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Adobe Animate CC 2018 Crashing on startup, Windows 10

Explorer ,
May 17, 2018 May 17, 2018

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Hi. I can't get Adobe Animate CC 2018 to run recently.

It starts up with the splash screen, shows the interface once the Splash screen is done, then immediately exits to desktop.

I've tried uninstalling and reinstalling multiple times, I've tried the solutions listed here:

Troubleshooting tips to fix Animate CC crash on launch or startup

I've tried using the CC Cleaner tool:

Use the Creative Cloud Cleaner Tool to solve installation problems

No dice. I'm running Windows 10, updated to the latest patch as of May 2018.

This is really frustrating as I need to use it right now.

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Performance , Product issue

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correct answers 1 Correct answer

Adobe Employee , Jul 09, 2018 Jul 09, 2018

Hi,

Just want to let you all know that Animate CC July 2018 update is now Live. This update is primarily a hot fix to address the launch app crash issue that many of you were facing after updating the Windows 10 to update 1803 if you have more than 1677 fonts installed on your system.

Please update your copy of Animate CC to the latest using Creative Cloud desktop application Update apps to the latest release of Adobe Creative Cloud to avail the hot fix.

You can refer to Hot Fix to address Animate CC crash on launch or startup

...

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replies 103 Replies 103
Community Expert ,
May 17, 2018 May 17, 2018

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did you reset preferences by deleting the preference files?

if so:

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

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Explorer ,
May 17, 2018 May 17, 2018

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Yes, I've tried those all.

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Explorer ,
May 17, 2018 May 17, 2018

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A 2nd machine just installed Windows 10 Update 1803, and now Animate is crashing on it too. I'm now pretty sure the crash is due to a change with Windows 10 update 1803.

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Enthusiast ,
May 17, 2018 May 17, 2018

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I'm 1803, too.

But there was no problem.

Whether the system is automatically upgraded to an open state.

Second, 1803 do not know why some people do have this problem.

General download full version of the WIN10 ISO, new installation will not be the problem.

and the temporary solution is to modify the registry.

Some people's computer 1803 cannot display the correct memory can cause Adobe software to not open.

But I don't suggest.

Because this error may be caused by other software conflicts.

So I recommend downloading the latest WIN10 1803 ISO,

After reinstalling, leave the system default service

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Community Expert ,
May 18, 2018 May 18, 2018

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using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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Adobe Employee ,
May 18, 2018 May 18, 2018

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We have heard from other users as well affected by the latest Windows update. If you would like us to investigate, please send me your Adobe ID, location, and phone number over a private message. We will get in touch with you for investigation. To send a private message, click my name and use the Message button.

Thanks,

Preran

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Explorer ,
May 23, 2018 May 23, 2018

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I am bumping this up as this is not yet resolved. The solution to roll back to an earlier version of Windows is not an option for me as it introduces security issues.

I just received an e-mail from the Adobe support team that they marked my issue as resolved, when it is not. I am extremely disappointed with the Adobe team right now as it has been a week already with no proper resolution.

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Community Beginner ,
May 23, 2018 May 23, 2018

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BUMP...

This was a known issue for at least a week and today I had hours of online chat support attempted diagnostics?

FFS sake Adobe - you're better than this....

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LEGEND ,
May 30, 2018 May 30, 2018

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Hi Preran. I am part of the unluky having this problem.

Here is my event log is this can help.

Description:

Faulting application name: Animate.exe, version: 18.0.1.115, time stamp: 0x5a25e825

Faulting module name: KERNELBASE.dll, version: 10.0.17134.1, time stamp: 0x701ca188

Exception code: 0xe06d7363

Fault offset: 0x000000000003f218

Faulting process id: 0x15b6c

Faulting application start time: 0x01d3f81a4d06a01a

Faulting application path: C:\Program Files\Adobe\Adobe Animate CC 2018\Animate.exe

Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll

Report Id: 7da11719-e70f-4cbc-8a85-9926f5fedfd0

Faulting package full name:

Faulting package-relative application ID:

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

<System>

<Provider Name="Application Error" />

<EventID Qualifiers="0">1000</EventID>

<Level>2</Level>

<Task>100</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2018-05-30T13:30:08.668317600Z" />

<EventRecordID>3514</EventRecordID>

<Channel>Application</Channel>

<Computer>CORP790-010.eaglecharterschools.com</Computer>

<Security />

</System>

<EventData>

<Data>Animate.exe</Data>

<Data>18.0.1.115</Data>

<Data>5a25e825</Data>

<Data>KERNELBASE.dll</Data>

<Data>10.0.17134.1</Data>

<Data>701ca188</Data>

<Data>e06d7363</Data>

<Data>000000000003f218</Data>

<Data>15b6c</Data>

<Data>01d3f81a4d06a01a</Data>

<Data>C:\Program Files\Adobe\Adobe Animate CC 2018\Animate.exe</Data>

<Data>C:\WINDOWS\System32\KERNELBASE.dll</Data>

<Data>7da11719-e70f-4cbc-8a85-9926f5fedfd0</Data>

<Data>

</Data>

<Data>

</Data>

</EventData>

</Event>

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Enthusiast ,
May 30, 2018 May 30, 2018

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Are there any problems with other software?

This error is probably the same as anyone else's 1803 problem.

Update patch Incomplete or error

causing system corruption.

Error display, memory problem.

The software cannot read memory,

Thus automatically shut down, or some software cannot fill in the password, and the Chat tool shuts down automatically etc.

We recommend that you reinstall or reset.

Time has passed so long.and rarely solved.

is also in the Windows update.

Click OS Generation Information

What is the operating system version?

Not version, but OS version

If it's 1803,

Should show 17134.81

I read your message.

Your problem is version 17134.1.

This is the issue version.

In May,

1803 there's a new patch.

After the update, 17134.81 doesn't have these problems.

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Adobe Employee ,
May 30, 2018 May 30, 2018

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We have shared all the log files with the product team, but they have been unable to reproduce the issue at their end.

They are working with Microsoft to figure what the problem could be as this looks like something that is OS related. Please stay tuned for updates.

If you are OK with going back to the previous version of your OS, then you can do that temporarily until a solution is available.

Thanks,

Preran

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Explorer ,
May 30, 2018 May 30, 2018

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It is most definitely OS-related. This problem is happening to me on 2 different machines, on my 2nd machine, it happened directly after installing the latest Windows update, so I'm sure that is what is causing it.

Unfortunately, rolling back is not an option for me.

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Enthusiast ,
May 30, 2018 May 30, 2018

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I have a question.

Do not reinstall, I can understand.

But rollback is not selected

What's the reason?

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Enthusiast ,
May 30, 2018 May 30, 2018

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Rollback does not allow software and files to disappear,

Just become the previous version.

Of course we need to back up.Accident prevention.

But it's generally safe.

and asking questions here, why don't you go to Microsoft and ask how

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Community Beginner ,
May 30, 2018 May 30, 2018

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Rolling back is not an option either for me. The OS must be always updated. Otherwise could be security flaws.

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Enthusiast ,
May 31, 2018 May 31, 2018

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After rolling back, update the system immediately and update to the "May 3rd" version

The issue version is the "April" version.

Now, this is due to system problems,

Your system is not the latest version.

You don't fix it, you can't update it to the latest version.

You can think of it as an update error.

Possible causes.

Is that the update hotfix download is incomplete or corrupted,

I think it is Microsoft 1803 of the multiple downloads caused by file segmentation downloads, out of the question, although now repaired.

I want you to roll back, don't let you use the old version,

It allows you to install the latest version.

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LEGEND ,
May 31, 2018 May 31, 2018

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I have this issue with the May version.

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Adobe Employee ,
May 31, 2018 May 31, 2018

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I understand that rollback isn't an option for some users here. However, that is the only possible workaround solution we have for now. Hopefully, the folks at Microsoft will prioritize this issue and fix it soon.

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Explorer ,
Jun 04, 2018 Jun 04, 2018

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Bump.

It's been over 2 weeks now, and when I am signed into this Adobe ID account, support chat is always closed.

When I sign into another Adobe account, support chat is available.

What is happening here?

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LEGEND ,
Jun 04, 2018 Jun 04, 2018

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Don't know. If you want to figure out that mystery there are forums for account issues. Meanwhile, could you use the Adobe ID that works, to then have a support chat?

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Explorer ,
Jun 04, 2018 Jun 04, 2018

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Okay looks like the chat problem is okay now. I switched browsers and chat is now available.

Still waiting on the fix for Animate CC 2018 + MS Update.

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Explorer ,
Jun 05, 2018 Jun 05, 2018

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Just a note - there is a new Windows 1803 cumulative update patch that was just released yesterday or so. It doesn't help though, after installing it, Animate CC 2018 still crashes on startup.

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LEGEND ,
Jun 05, 2018 Jun 05, 2018

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Microsoft really needs to get this done!

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Participant ,
Jun 05, 2018 Jun 05, 2018

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The same situation for me. After the last update.. nothing.. the issue still happens.

Is not fair that we have to dealing with this.

Microsoft/Adobe have the responsibility to found a quick solution for his users!

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