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ismole_wander
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FAQ: Flash Professional CC hangs on Windows | Need Help

Jun 19, 2013 9:15 AM

If you find that Flash Professional CC hangs or crashes, we request you to perform the following steps:

 

  1. Download process explorer from http://technet.microsoft.com/en-in/sysinternals/bb896653.aspx
  2. Launch Process Explorer.
  3. Select Flash.exe, right click and select Create Dump->Create Minidump…

 

processExplorer.png

4. Attach a copy of the minidump in your reply to this thread OR ping us with a report of your crash using this form and we will reach out to you immediately.

 

Thanks and regards,

Suhas Yogin

 
Replies 1 2 Previous Next
  • Currently Being Moderated
    Jun 19, 2013 10:13 AM   in reply to ismole_wander

    I have the exact same problem. Do you have the same problem when trying to open existing FLA?

     
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  • kglad
    72,235 posts
    Jul 21, 2002
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    Jun 19, 2013 11:22 AM   in reply to ismole_wander

    start closing down running processes/programs to see if you can pinpoint something causing the problem.

     
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  • Currently Being Moderated
    Jun 19, 2013 1:03 PM   in reply to Mayamoto

    Hi,

     

    Meanwhile, I have forwarded your query to the product team. Will be tracking this thread.

     

    Thanks,

    Preran

     
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  • Currently Being Moderated
    Jun 19, 2013 1:25 PM   in reply to ismole_wander

    Could you please share the Screen shot of the flash pro once you launch it.

    Also, once you launch it, go to Flash Pro menu > Preferences and in the preferences window change the User Interface from Dark to Light and check is it crashing at that time as well?

     

    -Harshit yadav

     
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  • Currently Being Moderated
    Jun 19, 2013 7:17 PM   in reply to ismole_wander

    Thank you, ismole. I have reported this issue to the team. You should be hearing from us soon on this post.

     
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  • Currently Being Moderated
    Jun 19, 2013 8:19 PM   in reply to ismole_wander

    Please try this.

    Delete all the preferences of Flash CS6 and CC,and then launch the flash CC again. Let me know if its works for you.

     
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  • Currently Being Moderated
    Jun 19, 2013 8:46 PM   in reply to ismole_wander
     
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  • Currently Being Moderated
    Jun 19, 2013 9:23 PM   in reply to ismole_wander

    Simpler way to delete preferences hold down CTRL/CMD+ALT+SHIFT and the double click to launch FLash Pro,you will be thrown up with a dialog asking for deleting preferences,just click yes and it will delete your preference.Hope this helps.

     
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  • Currently Being Moderated
    Jun 20, 2013 4:39 AM   in reply to ismole_wander

    As I mentioned before, I have the exact same problem on Macbook Pro Retina. A couple of new pieces if information that migh help in debugging the issue are:

    • Flash Professional CC can create .AS files without crashing.
    • In setting the preferences, not only changing the color crashes it, doing anything in the prefrences, even if you just open it and click ok to close it without changing anything, crashes the app.
    • Tech support was inclined that its a graphics card issue, but seeing that another mac with a different graphics card rules that assumption out.
    • when launching the app the initial stage in the middle has strange blue streaks on it that might change when moving the app to a different monitor.
    • The macbook Pro is all OEM and not 3rd party hardware involved (mid 2012 model).

     

    hope this information help in finding the issue.

     
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  • Currently Being Moderated
    Jun 20, 2013 5:05 AM   in reply to Mayamoto

    Hi Mayamoto,

     

    Tech support will reach out to you to enable a meeting where we can investigate this on your system. Thanks for your patience on this problem.

     
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  • Currently Being Moderated
    Jun 23, 2013 12:08 AM   in reply to SujaiS

    I had the same problem after i installed an olde Debugplayer for testing (macBook Pro mountain Lion) also Flash CS 6 produced "White" empty swf's . Both Problems went away when i installed the latest Player

     
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  • kglad
    72,235 posts
    Jul 21, 2002
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    Jun 23, 2013 7:48 AM   in reply to oliaros1

    again, there are a number of programs that can cause flash to crash and you should shutdown running processes to start pinpointing the culprit..  anything the uses or edits mm.cfg is especially suspicious.

     

    on a mac, font problems (like a corrupt font) are known to cause flash crashes.

     
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  • Rob Day
    3,123 posts
    Oct 16, 2007
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    Jun 23, 2013 1:06 PM   in reply to kglad

    I'm having all of the above problems on a new 27" iMac even if I startup in Safe mode, so if there's a conflict it would be with an OSX app. Also get the weird pattern on the startup screen

     

    Screen Shot 2013-06-23 at 4.02.16 PM.png

     
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  • kglad
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    Jun 23, 2013 3:01 PM   in reply to Rob Day

    that screenshot looks like a video problem.

     
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  • Rob Day
    3,123 posts
    Oct 16, 2007
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    Jun 23, 2013 3:21 PM   in reply to kglad

    I think it's the same as what Mayamoto is describing in #16. This is a on 2 week old iMac, I'm not experiecing video issues anywhere else. Hard to believe it's an app or font conflict  in a Safe mode startup.

     
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  • kglad
    72,235 posts
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    Jun 23, 2013 9:38 PM   in reply to Rob Day

    contact adobe support and see if they can setup something with you to debug the issue, http://www.adobe.com/support/chat/ivrchat.html

     
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  • Currently Being Moderated
    Jun 24, 2013 6:22 AM   in reply to ismole_wander

    I have the same problem with Illustrator CC. Crashes when I try to make new doc. It works in Safe Mode.

    I also noticed that kuler isn't loading when this happens, maybe some connection?

     
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  • Rob Day
    3,123 posts
    Oct 16, 2007
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    Jun 24, 2013 10:39 AM   in reply to kglad

    Just made the mistake of uninstalling and reinstalling everything including Flash CS6 and it didn't fix.

     

    I thought there would be an option to reinstall CS6 which was working, but there's not. Anyone know if there's a way to go back to CS6 with a CC subscription?

     
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  • Currently Being Moderated
    Jun 24, 2013 10:43 AM   in reply to Rob Day

    Rob,

     

    Relogin to creative.adobe.com and click on the flash 'Download' of Flash.

    In the new page, on the left there will be a dropdown. (Refer the screenshot)

    change the option for Flash CC to Flash CS6

    Untitled.png

     
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  • Rob Day
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    Jun 24, 2013 11:00 AM   in reply to hyadav

    Thanks.

     
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  • Currently Being Moderated
    Jun 25, 2013 6:01 AM   in reply to Rob Day

    Hey Rob,

     

    I saw your post, and it is identical to my issues with flash CC (also brand new machine... :'( ), any luck on a resolution? I have contacted support, but I have been bounced around. I cannot afford to spend 3 hours on the phone with them again to find out that I need to call them again. It is very disappointing that the long awaited Flash CC flops like this on a device that it was meant to show its best performance.

     
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  • Currently Being Moderated
    Jun 25, 2013 6:49 AM   in reply to Mayamoto

    Mayamoto,

     

    Did you try uninstalling the Flash Player Debugger version?

    Refer the below link to do so:

    http://helpx.adobe.com/flex/kb/uninstalling-flash-player-debugger.html

     

    Then install the latest version of the flash player.

    You can get the latest version for this link: http://get.adobe.com/flashplayer/

     

    Try the Flash Pro again.

     

    -Harshit yadav

     
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  • Rob Day
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    Jun 25, 2013 8:10 AM   in reply to Mayamoto

    I did a chat and it ended with uninstalling/reinstalling Flash debugger, which did not work.

     
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  • Currently Being Moderated
    Jun 25, 2013 8:20 AM   in reply to hyadav

    Hi Harshit,

     

    Thank you for your reply. I did as you instructed, unistall debugger, and it did not work, similar to Rob's case.

     
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  • Rob Day
    3,123 posts
    Oct 16, 2007
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    Jun 26, 2013 9:33 AM   in reply to hyadav

    Flash Pro projects out of FlashBuilder also crash Flash on a debug or test movie

     
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  • Currently Being Moderated
    Jun 28, 2013 2:07 AM   in reply to Mayamoto

    Hi Mayamoto and ROb,

    I am Raghuram, from the Flash Pro Product team. Please send over your co-ordinates here and we will get in touch with you to debug this problem.

     

    Thanks

    raghu

     
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  • Rob Day
    3,123 posts
    Oct 16, 2007
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    Jun 28, 2013 5:24 AM   in reply to raghuram.cg

    zip at zenodesign dot com

     
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  • Currently Being Moderated
    Jun 28, 2013 6:09 AM   in reply to raghuram.cg

    Hello Raghuram,

     

    Thank you for the initiative. I have an active case (ticket) # with adobe support : 184418517. This case has my full co-ordinates.

     

    Cheers

     
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  • Rob Day
    3,123 posts
    Oct 16, 2007
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    Jun 28, 2013 11:03 AM   in reply to raghuram.cg

    My case # is  0184435359

     

    Here's a PDF of the crash report:

     

    http://www.zenodesign.com/forum/crashreport.pdf

     
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  • Currently Being Moderated
    Jul 1, 2013 4:48 AM   in reply to Mayamoto

    THanks - I've reached out to you both privately.

     
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  • Currently Being Moderated
    Jul 3, 2013 9:05 AM   in reply to raghuram.cg

    Hi Rob,

     

    What is your screen resolution? Can you try launching flash with 1920x1080 (or less) and check? Please let us know the results.

     

    Regards,

    Dharmendra.

     
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  • Rob Day
    3,123 posts
    Oct 16, 2007
    Currently Being Moderated
    Jul 4, 2013 9:42 AM   in reply to Mayamoto

    I worked with raghu's team and we were able to get CC working by creating a new user account. I'm hoping we can pinpoint the problem so I don't have to rebuild a new account, but for now it seems to be a solution.

     
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