Fresco freezing then loosing files

New Here ,
Jan 21, 2020 Jan 21, 2020

Copy link to clipboard

Copied

Is there anyway to recover a file after Fresco freezes? On two occasions I have lost work after hours of drawing. I had been saving it by exiting and reopening it. Extremely frustrating. This make Fresco so untrustworthy. I love adobe products, but this makes Fresco unusable. This never happens with procreate. 

TOPICS
Performance, Syncing & Storage

Views

1.4K

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct Answer

Adobe Employee , Feb 10, 2020 Feb 10, 2020
Hi there, We'll need your device details to help troubleshoot this issue so please send us a message through Report a bug link in the app.  Just mention the link of this post in the message and we'll assist you directly. Regards, Sheena

Likes

Translate

Translate
Adobe Employee ,
Jan 23, 2020 Jan 23, 2020

Copy link to clipboard

Copied

Hi there,

 

We're sorry to hear this and would love to investigate this issue more here. 

Is there an action which makes the app crash or freeze? Like using a specific tool or gesture?

 

Are able to see your saved work here: https://assets.adobe.com/cloud-documents ?

 

Regards,

Sheena

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jan 27, 2020 Jan 27, 2020

Copy link to clipboard

Copied

Yes my files are there, but the ones that froze are now blank canvases. I was using the pencil tool and I might have been zooming in or out. 

Ben 

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 07, 2020 Feb 07, 2020

Copy link to clipboard

Copied

Hi there,

 

Thanks for providing that info. Let me check with the expert on this issue. 

 

Regards,

Sheena

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 10, 2020 Feb 10, 2020

Copy link to clipboard

Copied

Hi there,

 

We'll need your device details to help troubleshoot this issue so please send us a message through Report a bug link in the app. 

 

Just mention the link of this post in the message and we'll assist you directly.

 

Regards,

Sheena

 

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Aug 20, 2020 Aug 20, 2020

Copy link to clipboard

Copied

The same thing happened to me.
I reported the bug but did not reply to the email from Adobe.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Aug 20, 2020 Aug 20, 2020

Copy link to clipboard

Copied

Hi. 

 

We never received an email from you.

 

Please message us again through Fresco's Report A Bug link (tap the gear icon in the upper nav of the Home screen then App Settings > Help > Support > Report A Bug) so we can help figure out what is happening, 

 

And please update to the most recent version (1.9) of Fresco. 

 

Sue. 

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Feb 26, 2021 Feb 26, 2021

Copy link to clipboard

Copied

LATEST

i have the exact same issue.
lost a couple of hours of work and the files show up empty on creative cloud files.
plus, the iPad can't be started as keeps showing the fresco start screen...
would be great to be able to restore, any chance you can help?
sandro

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines