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Acsheff
Acsheff
Participant
Nov 13, 2023 5:46 AM UTC
Answered

Illustrator crashing on startup 28.0

It just started doing this today, but I think I've had 28.0 for slightly longer, so I'm not sure what changed. I have done all of the steps on the "fix typical crash issues" page (reset preferences, reinstall older versions, update graphics drivers, adobe cleaner tool). The app launches, gets through splash initialization, opens main "home" window where you would see recent files or make new file, seems ok for about 2 seconds, then goes to "not responding" and just hangs forever. So it's not technically "crashing", just indefinitely frozen. Other Adobe apps work still. I am on Windows 11. I tried going back as far as illustrator 27.7 and still does same thing. I did not update or install anything between illustrator working and not working, so I'm very confused.

 

Since it doesnt actually come up with the crash log report dialog, I'm not even sure where to get a crash log from, so if someone could point me to where to find any logs I can upload them.

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    Acsheff
    AcsheffCorrect answer
    Participant
    Nov 13, 2023 5:05 PM UTC

    I ran windows update and reinstalled Illustrator 28.0 again (with reset preferences), and that has fixed it. Very odd bug, thanks for the quick suggestions!

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    9 replies

    Blazethe1st
    Blazethe1st
    Known Participant
    May 20, 2024 6:06 AM UTC

    Yes the same thing is happening with the latest version and has been doing it ever since 28. It's not useable at all. From 28 to  28.5 it's useless. One problem after another. Always crashes, hangs, hangs then wont open, or opens then becomes non responsive. The amount of times this goes on is ridiculous. Have revererted back to version 27.9 after staying on 27.5 for over a year due to contant problems with iluustratior doing this. Have applied all Windows updates and done everything possible to fix it but it will not work. The mouse goes invisible, or it wont open or it will hange or it becomes unresponsive or simply crahses when try to save work. Pathetic.

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      claudel9454857
      Participant
      Nov 23, 2024 1:24 PM UTC

      Just purchased Illustrator. Ran OK a couple times now freezes everytime I open it. I have to close it with task manager. Everything else on my system runs fine. Just Illustrator not working. 

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      Anshul_Saini
      Community Manager
      Anshul_SainiCommunity Manager
      Community Manager
      Nov 13, 2023 3:03 PM UTC

      Hi @Acsheff,

       

      I'm sorry to hear about the trouble you're facing with Illustrator freezing on startup. Let's try a couple more steps to troubleshoot. First, run Illustrator as an administrator. If the issue persists, disable GPU performance by going to Illustrator Preferences > Performance > uncheck GPU Performance.

      Additionally, try launching Illustrator with the internet turned off to see if it freezes. If you can, please share the results, and we can proceed with further assistance.

       

      Best regards,
      Anshul

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        Acsheff
        AcsheffAuthorCorrect answer
        Participant
        Nov 13, 2023 5:05 PM UTC

        I ran windows update and reinstalled Illustrator 28.0 again (with reset preferences), and that has fixed it. Very odd bug, thanks for the quick suggestions!

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          Anshul_Saini
          Community Manager
          Anshul_SainiCommunity Manager
          Community Manager
          Nov 13, 2023 5:29 PM UTC

          Hello @Acsheff,

           

          I'm glad to hear that the issue has been resolved after running Windows Update and reinstalling Illustrator 28.0. Sometimes, system updates can address unexpected bugs or conflicts.

           

          If you have any more questions or encounter further issues, please feel free to reach out. Happy designing, and thank you for your patience and cooperation in resolving the problem!

           

          Best,

          Anshul Saini

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            Monika Gause
            Community Expert
            Monika GauseCommunity Expert
            Community Expert
            Nov 13, 2023 11:01 AM UTC

            You can try and contact Customer Care and have them login to your system to fix it: https://helpx.adobe.com/contact.html 

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            Sugarify.agency
            Participant
            Nov 13, 2023 5:51 AM UTC

            Same here. Goes completely blank. Older version works fine. 

            M1 Macbook pro, Sonomo 14. 

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