Fresco is crashing while starting

[Tobias Wohlhüter]

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

[Sheena Kaul]

Hi Saptarshi,

Please confirm the device and OS info along with the version of Fresco that you're on to assist you better.

Regards,

Sheena

[ghosal_sg]

Hi Sheena,

Following are the details:

Device: Surface Pro 7

OS: Windows 10 Home

CPU: Core i7 10th Generation

RAM: 16GB

Hard Disc : 256GB

Graphics: Intel Iris

Adobe Fresco Version: 2.0.1

Best Regards,

Saptarshi

[Sheena Kaul]

Thanks for providing that info.

Have you tried the steps below:

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. 

Also, would you mind uninstalling and reinstalling the app once to check if that helps?

[ghosal_sg]

Hi Sheena,

I saw this fix written above in this thread. I tried that, but it didn't work!

Best Regards,

Saptarshi

[Sheena Kaul]

How about uninstalling and reinstalling the app?

[ghosal_sg]

Tried that as well! Didn't work. Even I performed a factory reset of my laptop, still it didn't work!

[Sheena Kaul]

Please see the private message that I've sent to you. 

[Benedikt5D3A]

Hi, I do have the same device. Always crashes. I reinstalled, still crashes, I also reinstalled and tried the older version, still the same.

[RohitGuglani]

@Benedikt5D3A can you share your device details with dxdiag output?

Also, in case you are not on latest drivers for Graphics card. Kindly update the same from this location: https://downloadcenter.intel.com/product/80939/Graphics

Regards,

Rohit

[hans246127858tsi]

i have the same issue over and over again, i have foure times reinstalled the software, tried also te ctrl+alt+r al with te same result craches in a few seconds by open document. Hans

[hans246127858tsi]

i have alredy make a adobe logfile named: AdobeLogs_20221019_111132_987-win-GS.zxp

[Alessia362]

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) 

[Nova38]

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]

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

[Nova38]

Unfortunately it appears that the log collector is also crashing before it can extract the logs. My surface is up to date and I have tried restarting it. It creates the folder on my desktop but doesn't finish creating the ZXP. I am a student studying Computer Engineering with a focus on cyber security and have experience in IT. How should I proceed? Where are the logs stored so i can manual collect them for you.

[Nova38]

Okay that is odd. I got the 32 bit one to work even though the 64 bit wouldn't. Anyway the logs file name is AdobeLogs_20200917_072905_279-win.zip

[María José5C80]

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]

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.

[Mansour_M_61]

I have had this problem since July and even after several updates, the problem is still there!

I have collected the log files which you can access:

AdobeLogs_20201111_103417_718-win.zip

Please advise.

Thanks.

[Meri5C9F]

I also have similar problems with fresco. The start screen just flashes for 1 second and then disappears. I tried installing the latest graphics driver but that didn't help. I also tried the following steps without any results:

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

[Sheena Kaul]

Are you on the latest version of Fresco? 

The latest version is 2.0.4. 

[Meri5C9F]

Yes, I have.

[sadeghdibaei]

Do you want to fix this issue??

[Guest]

Well for me it appeared two days ago and it still doesn't work even when I tried all steps. Very helpful here as I can see. Well I guess paying for Fresco is not for me anymore.

[sadeghdibaei]

For me, it appeared about a month ago. And my works have stopped!

I never to pay for Fresco again.