12 Replies Latest reply on Jan 2, 2018 5:32 PM by Sue Garibaldi

    Draw has become unresponsive

    EMBurke

      i realize this has been posted before but I’m having problems with the draw app freezing and crashing. I rarely get the option to open a project. I’ve tried some of the other suggestions with no success. My iPad is updated to the latest iOS. What can be done to fix this problem?

       

      thank you for your help.

        • 1. Re: Draw has become unresponsive
          Sue Garibaldi Adobe Employee (Admin)

          Hi EM.

           

          I'm sorry the app's not working. I have a few questions:

           

          * What version of the app are you using? (Tap the Settings icon in the lower nav then About Draw)

          * What generation iPad are you using?

          * Is this a new occurrence? In other words, have you been using the app for a long period of time and all of a sudden are unable to use it without it crashing? Any information about when you began having trouble will be helpful.

          * At what point does the freezing/crashing begin? As soon as you open it? When you start drawing? Any information will be helpful.

          * Do you use Capture CC shapes in the app?

          * Can you see all your Draw work when you sign in with your Adobe ID to Adobe Creative Cloud?

           

          Please let me know what you find and we can go from there.

           

          Sue.

          1 person found this helpful
          • 2. Re: Draw has become unresponsive
            EMBurke Level 1

            Hi Sue,

             

            I have iOS 11.2 on an iPad pro.

            I'm running the current update on Draw but I can't access info through settings. It doesn't do anything when I try to access settings. In fact, in trying to do so the app just crashed. Again.

            Yes, it is new and began happening within the past week, although I also hadn't used the app in a couple weeks previously.

            I can see my work but can't open anything. The app will usually open but then freezes, preventing me from opening a file or starting a new one. Usually after trying to open a file it crashes.

            Yes, I can see work file in Adobe Creative Cloud.

             

            Thank you very much for your help with this - I really appreciate it.

            Elliott

            • 3. Re: Draw has become unresponsive
              Sue Garibaldi Adobe Employee (Admin)

              Elliott.

               

              One thing you didn't mention: Are you using Capture CC shapes in Draw?

              Also, by any chance have you begun or continued working on a complex (something with a lot of layers, a lot of strokes, etc.) drawing in the past week?

               

              Sue.

              1 person found this helpful
              • 4. Re: Draw has become unresponsive
                Sue Garibaldi Adobe Employee (Admin)

                Elliott.

                 

                One other thing: I might want you to pull a crash log for me, but let me know about Capture and any complex drawings first.

                 

                Sue.

                1 person found this helpful
                • 5. Re: Draw has become unresponsive
                  EMBurke Level 1

                  Hello,

                   

                  No, I don't believe I was working on anything complex. It may have involved CC shapes but I'm not certain of that.

                   

                  Elliott

                  • 6. Re: Draw has become unresponsive
                    Sue Garibaldi Adobe Employee (Admin)

                    Elliott.

                     

                    I'm going to email you from my Adobe account with instructions about how to send me a crash log. In the meantime, sign in with your Adobe ID to Adobe Creative Cloud  and tell me how many shapes you have in any one Capture library?  I don't need you to be too specific, just a general number like "more than 30" or "more than 100."

                     

                    Keep an eye out for an email from me.

                     

                    Sue.

                    1 person found this helpful
                    • 7. Re: Draw has become unresponsive
                      timandfranicia

                      Sue,

                       

                      I replied to you in a different thread -- I'm having the same issue. One of my libraries has 530'ish items in it including color pallets, brushes, patterns, and vector drawings.

                       

                      Tim

                      • 8. Re: Draw has become unresponsive
                        Sue Garibaldi Adobe Employee (Admin)

                        Hey Tim.

                         

                        Shapes are the key. How many do you have in a single library?

                         

                        Sue.

                        1 person found this helpful
                        • 9. Re: Draw has become unresponsive
                          timandfranicia Level 1

                          I'm sorry, Sue. Maybe I'm missing where to find the shapes. My library has the following:

                          Brushes: 36

                          Looks: 8

                          Patterns: 12

                          Graphics: 430

                           

                          That's probably an excessive # of graphics huh? What's the best practice for managing a library of shapes/graphics?

                          • 10. Re: Draw has become unresponsive
                            Sue Garibaldi Adobe Employee (Admin)

                            Tim,

                             

                            I think we're talking about the same thing. Shapes = Graphics. They're called Graphics on assets.adobe.com and in the apps, but in Capture they're referred to as shapes. They're basically vector captures.

                             

                            The Draw team is working on a bug that causes the app to hang then freeze then crash when trying to load an excessive amount of shapes. It's something that will definitely be fixed in an update next year but in the meantime here's how you can handle it.

                             

                            You don't have to delete the Shapes/Graphics but you do have to spread them out.  Instead of having all 430 Shapes/Graphics in single library they must be moved into about 10 separate libraries.

                             

                            It's a bit time consuming, to move them but easy to do. My suggestion is to do it on a laptop/desktop computer rather than a mobile device. Here's what to do:

                            * Go to https://assets.adobe.com/assets/libraries

                            * Tap on the library with your shapes; the screen it opens on will show all of that libraries assets

                            * Each asset has a small pulldown triangle in the lower right corner. Click on that.

                            * From the menu that opens choose either Archive (if you no longer want the shape) or Move (to move the shape to a new library)

                            * After clicking on Move, a new menu will open with the ability to drop the shape into an existing library or to create a new one.

                             

                            You'll want to create about 10 additional libraries (each with about 40 shapes). You only have to be concerned with shapes. No other Capture assets are problematic. This will resolve the crashing you're experiencing.

                             

                            Let me know if you have ANY trouble moving assets or ANY questions.

                             

                            Sue.

                            2 people found this helpful
                            • 11. Re: Draw has become unresponsive
                              timandfranicia Level 1

                              Sue,

                               

                              Just to let you know: I followed your instructions, and the app works correctly now! Thank you so much!

                               

                              Tim & Franicia

                              • 12. Re: Draw has become unresponsive
                                Sue Garibaldi Adobe Employee (Admin)

                                TimAndFrancia.

                                 

                                Oh good. I'm so glad everything's working correctly again.

                                 

                                Thanks for letting me know.

                                 

                                Sue.