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katc60712215
katc60712215
Participating Frequently
December 13, 2019
Question

Illustrator 2020 crashing on Windows 10. Error: Program to stop interacting with Windows

  • December 13, 2019
  • 1 reply
  • 2028 views

Windows 10 Pro (on a domain) - Illustrator version 24.0.1.341 - stopped interacting with Windows and was closed...... 

We did a little investigating and the work station logs revealed a bug.... This has been happening for the last 2 months and was also happening on Adobe CC version 2019. After setting up a new desktop and installing Adobe CC 2020 it is still happening. 

 

The following errors are found in Bryant's workstation event logs. This occurs periodically. 

https://pastebin.com/7hrtykc2

 

Thank you for your help in resolving this issue with Illustrator

KATC

 

{Renamed by MOD}

This topic has been closed for replies.

1 reply

Srishti_Bali
Srishti_Bali
Legend
December 14, 2019

Hi Kat,

 

So sorry to hear about this issue. That's definitely not normal. I would request if you can share  few more details like:

  • Crash logs: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html
    While submitting crash report use the same email address, with which you are signed in on this community. This will help us finding the crash report and help accordingly. 
  • Illustrator Error logs from Event Viewer. Press Windows+R to open the Run dialog, enter eventvwr (or eventvwr.msc) and hit OK. 
  • Is the issue related to a specific document(s)/asset(s)? If yes, could you please share the document(s)/asset(s) with us? You can upload it to the creative cloud and share the download link.
  • Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)?
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.
  • Check if there is any antivirus or if there is any end point security or if there is any restriction imposed by your IT Team. This generally happens when network policies or Operating System is updated, check with your IT team for the same. 

 

Regards,

Srishti

katc60712215
katc60712215Author
Participating Frequently
December 17, 2019

Srishti

 

thank you for your help with this matter... here is the information that you asked for... 

 

I'm using Adobe Acrobat.
You can view "bryant.evtx" at: https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3Af0651feb-2b0c-4477-aefd-fb8db474105a
You can view "bryant.nfo" at: https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3Ac2cd5df3-bdf9-4388-956c-20844fb0e35f

 

 

I have attached the NFO file requested as well as the Event Logs. Bryant will need to write out the following:

"Write down the workflow you followed when Illustrator crashed"

Bryant said that he was Saving a file when illustrator locked up.

Bryant was saving to the Shared Art Storage file. (Shared Folder on the System)

 

 

Here are answers to the questions from Adobe:

Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)?

Network drive and local system SSD

 

Are there any recent changes made to your system?

This is a new workstation and this crash happened on this user's old workstation and this new one.

Srishti_Bali
Srishti_Bali
Legend
January 2, 2020

Thanks for sharing this information. Please try following these steps and share your observations:

  1. Reset Preferences:

-Close all Adobe applications.  

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

-Rename Adobe Illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old and Adobe Illustrator 24 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.  

 

 

  1. 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 are conflicting with the Illustrator.

 

 

  1. 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

 

 

  1. 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. 

 

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