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defaultsroi84qnhqun
Participant
September 27, 2021
Answered

Illustrator 25.4.1 crashes while using pencil tool after drawing multiple lines

  • September 27, 2021
  • 2 replies
  • 733 views

Hi, I'm using Windows 10 with 16GB of ram and a Nvidia GeForce RTX 2060 using the latest driver (472.12). I'm also using my iPad as a drawing tablet with the easy canvas app. I'm working at 1440 * 1080 resolution as my iPad is screen-mirroring and this ratio works better than my monitor's usual resolution. 

 

I'm having trouble when I draw lines with the pencil tool. If I draw one or two lines the app runs fine, but if I draw say 6 lines or more the app crashes, as well as my entire computer. I'd appreciate if anyone could help me fix this problem, thanks.

This topic has been closed for replies.
Correct answer Doug A Roberts

Does it also crash if you use Illustrator without the iPad/Easy Canvas?

2 replies

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
September 27, 2021

Hi there,

 

Sorry about the crashing! I know that's really frustrating. I would request you to share a few more details with the ones asked by @Doug A Roberts:

  • Submit the crash report by following the steps suggested here (https://helpx.adobe.com/in/indesign/kb/submit-crash-reports.html).
    While submitting the crash report, please use the same email address with which you are signed in on this community. This will help us find the crash report and help accordingly.
  • Please share your preferences folder from this location (C:\Users\<your_username>\AppData\Roaming\Adobe\Adobe Illustrator 25 Settings\) and upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link.
  • Please share the System information file. Search system information in search bar > Open the app > Click on File menu > Export. Then, upload it to the Creative Cloud and share the download link.
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates, plugins, or web extensions installed recently.
  • Are you using Game Ready Driver Version 472.12 or NVIDIA Studio Driver version 472.12?


Also, try running the app in Safe Mode & Hidden Admin Account and let us know how it goes.

 

We will be looking forward to your response.

 

Thanks & Regards,

Anshul Saini

D
defaultsroi84qnhqunAuthor
Participant
September 27, 2021

Hi Anshul,
I tried @Doug A Roberts suggestion and Illustrator does seem to run fine without using my iPad/easy canvas and just using a mouse with the pencil tool instead.
I tried submitting a crash report but I could not get the Crash Report Dialog box to show up after a crash. I tried the suggestion from this link: https://helpx.adobe.com/in/indesign/kb/submit-crash-reports.html but it still won't show.
Here are the files you requested:

Adobe Illustrator Prefs 

Adobe Illustrator Cloud Prefs 

System Information 

This started happening yesterday. The only recent change I can think of is this windows update KB4023057 . I'm using Game Ready Driver Version 472.12.

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
September 30, 2021

Thank you for sharing the details. Please share the crash report next time by following the steps suggested on the link shared above if it crashes next time. It helps us narrow down the culprit and assist you accordingly. In addition, I would suggest you may try re-installing drivers and the easy canvas. Also, you may see if installing Studio Driver help resolve the issue.

 

Regards,

Anshul Saini

Doug A Roberts
Community Expert
Doug A RobertsCommunity ExpertCorrect answer
Community Expert
September 27, 2021

Does it also crash if you use Illustrator without the iPad/Easy Canvas?

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