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k.keating
Participating Frequently
January 3, 2014
Answered

Illustrator CC Crashes on Launch

  • January 3, 2014
  • 26 replies
  • 126722 views

Hello all,

I'm having trouble running Illustrator CC. After downloading it from Creative Cloud, it launches properly (I see the splash screen), and then after about a second or two, it crashes ("Adobe Illustrator CC has stopped working..."). No other Adobe products have this issue - Photoshop, Premiere, After Effects, etc. all run fine, it's only Illustrator. It happens when I run the 32-bit and 64-bit versions. I thought maybe the installation was corrupted so I uninstalled Illustrator, restarted the computer a few times, and then reinstalled, but I'm still running into this. I've also tried signing in and out of Creative Cloud, per other help threads I've found.

I'm running Windows 7 64-bit, 8GB ram, 3.4 GHz Intel i7 processor.

Let me know if I can provide any further information - any help would be greatly appreciated!

    This topic has been closed for replies.
    Correct answer Srishti Bali

    Hi all,

     

    We understand how frustrating crashes can be. We have consolidated the most popular solutions that help in fixing these issues and also, how you can recover unsaved documents after a crash. Please check this help article for more details.

     

    If you still need help, feel free to reach out, we'd be happy to help.

     

    Regards,

    Srishti

    26 replies

    Show previous replies
    M
    mdc101
    Participant
    June 23, 2014

    So does anyone from Adobe care about this? Because I've tried everything and nothing works. I have work to do and right now CC in incredibly unimpressing. Why make something with a glaring fault and not respond to users requests for help?

    GabrielK
    GabrielK
    Participant
    July 7, 2014

    Has anyone had this problem solved? Adobe please, you got to do something. We are paying for this product!

    btw I don't have any Wacom device installed.

    M
    mdc101
    Participant
    June 9, 2014

    I'm having the same problem as everyone else. I've downloaded the trial version of Ai to see if it's worth buying and so far I'm woefully unimpressed. It crashes every time I launch it. How do you actually make it work?

    ozpaul
    ozpaul
    Participating Frequently
    June 20, 2014

    Ilustrator CC and now CC 2014 are also crashing on startup for me. I rang tech support this morning. Was on the phone for almost two hours with a technician who took control of my Mac through Adobe Connect.

    He threw out preferences, had me uninstall Suitcase Fusion (I have a lot of fonts) and tried a bunch of other stuff and then he just disappeared! I was invited to leave the Adobe Connect room (on screen) and this guy just hung up!

    Illustrator launches (splash screen, toolbar) but the moment I move my cursor it crashes. I've uninstalled it twice, reinstalled it, thrown out preferences but still I can't work with Illustrator. This is becoming a real issue. Like everyone else here, I have work to do, and can't! What's going on Adobe?

    An update.

    I've just relaunched Illustrator while holding down the shift+option+command keys one more time and I know have an open, functioning Illustrator (for the moment, at least). I had tried these keys on several earlier attempts without sucess.

      phoenixweiss
      phoenixweiss
      Participant
      June 21, 2014

      This helped me: Illustrator CC crashes at launch

        PrePress11
        PrePress11
        Participant
        February 27, 2014

        I'm having the same problem on Mac OS, so it's obviously Adobe's bad programming at work here: http://forums.adobe.com/message/6152826

        L
        littlelili
        Known Participant
        April 25, 2014

        Has this issue been resolved I am having the same problem. It started for me yesterday. I ran a dump file as suggested and posted it to dropbox. https://dl.dropboxusercontent.com/u/49564157/Illustrator%20%282%29.DMP

        I went throught some of these steps last evening and nothing helped. I uninstalled illustrator and reinstalled, made sure I updated it 17.1.0. I disabled the video card, nothing changed. This morning I made sure my windows system was updated and re-created the .DMP file when I attempted top open Illustrator again and got the same message. "Adobe illustrator has stopped working. A problem caused the program to stop working correctly."

        The one thing I know that is different since yesterday is I hooked up my logitech wireless keyboard and mouse (MX5500). I am running a windows 7 system (SP1).

        This is making me crazy because I depend on illustrator so if anyone has resolved this I'd loved the directions to correct this. I recently had to do a factory reset on my  windows install so this is a realtivly new CC install to begin with. I am only having this issue with illustrator.

        One other message I get when starting up is my system is "Another instance of distiller is staring up. This instance cannot continue." That is the only other clue I have to the problem.

        Thanks

        Rose

        L
        littlelili
        Known Participant
        April 25, 2014

        Just to update this last post I have removed the entire CC Suite run the adobe cleaner and reinstalled and I still cannot get illustrator to actually open a file. I get no messages when I open holding the shift key but as soon as I try to open a file, create a new file the program crahses. I was able to start my sytem in safe mode and open a file in illustrator that way but I can't just work in safe mode all the time. I'm desparate here as I have several projects that require me to use illustrator. I have to assume some app I have installed is a problem since it seems to work in safemode. I removed the logitech setpoint software and connected with the built in bluetooth and I removed the dropbox app, nothing helps, so weird how it was working just fine and then it wasn't.

        T
        thomasdekat
        Participant
        January 13, 2014

        Hello,

        I am having the same issue as Kevin.  I've had a ticket open since Thursday and nobody seems to be able to help.  Illustrator crashes just like the video he posted.  This has happened ever since the last update.  I even restore my laptop to factory, and reinstalled and it did not help.

        Thanks for any ideas.

        Raghuveer_Singh
        Community Manager
        Raghuveer_SinghCommunity Manager
        Community Manager
        January 9, 2014

        Hi Kevin,

        Will it be possible for you to send me the crash dump file.

        The steps to get the crash dump file are:

        1. Open the “Task Manager” when the Adobe Illustrator CC crash window is displayed.
        2. In the Task Manager window right-click on the name/string “Adobe Illustrator CC” and select the option “Create Dump File” in the context menu
        3. It will display that this command will create a file “Illustrato.dmp” in your “Temp” folder. Click on OK to create this. Wait for the action to get this completed.
        4. Once the above file gets completed you can have this file by typing “%temp%” in your “Run” window (press “window button + r” on the keyboard). On clicking the enter key the TEMP folder can be opened.
        5. Look there for the file name “Illustrator.dmp” and share it with me rbhunwal@adobe.com using dropbox.

        Thanks & Regards,

        Raghuveer Singh

        Adobe Illustrator Team

        N
        natcato
        Participating Frequently
        January 9, 2014

        Hi Raghuveer

        I am having the same problem with illustrator - for apparently no reason.

        I have downloaded the dump file per your  instructions

        Nat

        Raghuveer_Singh
        Community Manager
        Raghuveer_SinghCommunity Manager
        Community Manager
        January 9, 2014

        Hi natcto,

        Can you share the dump file with me, using dropbox.

        Regards,

        Raghuveer

        Monika Gause
        Community Expert
        Monika GauseCommunity Expert
        Community Expert
        January 4, 2014

        What does it do when it crashes?

        It shows that information in the splash screen.

        Do you have any third party plugins?

        Are Verdana and Tahoma installed?

        K
        k.keatingAuthor
        Participating Frequently
        January 4, 2014

        The program loads completely - I see the splash screen load the entire way through (the last stage is "Updating font menu"). The program loads in its entirety, but instead of seeing the new document screen (the menu where I can select a new document or open an existing one), I only see the main window (the dark grey background) for a second or so, and then the program crashes (with the "Illustrator has encountered a problem" message). I've attached a screenshot of the error (you will see there's no start dialogue or welcome screen, just the program background).

        I don't have any third party plugins for Illustrator, and all standard fonts are installed, including Verdana and Tahoma.

        Monika Gause
        Community Expert
        Monika GauseCommunity Expert
        Community Expert
        January 4, 2014

        Are your fonts OK?

        Have you fixed the font cache recently?

        See instructions here: http://helpx.adobe.com/photoshop/kb/troubleshoot-fonts-photoshop-cs5.html

        Do you use a font management tool?

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