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[Performance] Fresco on Windows - Crash on launch

Community Beginner ,
Feb 07, 2023 Feb 07, 2023

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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]

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correct answers 2 Correct answers

Community Beginner , Feb 10, 2023 Feb 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 

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Participant , Jul 11, 2023 Jul 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

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Community Beginner ,
Feb 07, 2023 Feb 07, 2023

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Just to add, it's Adobe Fresco 4.2.0

Thanks, 

Freyja 

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Community Expert ,
Feb 07, 2023 Feb 07, 2023

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

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Community Beginner ,
Feb 07, 2023 Feb 07, 2023

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

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Community Beginner ,
Feb 09, 2023 Feb 09, 2023

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I can't find any details about a dl for direct 12.1 - there's info around for DirectX12 but the .1 is foxing me. I checked my system agains the requirements listed for Fresco and my computer appears to meet them, however I'm still having the issue of crashing on load. 

 

Any help would be appreciated. Thanks

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Community Expert ,
Feb 07, 2023 Feb 07, 2023

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

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Community Beginner ,
Feb 07, 2023 Feb 07, 2023

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16 GB RAM

850GB available 

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Community Beginner ,
Feb 09, 2023 Feb 09, 2023

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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

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Adobe Employee ,
Feb 10, 2023 Feb 10, 2023

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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

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Community Beginner ,
Feb 10, 2023 Feb 10, 2023

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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 

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Participant ,
Jul 11, 2023 Jul 11, 2023

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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

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New Here ,
Aug 25, 2023 Aug 25, 2023

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

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Adobe Employee ,
Aug 30, 2023 Aug 30, 2023

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LATEST

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.htmlor 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

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