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bradc93921565
bradc93921565
Inspiring
Sep 30, 2019 4:21 PM UTC
Answered

Illustrator CC 2019 keeps crashing when opening files

When I open eps or ai files Illustrator's home screen will show up, then crash. The crash report window shows up. I've tried to open small files or large files. Same thing happens. My coworker is having the same issue. Our IT dept. tried to uninstall Creative Cloud and then reinstall it. But now Creative Cloud won't install correctly. So, I don't want to go that route. Any help would be appreciated! Thanks!

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bradc93921565
bradc93921565Correct answer
Inspiring
Sep 30, 2019 7:22 PM UTC
I haven't tried 2018. Our IT dept found out that it was a problem with my print driver that was crashing Illustrator. We updated the print driver and I can open up files in Illustrator now. Thank you for everyone's help!
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10 replies

DrStrik9
DrStrik9
Inspiring
Sep 30, 2019 7:19 PM UTC

Thanks for the report. I don't use AI 2019 anymore (going back to 2018) because of general 2019 instability -- not just opening files, but saving, moving around as per normal, etc. -- I'm on MacOS, 10.13.6, on a 2013 MacPro. Any instability renders an important app such as AI too difficult to use, IMO. But thankfully, so far, everything works fine in 2018. Have you tried to use AI 2018 on your Windows machine?

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bradc93921565
bradc93921565AuthorCorrect answer
Inspiring
Sep 30, 2019 7:22 PM UTC
I haven't tried 2018. Our IT dept found out that it was a problem with my print driver that was crashing Illustrator. We updated the print driver and I can open up files in Illustrator now. Thank you for everyone's help!
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Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
Sep 30, 2019 5:45 PM UTC

Is y printer connected, set up as default printer and turned on? If not: try that.

Is the file on the local disk? If not: put it there.

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bradc93921565
bradc93921565Author
Inspiring
Sep 30, 2019 5:59 PM UTC
Yep, printer is connected, default and turned on. Tried opening a file from local disk and it still crashed. Thanks for your help with this!
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Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
Sep 30, 2019 6:27 PM UTC
Does this also happen when Illustrator is running and you open a file via File > Open?
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federico platon
Legend
Sep 30, 2019 5:04 PM UTC

Which version of Windows 10, and of Illustrator (see About Illustrator command in Help menu, and About in General Settings panel of Win10).

Please do not uninstall Creative Cloud, just need to uninstall Illustrator from the Creative Cloud desktop panel, or from Windows Control panel. Though usually it is not needed and does not help at all, just the Preferences get corrupted, not the application.

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bradc93921565
bradc93921565Author
Inspiring
Sep 30, 2019 5:31 PM UTC
Thanks for your quick response! I am on Windows Version 1903 and Illustrator 23.0.6
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bradc93921565
bradc93921565Author
Inspiring
Sep 30, 2019 4:24 PM UTC

I forgot to say that I am on Windows 10.

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