I can't create a new document or open an old one in Fresco (Windows 11)

[tdvilela]

Hello, everyone. I use a lot the Fresco app on iPad mini, but after a few months I installed the Fresco (5.5.0) on my laptop and try to use it – and it won't work. The app opens, but when I try to create a new document or open an old one it crashes.

I've already tried to uninstall it, install an old version (5.0.1), reinstall the nvidia driver, restart the computer, delete the app data/temp folder and press “Ctrl + Alt + R” on Adobe Creative Cloud Application to relaunch. 

Anyone have a good tip? 

I have an old but relativity good laptop, don’t think that’s about horsepower. Intel(R) Core(TM) i7-9750H, 32BG RAM and enough space on SSD. All others adobe apps are working fine (4k video editing on Premiere and Photoshop, mostly). 

[Anubhav M]

Hello @tdvilela,

We understand that encountering crashes can be frustrating. Would you mind running Fresco under a different administrator account (Windows / macOS) and checking if it helps?

If the problem persists, kindly submit the crash report using the email address you have used here in the community so we can quickly track it and check with the product team.

Looking forward to hearing from you.

Thanks,

Anubhav

[tdvilela]

Hello, I tryed and unfortunatelly the same error happened. I sudmited the crash report.

Thanks,

Thiago

[Anubhav M]

Hello @thiagov88081270,

Sorry for the delayed response. I was unable to locate the crash report that was submitted. It looks like we need to troubleshoot this in a live session. Please head here (https://adobe.ly/4exnNC2) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

Thanks,

Anubhav