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Fresco v4.7.1 Crashes While Loading Documents

New Here ,
Aug 16, 2023 Aug 16, 2023

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I have uninstalled and reinstalled my app, connected to different networks, tried earlier versions of Fresco, updated my graphics driver, and allowed Adobe Creative Cloud through my firewall. I also have plenty of storage space.

 

However the app continuously crashes during the loading screen of opening a document (even a new document that is not on the cloud). Illustrator still works so I believe this is solely an issue with Fresco, this has been happening for the past week.

 

Thanks

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Device , Performance

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Adobe Employee ,
Aug 16, 2023 Aug 16, 2023

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Hi @Drecat,

 

We apologize for the inconvenience you're facing with Fresco. It's unfortunate that you've already tried various troubleshooting steps without success. Would you mind sharing the logs by following the steps shared in this help article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html), so we can check it with the Fresco Product team?

 

Also, to better assist you, could you provide us with the following details:

  • The version of the operating system you're using.
  • Any recent updates or changes you've made to your device?
  • Update your GPU Drivers

 

With this information, we'll be better equipped to help you resolve the crashing issue and get Fresco working smoothly again.

 

Best,

Anshul

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New Here ,
Aug 16, 2023 Aug 16, 2023

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Thank you, I am using Windows 10 Pro and updated my Nvidia GeForce RTX 3080 Driver yesterday with the most recent update. There have been no recent changes to my device. My log has also been uploaded:

 

File: AdobeLogs_20230817_045520_730-win-GS.zxp

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New Here ,
Aug 20, 2023 Aug 20, 2023

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Hi there I am following up to see if any progress was made? I just updated to 4.8  but the issue still remains.

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Adobe Employee ,
Aug 22, 2023 Aug 22, 2023

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We appreciate your patience, @Drecat. I see the problem persists even after updating to version 4.8. To further assist you, could you please share a screen recording of the crash and also provide fresh logs? This information will be invaluable in diagnosing and addressing the issue effectively.

 

Best regards,

Anshul Saini

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