I Can't operate Fresco on my surface pro 6

New Here ,
Dec 15, 2019 Dec 15, 2019

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I Can't operate Fresco on my surface pro 6. When I start new document, it quit itself automatically and there're no signs. The storage is enough to operate.

How can I fix it?

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correct answers 1 Correct Answer

Adobe Employee , Dec 15, 2019 Dec 15, 2019
Hello mons0307,   Kindly share the logs from your system with us at: frescohelp (at) adobe.com.   You can follow these steps to collect logs from your system: http://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html.   Thanks, Rohit

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Adobe Employee ,
Dec 15, 2019 Dec 15, 2019

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Hello mons0307,

 

Kindly share the logs from your system with us at: frescohelp (at) adobe.com.

 

You can follow these steps to collect logs from your system: http://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html.

 

Thanks,

Rohit

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New Here ,
Dec 17, 2019 Dec 17, 2019

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I uoload my logs. Thanks for your help!!

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Adobe Employee ,
Dec 18, 2019 Dec 18, 2019

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Hi there, 

 

I have sent you a DM, please check.

 

Regards,

Srishti

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New Here ,
Jan 18, 2020 Jan 18, 2020

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I was facing the same problem, my set-up is i5 surface pro7

The fresco keeps crashing when i try to open or create a new canvas.

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Adobe Employee ,
Jan 19, 2020 Jan 19, 2020

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Hello zxc18092,

 

Kindly share the logs from your system to help us look into the issue. You can collect logs by following these steps:

 

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

 

Regards,

Rohit

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New Here ,
Jan 21, 2020 Jan 21, 2020

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Hi,

I download the LogCollectorTool

But I can't generate the ZXP file after I given myconsent to collect the logs.

 

 

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Adobe Employee ,
Jan 21, 2020 Jan 21, 2020

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Hi there,

 

We're sorry for the trouble. It looks like one-on-one support will be able to help you best. Please head here (https://helpx.adobe.com/support.html) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

 

Regards,

Srishti

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