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Participating Frequently
January 24, 2019
Answered

All versions of Illustrator still crashing on startup.

  • January 24, 2019
  • 3 replies
  • 1755 views

This is what I'm experiencing...

At some point a few hours or 1-2 days after rebooting, (usually right when I'm in a crunch to get several assignments out) I end up going through the following cycle:

  1. Illustrator crashes
  2. Illustrator crashes again upon startup attempt
  3. I submit error report
  4. I try opening previous versions, which all crash on startup
  5. I close all my apps and reboot.
  6. Then I'm able to use Illustrator again, of course with all preferences reset, etc.

I've used the CC uninstaller and reinstalled.

I've tried installing without preferences preserved.

I've tried the three latest versions of Illustrator.

Right now as I post this, I'm about to go through my 10th cycle of closing everything and rebooting. I've been doing this whole thing for a couple weeks now, and I really don't want to have to sit on the phone with assistance so they can tell me to do all these things again.

possible related factors

Last month I updated to Mojave, then I added the 2019 version of all CC apps I use without removing the previous versions. (just in case) Dec 23, 2018 I upgraded to a new SSD which I flashed with a restore from Time Machine. About a week later was when all the crashing on startup began.

I've wondered if efficiency apps such as CleanMyMac could ever cause issues with apps functioning properly. I do run CleanMyMac, but I've not heard of it causing issues with Adobe apps. Let me know if any of you know otherwise.

other factors

I use iPad with CC apps and I use some CC apps on my iPhone.

I typically run Photoshop / Illustrator / InDesign all day, every day.

I work with large Photoshop files and fairly complex vector art at the same time.

I use Astropad Studio with iPad (to control Photoshop on my desktop) when I do image touchup work on cosmetics photography.

From time to time I use two sets of Illustrator plugins:

  • Cutting Master (for vinyl cutter to make screens and signs)
  • Astute Graphics Phantogram (for creation of halftone dot patterns)

Other than these I am not plugin-heavy and do not use a lot of 3rd party apps.

workstation specs

Model Name: MacBook Pro (mid 2014)

Model Identifier: MacBookPro11,2

Processor Name: Intel Core i7

Processor Speed: 2.2 GHz

Memory: 16 GB

HDD: 1TB (50% utilized)

Boot ROM Version: 149.0.0.0.0 (whatever this is - maybe this helps)

SMC Version (system): 2.18f15 (same here)

This topic has been closed for replies.
Correct answer Monika Gause

This describes the location:

https://helpx.adobe.com/illustrator/using/setting-preferences.html

Apple describes how you can access the user library: User Library in High Sierra - Apple Community

3 replies

Participating Frequently
January 28, 2019

• Illustrator is still crashing

• I still don't know where to find my preferences files in Mojave

• there's no option to delete my recent post with crash report, otherwise I would remove it

Monika Gause
Community Expert
Monika GauseCommunity ExpertCorrect answer
Community Expert
January 28, 2019

This describes the location:

https://helpx.adobe.com/illustrator/using/setting-preferences.html

Apple describes how you can access the user library: User Library in High Sierra - Apple Community

Srishti_Bali
Legend
January 25, 2019

Hi Allen,

We are extremely sorry to hear about this issue. Along with the things shared by Monika, here are few steps which you may try:

  • Resetting preferences manually:
  1. Close all Adobe applications.
  2. Go to locations
  3. ~/Library/Caches
  4. ~/Library/Application Support/Adobe
  5. ~/Library/Preferences
  6. Rename/Delete  Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 23 Settings folders.
  7. Launch Illustrator from the Creative Cloud

Please note: Resetting preferences will remove all the custom settings and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to.

Also, please copy-paste the crash report here​ and share the link.

Regards,

Srishti

Participating Frequently
January 28, 2019

My operating system is Mojave. The file structure doesn't seem to match up to these instructions.

Monika Gause
Community Expert
Community Expert
January 24, 2019

Several possible causes:

- Cleaning apps such as Clean my Mac might delete stuff that CC needs

- migrating an installation instead of installing properly might not only damage CC, but also your user folder

- updating the system and not reinstalling CC might also fail

Note: These are all possible causes and we've seen all of these failing. But there are also some people for whom they work just fine.