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Adobe Illustrator 2024 Crashing Constantly

Forum|Forum|1 year ago
May 28, 2024
13 replies
18689 views

Good Evening,

I have a user with Adobe Illustrator 2024 that updated to the latest version on Thursday and his Illustrator is constantly crashing. It seems to get stuck at VectorizeUI.aip and just sits there. If you touch the program at all it will stop responding and windows will ask to end the process. When trying dianostics it will open, however within 2 seconds it will freeze and needs to be force exited.'

We have tried:

Uninstalling, Reinstalling

Reverting to previous version

Tried the Adobe Cleaner utility and wiped Illustrator

Started in safe mode

Copy the file locally as opposed to the network

updated the graphic drivers

This user's laptop is a mid range Dell Latittude 5540 laptop with the following specs:

CPU: 13th Gen I7-1370P

RAM: 32 Gigabytes of Memory

Storage: NVMe

GPU: MX550 (Entry level thing)

After doing all of that it will CONSTANTLY crash, now this user was scheduled to get a new laptop with more "horse power" on Thursday, however due to this issue i bumped the time table up.

His new laptop has the following specs:

CPU: 12th Gen I7-2800H

RAM: 32 Gigabytes

GPU: RTX A1000 (Which is absolutely overkill)

Storage: Some NVMe Drive

I had the user come into the office and we installed Illustrator 2024 FIRST and it worked fine. We launched it a few times and tried differnt files while he was here. When the user went home it was back to crashing constantly and was ununable. I had the user disconnect the dock to rule that out, however it keeps crashing. I also had him copy the file to his local desktop instead of the network and its the same thing.

How do i fix this? Any logs that would be helpful?

Correct answer paul38678338fdu4

delete any extra materials you may have downloaded from Substance 3D Community Assets or any web page from your version of illutrator and the folder in which they were downloaded to - this worked for me - good luck 🙂

M

Mangde_Mahendrata

Participant

same like me, please reslove this. because my new laptop specification are same and so frustating with crashing especially when i used zoom in/zoom out with alt+scroll mouse whenever it's principle things at Adobe illustrator because mostly improtant when zoom in/zoom out project

D

Derek L @ HK

Participant

Same here the latest version 28.6.0 still keep crashing few times daily my god! The most weird when try to set a custom keyboard short cut, it must stop response and hang there! This new version super unstable & useless wasting lot of time, people should stay away from it if you're on serious project and tight schedule!

Monika Gause

Community Expert

@Derek L @ HK schrieb:

Same here the latest version 28.6.0 still keep crashing few times daily my god! The most weird when try to set a custom keyboard short cut, it must stop response and hang there! This new version super unstable & useless wasting lot of time, people should stay away from it if you're on serious project and tight schedule!

If you want people to be able to see your post, then create a new thread instead of posting multiple times into old threads. I have tagged staff in your other post. Please watch that.

lisap79629636

Known Participant

Hi. I just bought a new MacBook Pro and thought my illustrator crashing issues would be resolved, but they are not! Crashing happens way to often and I am wasting time redoing work I had already completed because it crashed and didn't save properly! For the cost of adobe products this type of issue should not be happening

Monika Gause

Community Expert

WHich system and hardware is it?

lisap79629636

Known Participant

I have a MacBook M3pro

v. Sonoma 14,4

36gmemory

M

MooMoo1995

Participant

can anyone here tell me where i can file a complain and get some help with this, i am loosing so much money and time with this, it crashes daily and i am very much not ammused anymore, espacialy since there is just no customer service what so ever....

Ton Frederiks

Community Expert

During working hours you can contact Adobe support here:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

ask for an Agent in the chat to get someone who can have a look at your computer.

Martin McDarren

Inspiring

My job is to make money to pay Adobe a hefty monthly feefee... This situation with Adobe Illustrator already costing me money and clients. I'm on the edge to cancel my subscription and trying to find alternatives. You are the software Engineers not me. I'm a poor designer from Greece and I have to work very hard for paying your money. So please do your job.

Monika Gause

Community Expert

@Martin McDarren schrieb:

My job is to make money to pay Adobe a hefty monthly feefee... This situation with Adobe Illustrator already costing me money and clients. I'm on the edge to cancel my subscription and trying to find alternatives. You are the software Engineers not me. I'm a poor designer from Greece and I have to work very hard for paying your money. So please do your job.

This is something that needs to be figured out on your computer.

Do you need help with troubleshooting?

In that case maybe @Anubhav M can assist you.

Martin McDarren

Inspiring

i did message him. waiting for reply.

P

paul38678338fdu4Correct answer

Participant

delete any extra materials you may have downloaded from Substance 3D Community Assets or any web page from your version of illutrator and the folder in which they were downloaded to - this worked for me - good luck 🙂

Y

Yu-Hsuan37625105drdn

Participant

依然無法使用Illustrator 2024，嘗試各種方式之後依然一啟動就崩潰，之前沒有這樣的問題.....

A

A-nun-ymous

Participant

Jonah, thank you for posting your issue and results. I was in the exact same situation and your discovery helped us get to a quicker resoultion!

Anshul_Saini

Community Manager

Hello Everyone,

I'm truly sorry to hear that many of you are experiencing issues with Adobe Illustrator 2024. I understand how frustrating it can be when your work is interrupted by crashes and technical problems. Your productivity and creativity are important to us, and we want to help you resolve these issues as quickly as possible.

To assist us in diagnosing and fixing these crashes, could you please share your crash reports by following the steps outlined in this article? When submitting the crash report, please include the email address you used to log into the community. This will help us track your reports more effectively and swiftly send the information to the product team.

Additionally, it would be very helpful if you could share any relevant system information, such as the specifics of your hardware, operating system version, and any antivirus or security applications you have installed. Information about any recently installed applications that might have affected Illustrator would also be valuable.

In the meantime, please try some of the basic troubleshooting steps suggested in this article. These steps have helped many users resolve similar issues.

We genuinely appreciate your patience and cooperation as we work to resolve these problems. Your feedback is crucial in helping us improve our products and ensure they meet your needs. Please don't hesitate to reach out if you have any further questions or need additional support.

Thank you for your understanding and being a valued member of the Adobe community.

Best regards,
Anshul Saini

Awesome_sincerity1587

Participating Frequently

Same issue. I've used all Adobe products since Streamline in the 80s. I've never had as many crashes as this CC-28.5

I ran an Apple MacBook pro M3 and, until April, had no problems. I keep everything 100% up-to-date.

For the record,

I don't use any Beta options, odd/additional brushes, plugins, or other add-ons.

My usage is straightforward, without a lot of blends and no painting.

I primarily use it for text and vector, so the issue doesn't seem to be related to any complex settings or usage patterns.

I don't pull in (m)any placed images.

I don't use a lot of layers. Usually no more than 10-15 art boards.

I don't keep more than 3-5 documents open simultaneously.

I don't have random dots/points/type invisible things.

My vectors are clean.

I only use 2-3 fonts at any given time and they're "real" not random freebies.

I DO use the Connect Fonts Pro connection, but that's never been a problem before.

I use a lot of items from Vecteezy Pro (eps form)

I have custom toolbars and menus but minimal items in them.

I use export assets and libraries, but crashes do not seem to occur in correlation with them.

I save/save-as .ai and sometimes .pdf.

I don't use slices

It is really only happening when working on vector circles, squares, building icons, layers, and infographic items pasted into the document. Really really simple things!

The ONLY reason I can figure out is that I keep a high number of undos, but I have plenty of memory/scratchdisk space! and my undoos are super simple add/remove points/grids/rulers. lines of text.

UGH!!!!!

WHY OH WHY ... is this version so freakin' unstable.

Monika Gause

Community Expert

Do you have "Displays have separate spaces" turned on?

Does this also happen when you work in Safe Mode? When no other apps are running?

Awesome_sincerity1587

Participating Frequently

Hi Monica,

Thanks for the quick reply. I have tried running it (for the last 3 days) with no other apps besides Illustrator (I am on Sonoma 14.5). Though generally, when not troubleshooting, I have Messages, mail, and Safari (sometimes Chrome) open.

Prior to these problems, it was common to have Photoshop open at the same time, and I still was fine with scratch disk space. I have run disk utility, clean my mac, etree, etc. I will try safe mode but unless there is something super new in 28.5 with M3 laptop, I cannot imagine it's that.

Since I've been working on the same 3 documents this week, I've tried using recovered files, SaveAs version of file, and copy all items and paste into new document with new name. Same problems persist.

I'll report back when I have a moment to test that out.

Thanks again,

Debbie

J

Jonah3768514876lrAuthor

Participant

We utilize Trend Micro Apex One. I uninstalled it from our marketing departments computers and all of sudden Adobe products stopped crashing. I will be discussing this with out security team.

F

Fiamma127

Participating Frequently

¿Instalaste ese Trend Micro Apex One en tu pc y Adobe empezo a funcionar bien?

¿O tenias ese programa y al desinstalarlo el problema se soluciono?

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