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J
jib ddd
Participant
October 8, 2019
Question

Illustrator 2019 keeps crashing on Windows 10

  • October 8, 2019
  • 3 replies
  • 1187 views

Hi there, me and my colleagues have the same problem with Illustrator, it keeps crashing. We use different computer, everyone with Windows 10. The problem starts occurring since Friday 4th and it occurs even when offline. Please help

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3 replies

Rishabh_Tiwari
Community Manager
Rishabh_TiwariCommunity Manager
Community Manager
October 8, 2019

Please locate the error in Event Viewer by navigating to Windows Logs > Application and then look for error related to Illutrator. Screenshot shared below is just for reference. Error shown in screenshot is related to some licensing issue, we need to look for error which is related to Illustrator.

Please share crash logs by following these steps: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html

 

Also, please try deactivating the GPU Performance from the preferences (Edit > Preferences) panel and see if it works.

 

 

Regards

Rishabh

    J
    jib dddAuthor
    Participant
    October 9, 2019
    Hi Rishabh, from Windows' Event View Log there is no error regarding Illustrator. We tried deactivate GPU performance but it doesn't help.
    Rishabh_Tiwari
    Community Manager
    Rishabh_TiwariCommunity Manager
    Community Manager
    October 14, 2019

    Sorry for the delay in response and thanks for additional information, I would request if you can try the following steps and share your observation:

     

    1. Reset Preferences:

    -Close all Adobe applications.

    -Go to Location C:\Users\user\AppData\Roaming\Adobe

    -Rename Adobe Illustrator and Adobe Illustrator 23 Settings folders to Adobe Illustrator.old and Adobe Illustrator 23 Settings.old

    -Launch Illustrator from the Creative Cloud. Disclaimer:

    Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.

     

    2. If that doesn't help, try booting the system into Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which is conflicting with the Illustrator.

     

    3. If that doesn't help either, login to Hidden Admin account (https://www.youtube.com/watch?v=EfbMs3w-Z3s&t=53s). Check how the application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html

     

    4. If nothing helps, then we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/support.html) and select the chat button in the lower-right corner of the page. We can help on a live session that way.

     

    Regards

    Rishabh

    P
    PopShadow
    Participating Frequently
    October 8, 2019

    Same here 2018 and 2019 crashes upon saving a file. 

    just when i thought it couldn't get anyh worse...

    Rishabh_Tiwari
    Community Manager
    Rishabh_TiwariCommunity Manager
    Community Manager
    October 8, 2019

    Hi there,

     

    Sorry to hear about the trouble you are facing with Illustrator. I would request if you can share a few more details like:

     

    1. Exact version of windows and Illustrator.
    2. Does it crashes at the launch or while saving a file or opening a file ?
    3. Where the files are saved(Network Drive/ System HDD/ Google Drive/ Dropbox/ Shared Folder on System /External HDD)?
    4. Do you have default printer set ? If not please set the defualt printer as "Adobe PDF".
    5. Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently. 
    6. Event Viewer Logs related to Illustrator:

    Looking forward for your response.

     

    Regards

    Rishabh

    J
    jib dddAuthor
    Participant
    October 8, 2019

    Thank you for quick response. Here are some details :

    PC 1

    1. OS Microsoft Windows 10 Pro
    Version 10.0.17763Illustrator latest version installed through Adobe (CC 23.1, Septemper 2019)

    2. It crashes when starting application, when creating a new document, when opening an existing document
    3. I tried with files from Google drive File Stream or from Desktop.
    I tried restarting computer but seemen not significant. In my case I was always online.

    4. I have a default printer

    5. No

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