Fresco smudge tool not working and app crashes

Community Beginner ,
Mar 23, 2021 Mar 23, 2021

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I'm using latest version of Fresco on Surface pro 7 and the smudge tool almost never works. I have to restart the app several times or uninstall and install it again and then SOMETIMES it works. Sometimes though the app crashes completely when using the smudge tool. Its extremelly annoying having to do all of this to use this tool. Please explain what I can do for this problem 

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Performance , Pixel Brushes , Tools

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Adobe Employee ,
Mar 23, 2021 Mar 23, 2021

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Hi Fraoulla. 

Hi.

Sorry you're having trouble with the app.

Please check that you have the most current graphics driver for your device; you can check that  at https://helpx.adobe.com/fresco/system-requirements/2021.html#graphics-driver

 

If you have to install a new driver, close Fresco, sign out of the Creative Cloud Desktop App, restart your device, then sign back in to the Creative Cloud Desktop App and relaunch Fresco. 

If Smudge still isn't working please write us through the Report A Bug link (App Settings > Help > Support > Report A Bug) so I can see all of your device/app information.

Sue.

 

 

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Community Beginner ,
Mar 29, 2021 Mar 29, 2021

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Hi I did what you told me, it worked for 3 days and now its not working again and the app crashes. I send a report a few days ago

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Adobe Employee ,
Mar 30, 2021 Mar 30, 2021

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Hi Fraoulla. 

 

Sorry it's  not working again.  Something I'd like you to try:

  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

 

If after relaunching the app is still crashing and the Smudge brushes are still not working, please write us through Fresco's Report A Bug link (App Settings > Help > Support > Report A Bug) so we can see all of your device/app information, and share the following logs:

 

* Your device logs. It's quite easy; the steps are here: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

* And the output of dxdiag of your system? On your system:

Choose Start, type dxdiag in the Search text box, and then press Enter.

Note: If you receive the message "Do you want to allow DxDiag to check if your drivers are digitally signed?" click Yes.

In the DirectX Diagnostic Tool, select the Save All Information

Save the file on your PC and share it here

 

These will help the engineers troubleshoot.

 

Sue.

 

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New Here ,
Jan 01, 2022 Jan 01, 2022

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try with a different brush style for smudge tool

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New Here ,
Jun 02, 2021 Jun 02, 2021

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I am having this exact same problem

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New Here ,
Nov 12, 2021 Nov 12, 2021

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Same here. I am using a Wacom One. It crashes whenever I try to use the smudge tool- very frustrating!

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Adobe Employee ,
Nov 12, 2021 Nov 12, 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. 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...).

 

Also, please confirm the version of Fresco & if this is happening while working on a specific document.

 

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

 

Thanks & Regards,

Anshul Saini

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New Here ,
Jan 01, 2022 Jan 01, 2022

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i was having the same issue i changed the brush style for smudge tool and its working fine now

 

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Community Beginner ,
Nov 19, 2021 Nov 19, 2021

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My smudge tool is not working. Read this forum and made sure my Fresco is up to date. It had been working fine a few days ago. It is my FAVORITE and most used tool! I am on a Lenovo Yoga and Windows 10 that is up to date. Please help by reporting it to your tech team and fixing this. I am mid-stream in a lengthy project and really need this tool back.

Thank you,

tmsrDD

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Community Beginner ,
Nov 19, 2021 Nov 19, 2021

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In desperation, I checked my Intel drivers (starting through your link in first reply). There was a Bluetooth update (not a graphics driver) but I ran that, restarted my computer, and the smudge tool now works! YEAH! As a side note, my Fresco had crashed several times last week. I reported it each time.

I hope this all helps.

tmsrDD

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Community Beginner ,
Nov 27, 2021 Nov 27, 2021

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I'm back... I've been so busy meeting my deadline I haven't had time to report that the smudge tool is back to not working on the same device, all updates applied. Every now and then it "seems" like I get it to work, but I think it is wishful thinking. Is this tool being reviewed by the Adobe Tech folks? I hope, I hope!

tmsrDD

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Community Beginner ,
Dec 19, 2021 Dec 19, 2021

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Since my Smudge tool still isn't working, even with the latest Fresco update, I tried your recommended App Settings > Help > Support > Report A Bug. But that link tries to launch an email program on my device I don't use (and it wants me to configure). I can't find a direct link. Please help.

tmsrDD

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Community Beginner ,
Jan 12, 2022 Jan 12, 2022

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Any progress in fixing the smudge tool? I really - really - miss it.

tmsrDD

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Adobe Employee ,
Jan 20, 2022 Jan 20, 2022

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Hi @tmsrDD @Jess-Evil,

 

Sorry for the delayed response. I checked smudge tool is working as expected at my end. Could you please share a few more details like:

  • App Version
  • OS version
  • Device Model
  • 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...).
  • Share the file after the crash happens from the following location:
    C:\Users\<Your User Name>\AppData\Local\Packages\Adobe.Fresco_pc75e8sa7ep4e\AC\Temp\NGL
  • Does the crash happen while using specific Smudge Brushes (Charcoal, Basic, Comics, etc.) or all?
  • Does it crash while working on a specific file or all?

 

This info will help us investigate the issue.

 

Looking forward to your response.

 

Regards,

Anshul Saini

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New Here ,
Dec 08, 2021 Dec 08, 2021

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Afternoon,

 

I've been frequently using the Adobe Fresco for the past week and haven't really had any issues until yesterday when my smudge tool stopped working. My laptop is completely up to date with everything windows 11, my huion drawing tablet is experincing no issues and i even have changed my pen nib. WHAT IS GOING ON!?!?! The smudge tool is literally everything to me when drawing no matter the application! This is literally frsutrating! And followng the above threads and trying different thing I used the CTRL+ALT+R and now it has Fresco CRASHING as soon as I even touch the smudge button!

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New Here ,
May 14, 2022 May 14, 2022

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I know this thread is over a year old, but I am also having this problem. The app crashes almost 100% of the time when switching to or using the smudge tool. I have a brand new (it was delivered yesterday) Surface Pro 8 with Windows 11 and Slim Pen 2. I have installed all Windows updates, checked my drivers, tried using different smudge brushes, and reinstalled Fresco. No luck.

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Community Beginner ,
May 14, 2022 May 14, 2022

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 I started reporting this last November (2021). My smudge tool OCCASSIONALLY will work again - no rhyme or reason - briefly and then not again - on my Lenovo Yoga Windows 10. I am SO sad to hear your report though, KyThoMac! I've been saving to purchase the same device you have thinking I HAD to have latest everything and Windows 11 for my VERY MISSED Smudge tool to work again. Adobe, when are you going to address this?
tmsrDD

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New Here ,
May 14, 2022 May 14, 2022

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LATEST

I'm sorry that we're sharing this pain! I am really liking the Surface Pro 8, though. I've only had it for about 36 hours, so take that lightly. This issue is the only one I've ran into with the Pro 8/Windows 11 (and the fault seems to be on Adobe, not Windows), and after all the reviews I've read, I don't think your saving up is for nothing!

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