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Participant
March 5, 2020
Answered

Illustrator crash on startup in education environment: Self Inflicted?

  • March 5, 2020
  • 1 reply
  • 722 views

Out of all the adobe suite programs installed, illustrator 2020 will crash in our labs when run by student users.
Previously similar issues with programs such as dreamweaver have been due to the interaction between the creation of certain files on startup and the folder redirection of roaming profiles. 
In this instance on test accounts I've attempted to alter the permissions and place copies of the preferences of users who are able to boot illustrator successfully into the correct locations in the hope that I could narrow down the source of the crash. 
The logs that come back from the program give the generic visual basic error code related to being unable to start/complete a process. **
I assumed this was because of permissions as users with administrator level permissions or students who ran the program as an administrator did not experience the crash. 
The executable for safemode doesn't seem to start the program and it's not triggering automatically either. The program would start, prompt for the adobe login of the user and then 4-5 seconds later, crash.
After a few hours of troubleshooting, I discovered an... oddity. 
By opening another application, such as photoshop at the same time as illustrator, the grace period before the program would 'crash' and throw up the window prompting you to send away the logs would be extended by a few more seconds. 
If you open a new document during that time, the program would not crash, and function normally. 
This workaround is not suitable for my environment, and I don't understand why it works; but perhaps some people may find it helpful. 
If anyone happens to have any idea on what's going on here, I would appreciate the insight.


**
<crash exception="EXCEPTION_UNKNOWN" exceptionCode="0xe06d7363" instruction="0x00007FF9B5369159"> <backtrace crashedThread="0"> <thread index="0"> <stackStatement index="0" address="0x00007FF9B5369159" symbolname="RaiseException"/> <stackStatement index="1" address="0x00007FF9A4CD486D" symbolname="CxxThrowException"/> <stackStatement index="2" address="0x00007FF7004E1296" symbolname="unknown"/> <stackStatement index="3" address="0x0000000068DFA92D" symbolname="dvacore::config::ThrowError"/>

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Correct answer Viktor_Hollow

Cause and solution found;
Behance.net was marked as a social media site by the smart filters and therefore blocked from being accessed by students. By whitelisting it, the program ceased to crash on startup. 

1 reply

Viktor_HollowAuthorCorrect answer
Participant
March 16, 2020

Cause and solution found;
Behance.net was marked as a social media site by the smart filters and therefore blocked from being accessed by students. By whitelisting it, the program ceased to crash on startup.