27.1.1 and 27.2 Illustrator crashes and disappear using Wacom tablet

Question

For the last week and a half after updating to 27.1.1Illustrator just randomly shuts down. No crash report no nothing. There is no rhyme or reason. I can't recreate it. Totally random. With new files. With old files. Doesn't matter at all. Have dome all the recommended troubleshooting. Even went so far as to have support log into my computer and gut all Adobe products with the cleaner, which I had already done. And reinstall Illustrator. Still continues. Yes, all drivers are up to date. Plenty of memory and disk space. Support checked all of that as well. All they could do is tell me it was fixed. And as soon as I started a file after a minute it closed again. They insisted it was fixed. There suggestion. Don't open any other programs while running Illustrator. Wow. Well since support was less than useless. Anyone else having these issues and figured out anything at all reguarding the cause? Guess I will do like everyone else having issues and install an older version that actually works.

tikyta · Accepted Answer

Hi @rich@x-tremeapparel.com I did the same. Lastnight rollback my wacom driver to same version of you and is working fine for now. I keep testing.

Adobe@Anubhav M you should test whats happens because we are a lot of wacom users.

@rich@x-tremeapparel.comin my case I´m running Illustrator 27.2 with the old wacom driver and is working.

Anubhav M · Answer

Hello @rich@x-tremeapparel.com, @tikyta,

We are sorry to hear about the crash. Would you mind trying to delete Illustrator's preferences manually and checking if it helps:

For macOS
• Close all Adobe applications.
• Go to the following locations
• ~/Library/Caches
• ~/Library/Application Support/Adobe
• ~/Library/Preferences
• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 27 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 27 Settings.old
• Launch Illustrator from the Creative Cloud.

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

For Windows
- Close all Adobe applications.
- Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe
- Rename Adobe Illustrator and Adobe Illustrator 27 Settings folders to Adobe Illustrator.old and Adobe Illustrator - 27 Settings.old

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders if you want to. The location is mentioned above.

Looking forward to your response.

Thanks,

Anubhav

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.