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Freyja Serendipity
Participating Frequently
February 7, 2023
Answered

[Performance] Fresco on Windows - Crash on launch

  • February 7, 2023
  • 6 replies
  • 2216 views

Hello, 

 

Fresco keeps crashing on load on Windows 11 on HP Spectre. I tried uninstalling and reinstalling and reloading Creative Cloud but I have the same issue. I haven't had it work yet. 

 

Any thoughts? 

Thanks, 

Freyja 

 

[Renamed by Mod]

    This topic has been closed for replies.
    Correct answer Kajrov

    It appears that the Fresco team have solved the issue now with lates updat 4.7.1 it's load OK! now on Windows 11

    6 replies

    K
    KajrovCorrect answer
    Inspiring
    July 11, 2023

    It appears that the Fresco team have solved the issue now with lates updat 4.7.1 it's load OK! now on Windows 11

    E
    Erick22742463egrz
    Participant
    August 25, 2023

    No, it hasn't. Actually Ver. 8.0 has been released and the crashes keep occurring.

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    August 30, 2023

    Hello @Erick22742463egrz,

     

    I'm sorry to hear that you're still experiencing crashes in Adobe Fresco despite the recent update. Crashes can occur due to a variety of reasons, such as compatibility issues, system limitations, or software conflicts. I'm here to assist you in resolving this matter.

     

    To better understand and address the issue, I have a few questions:

    • Could you kindly share information about the operating system you're using (iOS, iPadOS, or Windows) and any specific device details? This will help us understand the context of the issue and whether it might be related to a particular platform.
    • If possible, could you share the crash report via DM using the steps in this article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html) or any error messages that you receive when Fresco crashes? These logs can provide valuable insights into what might be causing the crashes and help us diagnose the problem more effectively.
      For iOS/ iPadOS: Open Settings app > 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). Please share the latest crash file.
    • Does a crash happen on launch, or while creating a new document, or loading documents?

     

    I'm here to support you throughout this process, and together, we'll work toward resolving the issue so you can continue using Fresco smoothly.

     

    Best regards,
    Anshul Saini

    A
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    February 10, 2023

    Hello @Freyja Serendipity,

     

    We understand how frustrating it can be to experience crashes. Would you mind trying the following steps and checking if it helps:

    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 share the crash report here or via DM using the steps in this article (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html)    . We appreciate your time and efforts in resolving this issue.

     

    Looking forward to your response.

     

    Thanks,

    Anubhav

      F
      Freyja SerendipityAuthor
      Participating Frequently
      February 10, 2023

      Hello Anubhav, 

      I managed to get it working earlier today by uninstalling McAfee and adding Adobe to the virus protection exclusions. I am wondering why that was the issue, but I understand that that may be too complicated to explain here. 

       

      Thanks for taking the time to respond! I appreciate it. 

       

      Warmth,

      Freyja 

      F
      Freyja SerendipityAuthor
      Participating Frequently
      February 9, 2023

      This is the system info from my laptop. Seems to check with the reqs from the Fresco Resco Requirements... 

       


      Time of this report: 2/9/2023, 08:31:31
      Operating System: Windows 11 Home 64-bit (10.0, Build 22621) (22621.ni_release.220506-1250)
      Language: English (Regional Setting: English)
      System Manufacturer: HP
      System Model: HP Spectre x360 2-in-1 Laptop 16-f1xxx
      BIOS: F.13 (type: UEFI)
      Processor: 12th Gen Intel(R) Core(TM) i7-1260P (16 CPUs), ~2.1GHz
      Memory: 16384MB RAM
      Available OS Memory: 16078MB RAM
      Page File: 19765MB used, 5016MB available
      Windows Dir: C:\windows
      DirectX Version: DirectX 12
      DX Setup Parameters: Not found
      User DPI Setting: 216 DPI (225 percent)
      System DPI Setting: 240 DPI (250 percent)
      DWM DPI Scaling: Enabled
      Miracast: Available, with HDCP
      Microsoft Graphics Hybrid: Supported
      DirectX Database Version: 1.4.4
      DxDiag Version: 10.00.22621.0001 64bit Unicode

      ------------
      DxDiag Notes
      ------------
      Display Tab 1: No problems found.
      Display Tab 2: No problems found.
      Sound Tab 1: No problems found.
      Input Tab: No problems found.

      --------------------
      DirectX Debug Levels
      --------------------
      Direct3D: 0/4 (retail)
      DirectDraw: 0/4 (retail)
      DirectInput: 0/5 (retail)
      DirectMusic: 0/5 (retail)
      DirectPlay: 0/9 (retail)
      DirectSound: 0/5 (retail)
      DirectShow: 0/6 (retail)

      ---------------
      Display Devices
      ---------------
      Card name: Intel(R) Iris(R) Xe Graphics
      Manufacturer: Intel Corporation
      Chip type: Intel(R) Iris(R) Xe Graphics Family
      DAC type: Internal
      Device Type: Full Device (POST)
      Device Problem Code: No Problem
      Driver Problem Code: Unknown
      Display Memory: 8166 MB
      Dedicated Memory: 128 MB
      Shared Memory: 8038 MB
      Current Mode: 3840 x 2400 (32 bit) (60Hz)
      HDR Support: Supported
      Display Topology: Internal
      Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709
      Color Primaries: Red(0.676299,0.323700), Green(0.231486,0.722528), Blue(0.133166,0.052772), White Point(0.345702,0.358537)
      Display Luminance: Min Luminance = 0.003000, Max Luminance = 290.220795, MaxFullFrameLuminance = 290.220795
      Monitor Name: Generic PnP Monitor
      Monitor Model: unknown
      Native Mode: 3840 x 2400(p) (60.000Hz)
      Output Type: Internal
      Monitor Capabilities: HDR Supported (BT2020RGB Eotf2084Supported )
      Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP
      Advanced Color: AdvancedColorSupported
      Driver Name: <>,C:\windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_695d4a841ed8b8a2\igd10iumd64.dll,C:\windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_695d4a841ed8b8a2\igd10iumd64.dll,C:\windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_695d4a841ed8b8a2\igd12umd64.dll
      Driver File Version: 30.00.0101.3267 (English)
      Driver Version: 30.0.101.3267
      DDI Version: 12
      Feature Levels: 12_1,12_0,11_1,11_0,10_1,10_0,9_3,9_2,9_1
      Driver Model: WDDM 3.0
      Hardware Scheduling: DriverSupportState:Experimental Enabled:False
      Displayable: Not Supported
      Graphics Preemption: Triangle
      Compute Preemption: Thread group
      Miracast: Not Supported by Graphics driver
      Detachable GPU: No
      Hybrid Graphics GPU: Integrated
      Power P-states: Not Supported
      Virtualization: Paravirtualization
      Block List: DISABLE_HWSCH
      Catalog Attributes: Universal:False Declarative:True
      Driver Attributes: Final Retail
      Driver Date/Size: 13/08/2022 00:00:00, 3741624 bytes
      WHQL Logo'd: Yes
      WHQL Date Stamp: Unknown
      Device Identifier: {D7B78E66-05E6-11CF-4F7F-78A9A3C2D335}
      Vendor ID: 0x8086
      Device ID: 0x46A6
      SubSys ID: 0x891D103C
      Revision ID: 0x000C

      Rank Of Driver: 00CF0001

      D
      Community Expert
      DaveJCummingsCommunity Expert
      Community Expert
      February 7, 2023

      How much available storage do you have on your device? How much RAM?

        F
        Freyja SerendipityAuthor
        Participating Frequently
        February 7, 2023

        16 GB RAM

        850GB available 

        Sjaani
        Community Expert
        SjaaniCommunity Expert
        Community Expert
        February 7, 2023

        Are you able to check if you have Direct X 12.1 on your system. The .1 is important for some reason.

          F
          Freyja SerendipityAuthor
          Participating Frequently
          February 7, 2023

          Just checked. I have DirectX 12 so I guess that may need to be updated...?

          F
          Freyja SerendipityAuthor
          Participating Frequently
          February 7, 2023

          Just to add, it's Adobe Fresco 4.2.0

          Thanks, 

          Freyja 

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