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christopherc88806812
christopherc88806812
Participating Frequently
March 9, 2023
Answered

Illustrator Crashes Repeatedly

  • March 9, 2023
  • 2 replies
  • 2101 views

Hello, I hope forums can fix this issue please!
I've contacted Adobe support twice about this and spent hours trying to figure out & fix the issue with little results.


Illustrator crashes multiple times a day for me, in any file I'm using.  Usually it happens while I'm manipulating or deleting points/lines & rotating objects, but can happen for any reason.  Every time it crashes, it gives me a link saying it "Found a Solution to this Issue..." and it's all about Wacom Tablet Issue Fixes...none of which work.
One good thing is that after doing all the fixes listed below, it at least crashes less, but it's still crashing multiple times a day every day.

 

So far I've:

  • Updated all Drivers (GPU, Wacom, etc...)
  • Reset Preferences
  • Uninstalled & Re-Installed Illustrator & Updated
  • Uninstalled & Re-Installed Wacom & Updated
  • Removed all Illustrator Plug-ins & Scripts
  • Updated Windows 11
  • Tried Illustrator Beta
  • Tried running only Illustrator & eliminating as many other processes/apps as possible


PC Specs:

  • Illustrator 2023 (ver 27.3.1)
  • Windows 11 Pro x64 (ver 10.0.22621)
  • Intel Core i9-11900K 3.5GHz 8 Core 11th Gen
  • NVIDIA Quadro P2200 (ver 528.49)
  • Wacom PTH-860 Intuos Pro L (ver 6.4.1-3)
  • Gigabyte Tech Z590 UD AC BaseBoard
  • 32GB DDR3 Ram
  • Evoluent Vertical Mouse 4 (ver 5.7.0.0)
    This topic has been closed for replies.
    Correct answer Anshul_Saini

    Hi @christopherc88806812 @昱臻陳77657001,

     

    We're sorry to hear that you're experiencing crashes with Illustrator. It sounds like you've tried a lot of troubleshooting steps already, but your Illustrator continues to crash. It's frustrating, but I'm here to help.

     

    Several users have reported crashes while using Wacom tablets. If you're using a Wacom tablet, we recommend trying to install an older version of the Wacom driver (6.3.46-2) to see if it resolves the issue, as it has helped many users.

     

    If that doesn't work, please follow the steps in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and let us know if that helps.

     

    Also, please submit the crash report using the steps in this article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html) and use the same email account as your community account while submitting the crash report for quick tracking of it.

     

    We appreciate your time and efforts in resolving this issue.

     

    Best,

    Anshul Saini

     

    Note: Marking correct for visibility.

    2 replies

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity ManagerCorrect answer
    Community Manager
    March 11, 2023

    Hi @christopherc88806812 @昱臻陳77657001,

     

    We're sorry to hear that you're experiencing crashes with Illustrator. It sounds like you've tried a lot of troubleshooting steps already, but your Illustrator continues to crash. It's frustrating, but I'm here to help.

     

    Several users have reported crashes while using Wacom tablets. If you're using a Wacom tablet, we recommend trying to install an older version of the Wacom driver (6.3.46-2) to see if it resolves the issue, as it has helped many users.

     

    If that doesn't work, please follow the steps in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and let us know if that helps.

     

    Also, please submit the crash report using the steps in this article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html) and use the same email account as your community account while submitting the crash report for quick tracking of it.

     

    We appreciate your time and efforts in resolving this issue.

     

    Best,

    Anshul Saini

     

    Note: Marking correct for visibility.

      nicoleWolfArt
      nicoleWolfArt
      Participating Frequently
      March 13, 2023

      I had crash issues in January and rolling back the driver worked. This weekend, my crash report told me the Wacom tablet was the reason for the most recent crash. The link supplied by the crash report directed me to a troubleshooting page Adobe last updated on MARCH 2, 2023. It said to update to the NEWEST Wacom driver to fix the issue, so I did. I'm now back to crashing every two minutes and rolling back (again) DID NOT WORK. (I immediately did this when it crashed about 5 minutes after installing the latest update.) Pls advise. This is very frustrating for a working illustrator. Using Windows 11 / Illustrator 27.3.1

      christopherc88806812
      christopherc88806812Author
      Participating Frequently
      March 14, 2023

      After rolling back to the previous version of Illustrator, it seems to have solved the issue for now.  No crashing since, but I hope Adobe and/or Wacom will address this issue in the next versions so we can keep up-to-date.  Thanks for the advice 昱臻陳77657001

      昱臻陳77657001
      昱臻陳77657001
      Participant
      March 10, 2023

      Me too. I don't know if it's a problem with the new version. After I downgraded to the previous version 27.2, it became normal again.

        christopherc88806812
        christopherc88806812Author
        Participating Frequently
        March 10, 2023

        I rolled it back to the previous version, not sure if it fixed it yet.

        One thing however, you should warn people (because Adobe CC doesn't) that when you roll back to a previous version, you lose ALL your Shortcuts, Preferences, Workspaces, etc... and need to back up all of the files manually....and you can't get them back if you didn't back them up, even if you revert back to the original version...so I now have to redo all of my personalized settings, which I have very many.

        If this fixes the problem it's worth it at least... I'll post again if it does, but to anyone wishing to try this:
        BACK UP ALL YOUR SHORTCUTS, WORKSPACES, PREFERENCES, SCRIPTS, AND PLUGIN FILES IF REVERTING TO AN OLDER VERSION!

          Monika Gause
          Community Expert
          Monika GauseCommunity Expert
          Community Expert
          March 10, 2023

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