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Markus Frieauff
Markus Frieauff
Participant
November 14, 2023
Question

Illustrator crashes constantly, regardless of version - Mac OS Ventura

  • November 14, 2023
  • 2 replies
  • 532 views

My AI crashes constantly. I have gone through all versions from 27.1 to the latest and it does not make a difference. I have manually deleted all Adobe apps and files (caches, preferences, ApplicationSupport files, literally EVERYTHING Adobe), used the CC uninstaller, re-installed fresh AI (and nothing else, to avoid conflicts), no change. Still the same crash. 
However, on my other user account (same machine) AI runs fine. 

I would like to avoid moving all my files, preferences, settings etc. from the current user to the other one, because that would be a hell lot of work. I just don't know how to perform a cleaner install than the one I tried.

Does anybody have a solution?

    This topic has been closed for replies.

    2 replies

    Lukas Engqvist
    Community Expert
    Lukas EngqvistCommunity Expert
    Community Expert
    November 14, 2023

    Sounds like an OS issue with premissions to files or folders since it is one account that works and another doesn't.

    Markus Frieauff
    Markus FrieauffAuthor
    Participant
    November 15, 2023

    That seems to make sense. I have already run both first aid as well as clean my mac's "repair permissions", but without success. Any other suggestions on how to correct that permissions issue?

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    December 15, 2023

    Hello @Markus Frieauff,

    Sorry to hear about this experience. Would you mind trying to manually reset Illustrator's preferences and checking if it helps:

     

    For macOS

    • Close all Adobe applications.

    • Go to the following locations

    • ~/Library/Caches

    • ~/Library/Application Support/Adobe

    • ~/Library/Preferences

    • Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 28 Settings.old

    • Launch Illustrator from the Creative Cloud.

     

    Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

     

    For Windows

    - Close all Adobe applications.

    - Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe

    - Rename Adobe Illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old and Adobe Illustrator - 28 Settings.old

    - Relaunch Illustrator from Creative Cloud

     

    Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders in case you want to. The location is mentioned above.

     

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    November 14, 2023

    So you have a second user account on that computer and in that one Illustrator runs fine?

     

    Are the same fonts installed in that other account?

    The same printer?

    Markus Frieauff
    Markus FrieauffAuthor
    Participant
    November 14, 2023

    Yes, the second user works fine.

    Same printer. 

    I don't know how to check the fonts - how do I do that?

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    November 14, 2023

    Fontbook can do that. 

    You can also just uninstall the ones from your user folder and see what happens.

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