Fresco is crashing on editing mask

New Here ,
Nov 08, 2021 Nov 08, 2021

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Hello. I don't understand why Fresco is crashing when editing mask. It's doing every time on windows version on two different computer.

 

Thanks a lot

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Adobe Employee ,
Nov 09, 2021 Nov 09, 2021

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Hi there,

 

We are sorry about the crashing! There could be multiple reasons behind these crashes, which we are trying to identify.

Does the crashing happen while editing the mask in a specific file? If yes, could you please share the document with us? You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link. Also, share the screenshot highlighting which object/layer this is.

 

Additionally, please share the DxDiag file from your system. Steps are shared here (https://support.microsoft.com/en-us/windows/open-and-run-dxdiag-exe-dad7792c-2ad5-f6cd-5a37-bf92228d...).


And Share the files from the following location: (Most important)
C:\Users\<Your User Name>\AppData\Local\Packages\Adobe.Fresco_pc75e8sa7ep4e\AC\Temp\NGL

 

This will help us troubleshoot this issue and assist you accordingly.

 

Thanks & Regards,

Anshul Saini

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Explorer ,
Jan 09, 2022 Jan 09, 2022

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I got the same problem. Fresco crashes already, when I create an empty mask. I reported it a while ago, but got no response from you at all.

I use a Surface Pro 7, i7 with 16 gb RAM. Windows 10.

In the meantime I am really annoyed, as a long time Adobe customer. Such a high priced product and a long time error and no support at all.

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Adobe Employee ,
Jan 10, 2022 Jan 10, 2022

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Hi there,

 

Sorry to hear about your experience. This is not the experience we want you to have. I would request you to share the details as asked above. Looking forward to your response.

 

Regards,

Anshul Saini

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New Here ,
Jan 22, 2022 Jan 22, 2022

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Hi there, 

 

I have the same problem. Whenever I try to edit / create a mask, Fresco crashes on a windows system (21H2, Intel Core i7, 16GB, SSD, Nvidia P2200, dxdiag shows no errors)

It happens on every file, even on a blank, newly created one. 

Pleas help. 

Thanks, Viola

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