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Fresco is crashing while starting

Forum|Forum|5 years ago
April 19, 2020
17 replies
25216 views

Hi everyone,

when I am starting Fresco on my Surface Pro 6 it crashes before I can do something. There is the loading screen and then after a few seconds it crashes without a fail report or something else.

Possible reasons?

Tobi

Device

This topic has been closed for replies.

Correct answer Rohit Guglani

Hello Tobi,

Can you share the logs from your system by collecting using these steps:

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

Also, can you try these steps:

1. Go to Creative Cloud Desktop Application

2. Press Ctrl+Alt+R

3. It will show a dialog to Relaunch

4. Click Continue and wait for 2-3 minutes

5. Launch Fresco

Thanks,

Rohit

Show previous replies

M

María José5C80

New Participant

I have exactly the same issue. It is independent of the device, it is a problem of Fresco itself. I am using Wacom One 13.

And what's more, when I can open Fresco after the crushing, I can't open any of my files, because it says they are not psd. So crazy, did I loose all my work?

Sue Garibaldi

Community Manager

María.

Please contact us through Fresco's in-app Report A Bug link (tap the avatar icon on the Home screen then App Settings > Help > Support > Report A Bug) so we can see all of your device app information that auto-populates the email.

When you write us there, just mention that you posted here and I'd like you to check a couple of things to and let me know what you find:

1. Are you able to export a PSD of these drawings that are showing this error (tap the ellipses icon under the drawing thumbnail then from the More actions menu tap Export as PSD)?

2. When you sign in with your Adobe ID to https://assets.adobe.com/cloud-documents is all of the work that's on your iPad showing up there? Are any of the drawing thumbnails blank on either your device or on the website?

3. Have you tried opening any of these files in Photoshop either on iPad or desktop from Cloud Documents?

4. I'd also like you to share with me any one of the documents that's showing this error when you try to open it. Here's how to do that: Tap the ellipses icon (...) under the drawing then from the More actions menu tap Share link (make sure the toggle for "Allow save to Creative Cloud" is ON) and copy the link that's in that window.

I'll watch for your email.

Sue.

Alessia362

New Participant

Hello, I am having the same issue.
Fresco crashes as soon as it starts, the app detects that it had crashed before because it gives me the option to fill in the report of the crash and send it for diagnostics. However I have not been able to actually send it because the app crashes before I can do anything to the screen.

I tried uninstalling and reinstalling, I tried reinstalling the previous version, resetting it from Settings, but nothing worked.
It is very upsetting to pay for a service and not have access to it.

Is there any way to fix this?
I am using a Surface Pro 7 (i7, 8gb Ram)

N

Nova38

New Participant

I in a very similar boat to Alessia362. I have had the same exact thing happen to me on my surface pro 7 (the only difference is I have i5,8gb version)

It appears to be an issue with compatibility on the surface pro line as my Specter x360 15' 2019 2in1 doesn't have any issue launching it.

Rohit Guglani

Adobe Employee

Hello Alessia and Nova,

Kindly share the logs from your system for us to look into the issue. Steps to be followed are listed here: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html.

Fresco is very much compatible with your devices and we will look into the issue.

Regards,

Rohit

V

VelyanaYurukova

New Participant

Same problem. It happens with Adobe Draw and Adobe Sketch too. The apps close after you see the launching screen.

iPad Pro, 2nd gen

Software version: 13.5.1

40 GB free space

Btw Adobe Photoshop on my iPad workes just fine.

Sheena Kaul

Community Manager

The issue is fixed now.

Let us know if you're still facing the issue.

A

Anonymous

Hi,

I have the same issue with Fresco crashing as soon as it opens. This issue has been going on for a month, and I have tried the solutions above, but no results.

I have a Surface pro 6, with the latest operating system and the most up to date version of Fresco, through a monthly cloud subscription.

I also have it installed on my ipad pro, where it works fine.

Anything to fix it?

F

f.j.l

New Participant

Hi,

I recently got a new Ipad and the app was working fine until now. Whenever I try to open adobe fresco, it keeps on going back to the home screen after loading even after I restart the ipad. Should I delete the app and reinstall it or will all my progress be lost?

L

LadyAmalthea12

New Participant

I am also having this problem. I uninstalled on my Ipad Pro and reinstalled and it doesn't get passed the logo screen before it crashes out 😞 has this been resolved??

N

nzh@sunpattern.ru

Participating Frequently

And I have the same problem with Fresco...

M

michelleh26759719

New Participant

Hello NZH,

We are discussing your issue on this thread: https://community.adobe.com/t5/fresco/fresco-keeps-crashing-on-my-new-ipad/td-p/10956500?page=1.

We are able to reproduce the issue and are currently fixing it.

Thanks,
Rohit

Hello, what is the status on this fix? I am experience the same issue of Fresco on my ipad crashing when I try to launch as described by others above. It worked fine until this morning and I've tried deleting and reinstalling the app without any improvment. I followed the thread shared above but see no solution/fix mentioned just yet. Thanks for the help.

Rohit GuglaniCorrect answer

Adobe Employee

Hello Tobi,

Can you share the logs from your system by collecting using these steps:

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

Also, can you try these steps:

1. Go to Creative Cloud Desktop Application

2. Press Ctrl+Alt+R

3. It will show a dialog to Relaunch

4. Click Continue and wait for 2-3 minutes

5. Launch Fresco

Thanks,

Rohit

T

Tobias WohlhüterAuthor

New Participant

Hello Rohit,

thanks for your suggestions. I tried both options.

If I launch the Adobe log collector it tells me that it saved the log file to a folder on my desktop, but there is no saved file. The other steps also didn't work. Other ideas?

Thanks, Tobi

Srishti Bali

Community Manager

Hi Tobi,

Please try running "Adobe log collector" as Admin and let us know how it goes.

Regards,

Srishti

Sjaani

Community Expert

Have you checked all the System Requirements to make sure you have everything required?
Surface Pro 6 is definitely there, but it might be worth checking all other specs with your system as well.

T

Tobias WohlhüterAuthor

New Participant

Hello Sjaani,

I checked all the system requirements and I think that my Surface Pro 6 has all the required hardware and software.

Other ideas to solve this issue?

Thanks, Tobi

------------------
System Information
------------------
Time of this report: 4/20/2020, 08:01:55
Machine name: TOBIAS-SURFACE
Machine Id: {9FAB4068-4822-4350-A899-9D139E5B77EA}
Operating System: Windows 10 Home 64-bit (10.0, Build 18362) (18362.19h1_release.190318-1202)
Language: German (Regional Setting: German)
System Manufacturer: Microsoft Corporation
System Model: Surface Pro 6
BIOS: 234.2706.768 (type: UEFI)
Processor: Intel(R) Core(TM) i5-8250U CPU @ 1.60GHz (8 CPUs), ~1.8GHz
Memory: 8192MB RAM
Available OS Memory: 8116MB RAM
Page File: 11828MB used, 6016MB available
Windows Dir: C:\WINDOWS
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: 192 DPI (200 percent)
System DPI Setting: 192 DPI (200 percent)
DWM DPI Scaling: UnKnown
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
DirectX Database Version: Unknown
DxDiag Version: 10.00.18362.0387 64bit Unicode

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