufacturer.

URL: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html"

I looked into an update for the driver, but from what I can tell v.27.20.100.8682 is as high as my Surface Pro can go.

[David28342602n80n]

I am having the same problem!

[DaveJCummings]

How much RAM and available storage do you have?

[Anubhav M]

Hello @David28342602n80n,

Sorry to hear about this experience and for the delayed response. Would you mind confirming whether you're using Fresco on an iPad/iPhone or a Windows computer?

If you're on an iPad/iPhone, kindly check if all of your work is synced online (https://assets.adobe.com/cloud-documents). If yes, kindly try deleting Fresco, restarting your device, and then reinstalling the app to check if it helps. Also, check if the OS installed is up to date (https://support.apple.com/en-us/HT204204).

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 (https://assets.adobe.com) and share a link to the file here or via DM.

If you're on Windows, 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. Also, try installing Fresco v4.0 using this link and checking if it helps: https://ccmdls.adobe.com/AdobeESD/FRSC/4.0.0/win64/65329b20-2fb0-4131-a587-6df11b7f46e4/Adobe_Fresco...

Note: The link is only valid for the next 24 hours.

Looking forward to hearing from you.

Thanks,

Anubhav

[Anubhav M · Accepted solution]

Hello @kevinc11564850, @David28342602n80n,

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