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M
mezje
Participant
April 4, 2020
Answered

Illustrator 24.1 and 24.1.1 crash on start

  • April 4, 2020
  • 4 replies
  • 1401 views

I have removed all Adobe products via the CC Cleaner Tool. Rebooting between each wipe.

Tried 24.1 and 24.1.1 both have the same issue, the splash page loads and then the program crashes. 

 

EDIT: Rolling back to latest 23 release has fixed it...


Any help is appreciated, thanks. 

    This topic has been closed for replies.
    Correct answer Ashutosh_Mishra

    Hi All,

     

    We're extremely sorry to hear about this issue. Would you mind sharing version of OS and Illustrator?
    I would request if you could try following these steps and share your observations:

    • Open the crash report given by Illustrator.
    • If you see anything like 
      Faulty module path: Module/Library : OffsetPDFSuite.aip
      Crashed Thread:   36 com.adobe.ccx.start - UXP JavaScript Thread

       

    • For windows - Program files /common files /Adobe /UXP /extensions - rename this folder to extensions_old

      For Mac -  /library > application support > Adobe > UXP > extensions - rename this folder to extensions_old

    • Launch Illustrator and see if it is working as usual.

     

    Looking forward to your response.

     

    Regards,

    Ashutosh

    4 replies

    V
    Velogirl
    Known Participant
    September 25, 2020

    09/25/20 I am having the same issue. I did a search for the above listed crash report statements and did not find them (I copied and pasted the report into MS Word and did it that way). So, now what? It was working fine until the latest update. Thanks.

    Ashutosh_Mishra
    Ashutosh_MishraCorrect answer
    Inspiring
    April 14, 2020

    Hi All,

     

    We're extremely sorry to hear about this issue. Would you mind sharing version of OS and Illustrator?
    I would request if you could try following these steps and share your observations:

    • Open the crash report given by Illustrator.
    • If you see anything like 
      Faulty module path: Module/Library : OffsetPDFSuite.aip
      Crashed Thread:   36 com.adobe.ccx.start - UXP JavaScript Thread

       

    • For windows - Program files /common files /Adobe /UXP /extensions - rename this folder to extensions_old

      For Mac -  /library > application support > Adobe > UXP > extensions - rename this folder to extensions_old

    • Launch Illustrator and see if it is working as usual.

     

    Looking forward to your response.

     

    Regards,

    Ashutosh

    S
    StudioH_Bar
    Participant
    July 28, 2020

    Having this same issue, I have renamed the extension folder but no luck.

     

    Computer: iMac (retina 5k, 27-inch, late 2015)

    OS: Catalina 10.15.6

    Ai: Version 24.2.1

    eliad88883357
    eliad88883357
    Participant
    April 9, 2020

    Same identical issue.

    Ashutosh_Mishra
    Ashutosh_Mishra
    Inspiring
    April 8, 2020

    Hi there,

     

    Sorry to hear about your experience. Would you mind sharing version of OS? Also, if you can share the crash report with us using Pastebin or steps provided on help article https://helpx.adobe.com/illustrator/kb/crash-next-steps.html , we'd appreciate that. It'll help us determine exactly what went wrong.

    Looking forward to your response.

     

    Regards,

    Ashutosh

    C
    CarmelM
    Participant
    April 20, 2020

    I have the exact same issue.  I'm on Catalina 10.15.4.  I can't open the program.  It just crashes and says Exc_bad_access (sigsegv).  I have a deadline!

     

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