Adobe Animate CC 2018 has stopped working (loading screen), what do I do?

[VoidGear]

Hello users,

I'm new to Adobe and I don't know much but I tried installing animate cc in order to learn some animations.

After opening the app, the loading screen appears but after the text "loading document templates" appears,

the apps in the desktop refreshes then a box appears saying adobe animate has stopped working followed

by "A problem caused the program to stop working correctly. Windows will close the program and notify you

if a solution is available." I tried to search for solutions and tried the ones I saw but it still doesn't work no

matter what i do. I am looking forward to animating objects but I can't at the moment. Any kind of help would

be so much helpful. Thank you.

*I'm using windows 10

[kglad]

reset your preferences -

http://helpx.adobe.com/flash/kb/re-create-preferences-flash-professional.html

    (or remove Win:  C:\Users\<username>\AppData\Local\Adobe\Animate CC <version>\ and

                                  C\Users\<username>\AppData\Roaming\Adobe\Animate\<version>\

                        Mac:   /Users/<username>/Library/Application Support/Adobe/<Animate CC version>/ and

                                    /Users/<username>/Library/Preferences/Adobe/Animate/<version>/)

[VoidGear]

tried it, still gets stuck at 'loading document template' for a while then the dialogue box appears again

saying it stopped working

[kglad]

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

restart your computer (don't skip this)

use the desktop app to install animate cc

[VoidGear]

still doesn't work for me

[kglad]

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

[VoidGear]

i'll try, thanks for the help!!

[kglad]

you're welcome.

[Preran]

Do post your solution here after your issue has been resolved. It will help other users with a similar issue.

[VoidGear]

still not working, i've tried almost everything but it can't seem to work
could it be because of compatibility issues or maybe because of the other apps installed in my pc?

[kglad]

other apps, yes.  you can test that by stating is safe mode.

[Preran · Accepted solution]

Thank you for trying the solutions. If the last solution did not help, please send me your Adobe ID, location, and phone number 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. ^PK

[pablon2454867]

same problem