8 Replies Latest reply on Jul 24, 2017 8:20 AM by Preran

    muse crashes when opened

    Eleni1010 Level 1

      hi, so i downloaded muse and when I opened it it crashed automatically. I have tried un-installing it and re-installing it multiple times but it wont open. I have also tried clean un-installing it with the creative cloud thing but it hasn't worked.

      I was working on this project at school and now when i went to open muse at home it would just crash. I really want to work on my website.

      Screenshot (1).png

       

      I have also updated muse when the update was available and I have taken it to my schools IT technician, he didn't know what was happening.

      hope this helps - Eleni

        • 1. Re: muse crashes when opened
          ankushr40215001 Level 7

          Hi Eleni,

           

          From your issue description what I assume is Muse crashes as soon as you launch it correct?

           

          We’ll need to collect a little bit of additional information before we proceed.

          • From the screen shot, I see that you have a Win 10 OS!
          • Is this the first time you are launching Muse in this particular system or did that used to fine?
          • Can you share the last 2 paragraphs from MuseLog.txt located in your documents folder? Please don't paste the whole thing.

          Please don't worry, we will work on this together and try getting it fixed here at the forum itself.

           

           

          Regards,

          Anush

          1 person found this helpful
          • 2. Re: muse crashes when opened
            Eleni1010 Level 1

            Yes it crashes when i launch it and it is the first time using muse on this computer. I will paste share the muse log when i am on my computer

            • 3. Re: muse crashes when opened
              Eleni1010 Level 1

              Logging in build 2017.0.3.20 started at: Thu Jul  6 17:29:33 2017

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              Logging in build 2017.0.4.8 started at: Mon Jul 10 16:41:50 2017

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              Logging in build 2017.0.4.8 started at: Wed Jul 19 13:43:23 2017

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              ==========

              Logging ended at: Wed Jul 19 13:43:29 2017

               

               

              Logging in build 2017.0.4.8 started at: Wed Jul 19 14:09:34 2017

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              Logging in build 2017.0.4.8 started at: Fri Jul 21 17:35:17 2017

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              that is the whole thing, there were three paragraphs.

              • 4. Re: muse crashes when opened
                ankushr40215001 Level 7

                There isn't much information captured here.

                Can you please share the complete info from log file?

                • 5. Re: muse crashes when opened
                  ивант74047778

                  How to do it? Where is the log file?

                  Logging in build 2017.0.4.8 started at: Wed Jul 19 17:03:18 2017

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                  Logging in build 2017.0.4.8 started at: Wed Jul 19 17:04:03 2017

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                  Logging in build 2017.0.2.60 started at: Wed Jul 19 22:51:32 2017

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                  [00:00:30.625] 22:52:03.081 | Error - IMS : ErrorCode=22 ErrorMessage=

                  Logging in build 2017.0.2.60 started at: Wed Jul 19 22:56:07 2017

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                  [00:00:18.062] 22:56:25.355 | Error - IMS : ErrorCode=22 ErrorMessage=

                  Logging in build 2017.0.2.60 started at: Wed Jul 19 23:44:58 2017

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                  Logging in build 2017.0.2.60 started at: Thu Jul 20 00:06:07 2017

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                  Logging in build 2017.0.2.60 started at: Thu Jul 20 00:21:45 2017

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                  Logging in build 2017.0.2.60 started at: Thu Jul 20 12:42:25 2017

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                  Logging in build 2017.0.2.60 started at: Thu Jul 20 13:17:13 2017

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                  Logging in build 2017.0.2.60 started at: Thu Jul 20 13:24:26 2017

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                  Logging in build 2017.0.2.60 started at: Thu Jul 20 14:06:01 2017

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                  Logging in build 2017.0.2.60 started at: Thu Jul 20 14:12:21 2017

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                  Logging in build 2017.0.2.60 started at: Thu Jul 20 23:45:16 2017

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                  Logging in build 2017.0.2.60 started at: Fri Jul 21 00:23:43 2017

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                  Logging in build 2017.0.2.60 started at: Fri Jul 21 00:30:36 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 00:35:41 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 00:53:16 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 01:01:37 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 10:15:21 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 10:34:51 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 10:38:29 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 10:39:26 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 11:43:45 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 14:28:19 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 14:34:12 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 14:54:38 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 14:55:01 2017

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                  ==========

                  Logging ended at: Fri Jul 21 14:55:58 2017

                   

                  Logging in build 2017.0.4.8 started at: Fri Jul 21 22:28:40 2017

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                  Logging in build 2017.0.4.8 started at: Fri Jul 21 23:19:19 2017

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                  • 6. Re: muse crashes when opened
                    Eleni1010 Level 1

                    That was all of MY muse log. Coz i went when i clean uninstalled it.

                    • 7. Re: muse crashes when opened
                      Eleni1010 Level 1

                      And m8 im trying to get help here. ^^^^^

                      • 8. Re: muse crashes when opened
                        Preran Adobe Employee

                        Thank you for the info. Please send me your details (Adobe ID, location, phone number, URL of this post) over a private message. To send a private message, click my picture and use the Message button. We will get in touch with you for investigation.

                         

                        Preran