Fresco terminates at start during "Loading documents" on Surface pro 7 (Windows 10)

[K o n i a k]

Starting Fresco shows the initial Fresco screen, then adds a "Loading documents..." message on top. After 1-2 seconds from starting, the Fresco Window disapears with out any message or error shown.

Looking into the Windows Event viewer (applications) it shows the following error:

Error 2020-11-03 12:53:48 Application Error 1000 (100)

• Faulting application name: Fresco.exe, version: 2.0.1.316, time stamp: 0x5f852e45
  Faulting module name: igd12umd64.dll, version: 26.20.100.7641, time stamp: 0x5dfbc1b2
  Exception code: 0xc0000005
  Fault offset: 0x00000000002c08ff
  Faulting process id: 0x3238
  Faulting application start time: 0x01d6b1d7faed36ed
  Faulting application path: C:\Program Files\WindowsApps\Adobe.Fresco_2.0.1.316_x64__pc75e8sa7ep4e\Fresco.exe
  Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_99f3effa9b6e163f\igd12umd64.dll
  Report Id: e59ecbe1-3de8-4d6d-bbb0-e03417857414
  Faulting package full name: Adobe.Fresco_2.0.1.316_x64__pc75e8sa7ep4e
  Faulting package-relative application ID: App

Lightroom Classic and Photoshop works fine.

Additional information:

• All Adobe products are the latest version
• Windows 10 has been updated / patched to the latest version
• Fresco has been uninstalled and installed again
• Old version of Fresco has been installed after uninstalling new version
• Adobe Celaner tool has been used to remove Fresco and Fresco newly installed
• Surface Pro 7 has been rebooted
• Surface Pro 7 has been run with external monitor only
• Creative Cloud Desktop Application Relaunch done (Ctrl+Alt+R)

Similar "Solved" forum posts does not give any solution

• https://community.adobe.com/t5/fresco/fresco-is-crashing-while-starting/td-p/11062386?page=1
• https://community.adobe.com/t5/fresco/fresco-keeps-crashing-on-my-new-ipad/td-p/10956500?page=1

Any input appreciated

Specs:

• Surface Pro 7 / i7 / 16Gb / 1TB
• Windows 10 latest version

[K o n i a k]

Trailing Event message 1:

Fault bucket , type 0
Event Name: MoAppCrash
Response: Not available
Cab Id: 0

Problem signature:
P1: Adobe.Fresco_2.0.1.316_x64__pc75e8sa7ep4e
P2: praid:App
P3: 2.0.1.316
P4: 5f852e45
P5: igd12umd64.dll
P6: 26.20.100.7641
P7: 5dfbc1b2
P8: c0000005
P9: 00000000002c08ff
P10:

Attached files:

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_Adobe.Fresco_2.0_358c2d176f1524a659874fcdab51727edc381ab2_06781b70_445a5a3f-9432-46bf-a31c-219b8d09e10e

Analysis symbol:
Rechecking for solution: 0
Report Id: e59ecbe1-3de8-4d6d-bbb0-e03417857414
Report Status: 4
Hashed bucket:
Cab Guid: 0

[K o n i a k]

Trailing event message 2:

Fault bucket 2125517605303063668, type 5
Event Name: MoAppCrash
Response: Not available
Cab Id: 0

Problem signature:
P1: Adobe.Fresco_2.0.1.316_x64__pc75e8sa7ep4e
P2: praid:App
P3: 2.0.1.316
P4: 5f852e45
P5: igd12umd64.dll
P6: 26.20.100.7641
P7: 5dfbc1b2
P8: c0000005
P9: 00000000002c08ff
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER5E63.tmp.WERInternalMetadata.xml

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Adobe.Fresco_2.0_358c2d176f1524a659874fcdab51727edc381ab2_06781b70_445a5a3f-9432-46bf-a31c-219b8d09e10e

Analysis symbol:
Rechecking for solution: 0
Report Id: e59ecbe1-3de8-4d6d-bbb0-e03417857414
Report Status: 268435456
Hashed bucket: 12ed9a5866c4fab25d7f5b0023ed9474
Cab Guid: 0

[Rohit Guglani]

Hello,

Kindly share the .dmp file from your system %localappdata%\Packages\Adobe.Fresco.pc75e8sa7ep4e\AC\Dumps, you can send it to following account frescohelp [at] adobe.com. 

Thanks,

Rohit

[K o n i a k]

Hello Rohit,

Thank you for looking into this. I have now sent the dump file as per your request.

Best Regards

Mikael

[K o n i a k · Accepted solution]

I just want conclude how this went if anyone else have the same issue:

With Rohit's help (and his connections/cooperation with Intel) the suggestion was to try out the latest Intel Graphics driver (recently released) for my Surface Pro 7's Intel graphics, driver version 27.20.100.8935 found here: https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html

Please observe that Intel do recommended that you only use your manufacturers drivers, in my case Microsoft's graphics drivers for the Surface Pro 7, and only use Intel's own generic drivers for tests. So for others having the same issue, the best option could be to await Microsoft's release of a new Surface graphics driver matching Intel's 27.20.100.8935

For me the Intel Generic driver 27.20.100.8935 solved the Fresco problem on my Surface Pro 7 and I have so far (a few hours) not had any other issue due to using the intel generic graphics driver.

A big thank you to Rohit at Adobe for helping me with this!

This new version of the Intel driver made Fresco work correctly again.

[Sanborn32]

Same thing happens on a normal desktop PC in windows 11. 

[Anubhav M]

Hello @Sanborn32,

Sorry to hear about the crash. Would you mind sharing the crash report by following the steps shared in this help article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html)? While submitting the report, kindly use the same email account used here in the community so we can locate it quickly.

Also, try updating the GPU drivers, rebooting your computer, and then launching Fresco to check if it helps.

Looking forward to your response.

Thanks,

Anubhav