Skip to main content
R
robincommgrafx
Participant
August 12, 2020
Question

iPad Pro fresco crashed lost work

  • August 12, 2020
  • 3 replies
  • 2803 views

Fresco crashed and restarted the program and all my work on my current artwork was gone. I went online to the cloud saved document wand checked the revision history but the history is missing a large chunk of time. Only the start and the last 19 or so revisions. Is there a way to see more history so I can restore an almost finished version? Please help.

3 replies

A
Al35274649c7d3
Participant
May 17, 2024

It happened to me just now. It has been almost 4 years since your problem occurred. Yet, no improvement.

A
Community Manager
Anubhav MCommunity Manager
Community Manager
May 17, 2024

Hello @Al35274649c7d3,

We understand how frustrating it can be to experience crashes in Fresco, especially in the middle of work. Are you using Fresco on an iPad or iPhone? If yes, kindly try updating the OS and the Fresco app to the latest version and checking if it helps.

(https://adobe.ly/4dMdolg), (https://adobe.ly/4aFXJl7)

 

Also, kindly check if all of your work is synced online (https://adobe.ly/3yxhmhv). If yes, try deleting Fresco, restarting your device, and then reinstalling the app to check if it helps.

 

If the issue persists, kindly share the crash report so that we can investigate this further:

  • Open iPad Settings > Privacy & Security > Analytics & Improvements > Analytics Data. You will see file names like “JetSam-2023-01-03-083327.ips” (2023-01-03 is the date in the log & 083327 is the time). Ensure you share the recent log file after the crash by looking at the timestamp.
  • Upload the file to Dropbox/Google Drive/etc. and share a public link to the file here or via DM.

 

 

If you're using Fresco on Windows, try updating the OS(https://adobe.ly/3WJX12E) and Fresco(https://adobe.ly/4arvyGr) to the latest version and checking if it helps? Also, try the following steps and share your observations:

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

 

Also, kindly reinstall the GPU drivers (Intel / NVIDIA / AMD) and set the Graphics Preference to High-Performance for Fresco (https://adobe.ly/4dI8wxI) and check if it helps.

 

Additionally, check if all of your work is synced online (https://adobe.ly/3yxhmhv). If yes, please try resetting Fresco (https://adobe.ly/4asHg3r...) and share your observations.

 

If the issue persists, kindly share the logs by following the steps shared in this help article (https://adobe.ly/4aoIsVE) so we can check it with the team.

 

Looking forward to hearing from you.

 

Thanks,

Anubhav

hortensiasiamese
hortensiasiamese
Participant
December 1, 2022

Same problem, crashed 9 hours of work all of a sudden. (!!!!)

Sue Garibaldi
Community Manager
Sue GaribaldiCommunity Manager
Community Manager
August 12, 2020

Robin. 

 

I'm so sorry about this deletion.

 

The work that shows in the Version History is a good indicator of what edits made it to Creative Cloud, so I don't think that the content during that chunk of time that appears to be missing was saved. I'm sorry. 

 

I am concerned about the crash. And I am really concerned about the deleted work. Will you message me through Fresco's Report A Bug link so I can see your device/app information? Here's how to get to that: 

In Fresco tap the gear icon at the top of  the Home screen.

Then App Settings > Help > Support > Report A Bug. 

 

I'm really sorry about this.

 

Sue.

emily_illustrates
emily_illustrates
Participant
November 11, 2021

I have just had the exact same problem. The program randomly crashed. I reopened it and not only are there hours of version history missing, it also cropped my file into a very small size and deleted most of my work. Hours gone, work deleted, tight deadline, and no obvious reason why it happened or how to get my work back - doubting it still exists as history has no evidence of it. This really cannot happen again I've lost so many hours of work.

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
November 11, 2021

Hi there,

 

Sorry about the crashing! I know that's really frustrating. Could you please share a few more details like:

  • OS, device, device model no. & version of Fresco
  • Does it seem to crash after performing a particular action, or was it random?
  • Is your email ID the same on this community & Fresco? If not, please share your Fresco email ID with me via DM.
  • Share the crash report by following these steps:

    1. Got to Settings > Privacy > Analytics & Improvements > Analytics Data
    2. Locate the log for your app. The log name starts with <AppBinaryName>_<DateTime> for crash reports, or JetsamEvent_<DateTime>.
    3. Scroll down and select the JestsamEvent log with respect to the date & time when this crash happened.
    4. Tap the Share icon, and click Save to file.
    5. Select Creative Cloud and Save.
    6. Share the download link of this crash/log file from https://assets.adobe.com/files and paste it here.

 

We are here to help. We just need more information.

 

Regards,

Anshul Saini

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices