FRESCO ERROR

[Chris28638035niqw]

I recently discovered Fresco and it's amazing, unfortunately since two days ago, when I open  a file it appears like a black wallpaper and it makes me unable to see where I'm painting (I'm on Windows 11 and I've already installed it twice)

[Imaginerie]

Damn!
Can you pst a screenshot of the whole interface? (with a file open)
Also, just in case, do you have a graphic card update by any chance? Can you try to update and see if it helps?

[Chris28638035niqw]

Here it is the screenshot of the whole Interface. My graphic card is already updated, I checked earlier because I thought about the same problem but thanks for the tip.

[Imaginerie]

OK, I got a look at your screenshot and I think something is wrong. I can clearly see dooddles on the top layer, and your screen is just 91% (so there 's no sign of you being "off canvas". I think only someone at Adobe can help, you can hang out here but there is guarantee someone will answer swiftly, or you can contact Adobe customer service:

https://account.adobe.com/profile

and then click on the "help center" at the bottom of the page

you'll end up there (and at the bottom right, you'll see that icon.)

click on it, you'll get greeted by a robot, but after the first questions you can specifically ask to speak to a human being.

Hope you'll get help!

[DaveJCummings]

What model are you using? How much storage and RAM do you have and how much is available? 

[Sjaani]

Does the black screen appear on all files you open? Including new and old. Or just the current files you're sharing in the screenshot?

I see you've done the reinstall step but also check that Win11 and all drivers are up to date.

Can you tell if you have DirectX 12.1, without this exact version we've seen many different issues.

[Anubhav M]

Hello @Chris28638035niqw,

We understand that encountering technical issues can be frustrating. We are here to help and would like to suggest trying to reinstall the drivers for your GPU (Intel / NVIDIA / AMD). If you don't mind, could you please follow the steps and share your observations with us? We appreciate your time and effort in helping us resolve this issue.

Looking forward to your response.

Thanks,

Anubhav

[Chris28638035niqw · Accepted solution]

I finally solved the problem by looking for "Devices" on the Windows 11 panel, then disabled and re-enabled the graphics card. Finally I assigned the graphics card to Fresco program from the "Graphics" panel found in the Settings. Thank you all for the support you have been wonderful. I hope this little "problem" can help someone like me who is not very practical. ❤️

[Imaginerie]

Thanks for sharing your solution as it helps others immensely!

[DaveJCummings]

Glad you were able to figure it out