Fresco not opening any document with my Surface Book 2

Community Beginner ,
Nov 15, 2019 Nov 15, 2019

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Nothing seems to be opening for me. I have tried to uninstall and re-install this twice now and still having the same issue. 

Are there any known issues with running this on a Surface Book 2 that I am unaware of?

Attaching a screenshot of the error I am getting.

 

AdobeFresco-Screen.png

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Adobe Employee , Nov 19, 2019 Nov 19, 2019
Glad it is fixed for you Drew. Thanks for your patience.  Keep sharing your feedback here and vote for your feature ideas at: http://adobefresco.uservoice.com. Regards, Rohit

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Adobe Employee ,
Nov 18, 2019 Nov 18, 2019

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Hello Drew,

 

Thanks for reaching out to us. We would need some logs from your system for looking into this issue further, request you to follow the steps here: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html and share the log files. 

 

Also, can you check if restarting the system and launch Fresco. Is the issue reproducible after that as well. 

 

Thanks,

Rohit

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Community Beginner ,
Nov 18, 2019 Nov 18, 2019

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Hi Tohit, 

 

Sorry for the delay in my response. I have tried everything... restart, shutdown. I have uninstalled the app and re-installed the app twice now and still the same thing.

Now at the bottom of the screen that I had shared last week, it says at the bottom that it is having trouble connecting to the Creative Cloud. not sure if this has anything to do with it. But at the top right corner of the app, it says that I am in fact connected. 

 

How do I share the log file that I have downloaded from the link that you shared with me?

 

Thank you,

Drew

 

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Adobe Employee ,
Nov 19, 2019 Nov 19, 2019

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Hi there,

 

I believe you're on the windows version of Fresco.

Can you please confirm if you're you behind any firewall or corporate network that might block creative cloud to connect to the internet? Also, is this network error coming up with other apps as well?

 

Regards,

Sheena

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Community Beginner ,
Nov 19, 2019 Nov 19, 2019

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Hi Sheena,

 

I am not behind any firewall, I am not having any issues with any other Creative Cloud app or accessing my Creative Cloud. 

 

I have tried this connected to the internet at multiple locations and not being connected to the internet. 

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Community Beginner ,
Nov 18, 2019 Nov 18, 2019

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Sorry, Here is the log file name for your records and help.

 

AdobeLogs_20191119_054225_939-win.zip

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Adobe Employee ,
Nov 19, 2019 Nov 19, 2019

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Hello Drew,

 

Thanks for sharing the log files. I have sent you a direct message with some steps to be performed. Request you to try that and see if things improve for you.

 

Thanks,

Rohit

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Community Beginner ,
Nov 19, 2019 Nov 19, 2019

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Hi Rohit,

 

No such luck... I sent you a PM back about it.

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Community Beginner ,
Nov 19, 2019 Nov 19, 2019

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Hi Rohit,

 

Not sure what happened now... I disconnected from all wifi then reconnected and now it seems to be working! so it must have been a combo of the issue you found and a network issue with my computer.

 

Thank you for your help!

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Adobe Employee ,
Nov 19, 2019 Nov 19, 2019

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Glad it is fixed for you Drew. Thanks for your patience. 

 

Keep sharing your feedback here and vote for your feature ideas at: http://adobefresco.uservoice.com.

 

Regards,
Rohit

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Community Beginner ,
Dec 31, 2019 Dec 31, 2019

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Hello! I'm having a similar problem, can you tell me what exactly did it for you?

 

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Adobe Employee ,
Jan 01, 2020 Jan 01, 2020

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Hi there,

 

Is this issue coming up with any particular file that you're tyrying to open or with all the files?

 

Regards,

Sheena

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Community Beginner ,
Jan 19, 2020 Jan 19, 2020

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Hi,

It's with all the files. Since launch, fresco never worked beyond the step of creating a new document

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Adobe Employee ,
Jan 19, 2020 Jan 19, 2020

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Hello joãog30925197,

 

Request you to share your log files for us to look into this issue:

https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

 

Thanks,

Rohit

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