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Glitter Grace
Participant
January 2, 2020
Answered

Illustrator CC 2020 crashes and can't even start the program

  • January 2, 2020
  • 1 reply
  • 6099 views

Hello to all.

I have a problem with my illustrator program. This is my first time downloading AI and when I try to start the program it just doesn't work.

At first an error message talking about some crash report came out.

The next time, AI said it will diagnose crashing files but it failed to find them. And after about 4 trys AI didn't even give me the error message;  the Adobe logo pops and disappears and nothing happens.

 

I tried looking for some solutions in the Adobe Support but nothing changed.

Here are the lists I tried:

-reinstall illustrator program

-erased doubtful fonts and restarted

-looked into log files(PDApp.log, Oobelib.log, DLM.log): there were some ERROR logs but no FATAL logs.

 

I'll try to give you more information about this problem if you ask for it. I'm not good at computer programs so it might take time though.

 

P.S. some other adobe programs(photoshop, after effect, premiere pro) works just fine.

This topic has been closed for replies.
Correct answer Glitter Grace

 

Hello, Rishabh,

I am waiting for your reply for about three days.

Please help me out about the program.

 

**fixed reply

 

I solved the problem by reinstalling through the internet site, not using the creative cloud desktop. I used the CC cleaner and cleaned my CC desktop and reinstalled AI. And it worked.

I'm happy I solved the problem because this bugged me for about a week but I'm still curious why the one I installed through CC desktop app didn't work properly.

For those who are trying to download the app through the internet Adobe site, I'll post the link just in case.

https://helpx.adobe.com/download-install/using/download-creative-cloud-apps.html

Although you might already know this site 🙂

 

Anyway, thanks for trying to help me out. I'll come and ask again if AI bugs me again.

 

Regards, Grace.

1 reply

Rishabh_Tiwari
Rishabh_Tiwari
Legend
January 2, 2020

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. The exact version of the Operating System and Illustrator.
  2. Do you have a default printer set? If not, please set Adobe PDF as a default printer.
  3. Please submit the crash report by following the steps shared here: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html 

 

Regards

Rishabh

G
Glitter GraceAuthorCorrect answer
Participant
January 5, 2020

 

Hello, Rishabh,

I am waiting for your reply for about three days.

Please help me out about the program.

 

**fixed reply

 

I solved the problem by reinstalling through the internet site, not using the creative cloud desktop. I used the CC cleaner and cleaned my CC desktop and reinstalled AI. And it worked.

I'm happy I solved the problem because this bugged me for about a week but I'm still curious why the one I installed through CC desktop app didn't work properly.

For those who are trying to download the app through the internet Adobe site, I'll post the link just in case.

https://helpx.adobe.com/download-install/using/download-creative-cloud-apps.html

Although you might already know this site 🙂

 

Anyway, thanks for trying to help me out. I'll come and ask again if AI bugs me again.

 

Regards, Grace.

    Rishabh_Tiwari
    Rishabh_Tiwari
    Legend
    January 6, 2020

    Glad to hear it has been resolved, Grace! And sorry for the delay in response. Feel free to reach out if you run into any other questions or issues in the future. Thanks!   

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