Opening Fresco results in infinite "loading documents" screen

[George25849432b317]

I have recently reset my computer and have reinstalled Adobe Creative Cloud and Fresco. Whenever I try to use fresco, I am stuck on the Loading Documents Screen. I deleted all my files to see if it would load, but still nothing. I have no idea why it is stuck like this, and need help.

[Anubhav M]

Hello @George25849432b317,

We are sorry to hear about this experience. Would you mind checking for any pending Fresco/OS updates and installing them to check if it helps? If the problem persists, kindly 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://www.amd.com/en/support/kb/faq/gpu-110).

Additionally, check if all of your work is synced online (https://assets.adobe.com/cloud-documents). If yes, please try resetting Fresco (https://support.microsoft.com/en-us/windows/repair-apps-and-programs-in-windows-e90eefe4-d0a2-7c1b-d...) and share your observations.

If these steps don't help, kindly share 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 team.

Looking forward to hearing from you.

Thanks,

Anubhav

[George25849432b317]

I have tried the proposed solutions and the app still does not appear to change, even after reseting and repairing. I have used the log collector tool and have recieved the confirmation email.

[George25849432b317]

Its been a few days, are you guys looking at the logs?

[George25849432b317]

Did you guys get the logs? I can redo the collection process if you need

[Anubhav M]

Hello @George25849432b317,

Sorry for the delayed response. I was unable to retrieve the crash log you shared earlier. Would you mind saving the crash report to your computer and then uploading it to share a link here (https://community.adobe.com/t5/illustrator-discussions/share-your-files-in-6-simple-steps/td-p/12967...) so we can investigate this further?

Looking forward to hearing from you.

Thanks,

Anubhav

[George25849432b317]

https://shared-assets.adobe.com/link/5a880639-9b62-4284-6242-b6e962fd315f

[George25849432b317]

Is it dangerous for me to have this folder up here for everyone to see?

[George25849432b317 · Accepted solution]

I opened it up again, it seems to have been fixed. Thanks for your help!

[Anubhav M]

Hello @George25849432b317,

Sorry for the delayed response. We're glad to hear that Fresco is up and running again. Feel free to reach out if you have more questions or need assistance. We'd be happy to help.

Thanks,

Anubhav