Participant

Answered

AI 2023 will not launch due to an "unknown error"

Forum|Forum|3 years ago
November 4, 2022
2 replies
3024 views

I recently upgraded to AI 2023. I thought I had used it since I upgraded but I might be wrong. I have not had this issue with prior versions. The problem appears to be AI specific: I can open my other CC programs like PS 2023.

I am on a 2019 iMac running OS Ventura 13.0. The computer has a 3.6 GHZ 8-Core Intel Core i9, a Radeon Pro 580X 8 GB, and 128 GB 2667 MHz DDR4.

I have tried restarting, reinstalling AI, running cleanup utilities - nothing is working so far. The only step I have not taken is unistalling and reinstalling Creative Cloud. Besides using third party brushes, I'm not aware of any weird plug-ins that could be causing a conflict.

This topic has been closed for replies.

Correct answer Diggity D

I solved the issue, whatever it was.

I uninstalled and reinstalled CC. That seemed to make no difference. So I downloaded the Adobe Creative Cloud Cleaner Tool, ran that, selected Illustrator and "cleaned" it. Once I reinstalled Illustrator after that, it launched without issue. If I'm not imagining things, it even launched more quickly than usual.

J

Jonathan5E2C

Participant

Having the same issue and cleaned Illustrator and then CC and still having the issue. Not sure what to do at this point. Wait for an update, I guess.

Monika Gause

Community Expert

Please give us your system info

Anubhav M

Community Manager

Here's the top of the crash report. I have the whole report saved if it would be helpful. All other CC applications work as expected.

-------------------------------------

Translated Report (Full Report Below)

-------------------------------------

Process: Adobe Illustrator [2745]

Path: /Applications/Adobe Illustrator 2023/Adobe Illustrator.app/Contents/MacOS/Adobe Illustrator

Identifier: com.adobe.illustrator

Version: 27.0.1 (27.0.1)

Code Type: ARM-64 (Native)

Parent Process: launchd [1]

User ID: 501

Date/Time: 2022-11-19 07:24:30.7214 -0500

OS Version: macOS 13.0.1 (22A400)

Report Version: 12

Anonymous UUID: A1ABFC55-2CD9-4B2C-44B7-271484D68218

Sleep/Wake UUID: 808CD0E3-CC80-4C07-A405-79B17F7CCDAC

Time Awake Since Boot: 2400 seconds

Time Since Wake: 402 seconds

System Integrity Protection: enabled

Crashed Thread: 0 Dispatch queue: com.apple.main-thread

Exception Type: EXC_BAD_ACCESS (SIGSEGV)

Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000000

Exception Codes: 0x0000000000000001, 0x0000000000000000

Termination Reason: Namespace SIGNAL, Code 11 Segmentation fault: 11

Terminating Process: exc handler [2745]

VM Region Info: 0 is not in any region. Bytes before following region: 4371349504

REGION TYPE START - END [ VSIZE] PRT/MAX SHRMOD REGION DETAIL

UNUSED SPACE AT START

--->

__TEXT 1048d8000-105ad8000 [ 18.0M] r-x/r-x SM=COW ...e Illustrator

Hello @Jonathan5E2C,

Thanks for confirming that. Would you mind trying to run Illustrator under the root user account and checking if it helps?

If that doesn't help, you may connect with our technical support team (https://helpx.adobe.com/contact.html?rghtup=autoOpen). The team here would be able to perform remote troubleshooting and assist you accordingly.

Thanks,

Anubhav

Diggity DAuthorCorrect answer

Participant

I solved the issue, whatever it was.

I uninstalled and reinstalled CC. That seemed to make no difference. So I downloaded the Adobe Creative Cloud Cleaner Tool, ran that, selected Illustrator and "cleaned" it. Once I reinstalled Illustrator after that, it launched without issue. If I'm not imagining things, it even launched more quickly than usual.

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