New Participant

Question

Fresco open file throws error: Something went wrong. Please try again.

Forum|Forum|2 years ago
March 8, 2023
4 replies
1620 views

Preface: I have used Fresco for about a year with a CC subscription. Recently cancelled the subscription since I only used Fresco. Have been using the free version for a short while in the meantime. This is when I started running in to issues. I'm using an Ipad Pro and a Windows PC.

Example: I make a drawing on mu iPad and save it. Then I go to open it on my PC to export it and use it in another context. But clicking on the filr (not synced/offline available) it loads for a second and then shows an Error message saying "Something went wrong. Please try again." Then I try to "Make available offline" and I get an error message saying "The document could not be made available offline"

So now I can effectively not access my work on my PC. This makes me question if Fresco is a viable product to pay for and maybe I should change my workflo to Procreate instead.

Does anyone know if there are limitations placed on free users that make this experience so awful that will go away when I start paying.

Also, I have made sure of the following

I have space on my Creative Cloud
I have a stable internet connection
My firewall isn't blocking anything (completely turned it off for troubleshooting)
Tried from both the desktop CC app and the Fresco App.

Syncing & Storage

This topic has been closed for replies.

Y

yama100a

Participating Frequently

アドビコミュニティさま

コミュニティガイドライン

今後メールおくらないでください。

janimz

New Participant

I am also having a similar problem. I use the paid Fresco subscription on my ipad pro and have a file that also responds with, "Something went wrong, please try again." I have rebooted several times with no avail. It will not let me copy, duplicate, or export the item. It is stored in my files and an individual folder in my files, both inaccessible. Any help would be greatly appreciated before I have to resort to reworking the entire illustration.

Imaginerie

Community Expert

I can't really offer a solution as is: But just to let you know that it happened to me and that was because my Ipad lacked space. Fresco apparently needs some storage to account for the timelapse recording (whether you effectively use the timelapse feature or not, it needs to be recorded just in case)

I am not an expert using Ipads (I find them frustrating) but in the case you got also a desktop, know that those saved files can be accessed in Photoshop on a desktop (windows and Mac) as they are saved - on the cloud - as .psdc files (Photoshop Cloud files) So they are fully compatible Photoshop files.

Additionally, you can get Fresco on Desktop (windows only) where you'll be able to "rescue" your file even if your Ipad is full.

In my case I found that my podcasts where downloading each time I listened to them and took an incredibly silly amount of space, and that prevented Fresco to function correctly on the Ipad.

Know that your files being saved automatically on the cloud will be protected as far as the last automatic save did work. So this is very unlikely that you will have to rework from scratch, there is a version of your file in your CC storage, that you can access here, and that you will be able to open either in Photoshop, or another version of Fresco.

https://assets.adobe.com/cloud-documents

janimz

New Participant

Thanks for the response! It’s a strange occurrence considering I’ve created
many files since that one and I have no trouble accessing them.
As with all technology - a small glitch somewhere - I’m just glad it wasn’t
so involved that I could re- create it without too much time! Thanks again!

Imaginerie

Community Expert

The free version of Fresco comes with far less storage space than the full CC subscription.

Would it be possble that you are running out of space to sync?
https://helpx.adobe.com/fresco/using/upgrade-storage-limit.html

does this link work if you click?
This is where you should see and manage what's in your cloud storage

https://assets.adobe.com/cloud-documents

A

alexe31255067Author

New Participant

I thought of this and double checked. I have plenty of space still to sync my files. The problem isn't the syncing to the cloud, the problem is that then downloading from the cloud on another device is causing errors.

Yes the link works for me.

Imaginerie

Community Expert

Thanks for clarifying. Problems with syncing create all sort of other problems down the line, that's why it was worth checking. I'd follow on with Anshul advice and log a report from the App. They already have you as a contact, so everything should be smooth!
Don't forget to come back and let us know how it was resolved, it's always helpful for others!

Good luck!

Anshul_Saini

Community Manager

Hi @alexe31255067,

Thank you for reaching out to us about this issue with opening files on your PC from Fresco. We apologize for any inconvenience this has caused you.

We understand that you have tried several troubleshooting steps and have confirmed that you have space on your Creative Cloud, a stable internet connection and that your firewall isn't blocking anything.

I checked our records and saw that you contacted us on Twitter regarding this issue and provided the file for our review. However, we were unable to replicate the issue after our own attempts.

To better understand the problem you are facing, our team requires additional information from you. Could you kindly provide us with the Support Logs after you fail to open the files or when you get these error messages? You can find this option by going to App Settings > Help > Support> Save support logs within Fresco. Once you have saved the file on your device, please provide us with the SupportLogs.zip file. This will enable us to determine the root cause of the issue and provide an effective solution.

Thank you again for your cooperation, and we assure you that our team will work towards resolving this issue as soon as possible. I'll be looking forward to hearing back from you soon. If you have any further questions or concerns, please don't hesitate to let us know. We're here to help you.

Best regards,

Anshul Saini

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded