Fresco crashing after just installing it for the first time

Report · Apr 23, 2020

Hi there,

I am having an issue getting Fresco to work on my laptop. I have a Surface Book 1, I meet all the system requirements, have plentry of creative cloud space, don't have any anti-virus software blocking it. I've check my graphics card, restarted my computer multiple times, updated my laptop to be safe, changed the file location for Fresco to different folders and hard drives, and it still refuses to load.

I downloaded it through my creative cloud app for the very first time a few hours ago and before it fully launched gave me a window that says "An error has occured, please restart Fresco" which you can see in the video attached. From there it either tries to reload or crashes comepletely, and nothing I have tried seems to help. I can't figure out what the issue is, and I've been searching for possible solutions for hours.

Is there anything else I can try, or is there a very specific step I am missing?

Thanks,

-Ashley

Report · Apr 24, 2020

Hello ashleyl89374137,

I was unable to see the video but would need some logs from your system to help with the issue. Kindly follow these steps and share the logs with us to proceed further:

https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

Thanks a lot,

Rohit