Illustrator crashing on Windows machine

Question

I have a user that illustrator crashes consistently. She has used her email address in the picture I have attached but has not received anything back from adobe. Does anyone know if they will actually reach out with possible solutions once these crash reports are uploaded?
 
Thanks

Srishti Bali · Answer

Hi Rob,

So sorry to hear about the trouble you are facing with Illustrator. There could be multiple reasons why a appliation would crash. Let me help you with this. Along with the crash report, I would need a few more details about the issue:

OS and version of Illustrator
Crash report from Event Viewer (Press Windows+R to open the Run dialog, enter eventvwr (or eventvwr.msc) and hit OK. )
Is it crashing on launch/ while using a specfic tool or feature/ on random actions
Is the issue related to a specific document? If yes, could you please share the document with us? You can upload it to the Creative Cloud and share the download link.
Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)?
When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.

Regards,

Srishti

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