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markbh
Participant
December 3, 2019
Answered

Adobe Illustrator CC 2020 crashes upon launch

  • December 3, 2019
  • 2 replies
  • 4583 views

Hello All,

 

I'm using Adobe Illustrator 2020 on an iMac Retina 4K, 21.5-inch screen. Came into work this morning and launched Illustrator just like I do every other morning and received the following message a few seconds after the splash screen:

 
Sorry, Illustrator has encountered an error and needs to close.
You will not be able to use Illustrator at this time. Please contact Customer Support and use the reference code 205 for more information on how to resolve this issue.

 

I've never received any sort of message like this in the past, so this is a new one for me. The kicker is when I click on the Customer Support link, it brings me to an error 404 page with a "Sorry, that page can't be found" message. So, here I am at the forum. Has this happened to anyone else recently? Also, I did search for similar posts and found something from 2014, but it didn't seem to align exactly with what was happening to me, so that's when I decided to post.

 

Any help would be vastly appreciated.

Thank YOU!

Mark H.

 

This topic has been closed for replies.
Correct answer Bill Silbert

The error code you referenced is addressed at this link about licensing errors: https://helpx.adobe.com/download-install/kb/licensing-errors.html. See if the suggestions given there help.

2 replies

Bill Silbert
Community Expert
Bill SilbertCommunity ExpertCorrect answer
Community Expert
December 3, 2019

The error code you referenced is addressed at this link about licensing errors: https://helpx.adobe.com/download-install/kb/licensing-errors.html. See if the suggestions given there help.

M
markbhAuthor
Participant
December 3, 2019

I see....thank you for the clarification.

 

As I was awaiting additional input from the forum, a colleague of mine suggested I call Adobe Tech Support (800-443-8158). Turns out my issue was that my system was not providing the correct keychain password to the Adobe Illustrator app to allow it to launch properly. A relatively quick fix, but I can't help but wonder how many other good folks have had this same problem, but are left scratching their heads for hours (like I was).

 

Bill, the link you posted above does in fact reference error code 205 as an error in which the app is unable to store profile and licensing information in the secure storage (keychain in macOS and credential manager in Windows) on your computer. Essentially, it's the same solution that the Adobe tech provided.

 

I'll happily mark this as the correct answer.

Thank you for your time and expertise! It is much appreciated.

Mark H.

    Bill Silbert
    Community Expert
    Bill SilbertCommunity Expert
    Community Expert
    December 3, 2019

    Happy to help.

    Bill Silbert
    Community Expert
    Bill SilbertCommunity Expert
    Community Expert
    December 3, 2019

    Try this link: https://helpx.adobe.com/support.html?promoid=RGJ8NLP8&mv=other.

    M
    markbhAuthor
    Participant
    December 3, 2019

    Hey Bill,

     

    Appreciate the quick response! Thank you for the link, but I've been up and down that page this morning and I don't see anything there that will help my specific problem...unless I'm missing something. I poked around all of those links on the page you suggested and it's lead me here to the support community.

     

    Unless you could point me in the direction of a specific entry that aligns with my situation...

    Aprreciate it.

    Mark H.

     

     

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