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A
Ana Andreia25566566pd9c
Participant
August 8, 2022
Answered

Illustrator Crashing Randomly

  • August 8, 2022
  • 3 replies
  • 800 views

Hello. My Adobe Illustrator is crashing. I try to open any project and an "error" message appears, following its consequently crash. If I try to create a project from blank, it opens and immediatly closes. Can you help me, please?

Attached is the error report.

Thank you so much

This topic has been closed for replies.
Correct answer Anubhav M

Hello @Ana Andreia25566566pd9c,

 

Sorry to hear about this experience. I would request you try resetting Illustrator's preferences by following the steps shared in this article (https://helpx.adobe.com/illustrator/kb/troubleshoot-preference-issues.html) and sharing your observations.
Disclaimer: Please note that resetting preferences will remove all custom settings, and Illustrator will launch with the defaults. You may take a backup of these settings from the location mentioned in the article.

 

Also, try updating the GPU drivers by following the steps shared in this article and checking if it helps: https://helpx.adobe.com/in/x-productkb/multi/update-graphics-driver.html.


Looking forward to hearing from you.

 

Thanks,
Anubhav

3 replies

A
arjunm0102
Participant
January 30, 2023

I too have had frequent crashes after the recent updates to both my Adobe Illustrator version (27.2) and Wacom Intuos PTH-660 driver (6.4.1-3) days ago. My desktop has an Intel Core i5 and 16 GB RAM, and no dedicated GPU.

 

The situation occurs randomly - at times, it crashes after 30 minutes, at times, crashes after 3 minutes. Most of the time, I have one operational layer set to outline mode, when it crashes.

 

I have been on a call with an Adobe executive twice, and on both occasions, the instances of crashing were logged. In one session, previous versions were removed and setting removed. In another session, the GPU preview was disabled, and I even uninstalled and reinstalled Illustrator, and then uninstalled and reinstalled the latest Wacom driver. The crashes persisted.

 

At one stage, Wacom inexplicably stopped responding, so I opened Task Manager and stopped, then restarted, the Wacom Tablet Services driver. For a day, there was no crash, only for serial crashes to return at the time of posting this message. The case is still active.

A
Community Manager
Anubhav MCommunity Manager
Community Manager
January 30, 2023

Hello @arjunm0102,

 

Sorry to hear about this experience. Would you mind manually deleting and reinstalling the Wacom drivers (https://support.wacom.com/hc/en-us/articles/1500006264541-How-do-I-uninstall-manually-and-re-install-the-Wacom-driver-on-macOS-for-a-Pen-Tablet-Pen-Display-or-Pen-Computer-) and checking if it helps?

 

Looking forward to your response.

 

Thanks,

Anubhav

    A
    arjunm0102
    Participant
    January 30, 2023

    Dear Anubhav,

     

    I have already uninstalled and reinstalled both the Wacom driver (currently 6.1.4-3) and the Adobe Illustrator version (27.2), first AI, then Wacom. The crashes still persist.

     

    You may check with the case logs for my interactions with Adobe staff as well as their actions.

    A
    Community Manager
    Anubhav MCommunity ManagerCorrect answer
    Community Manager
    August 12, 2022

    Hello @Ana Andreia25566566pd9c,

     

    Sorry to hear about this experience. I would request you try resetting Illustrator's preferences by following the steps shared in this article (https://helpx.adobe.com/illustrator/kb/troubleshoot-preference-issues.html) and sharing your observations.
    Disclaimer: Please note that resetting preferences will remove all custom settings, and Illustrator will launch with the defaults. You may take a backup of these settings from the location mentioned in the article.

     

    Also, try updating the GPU drivers by following the steps shared in this article and checking if it helps: https://helpx.adobe.com/in/x-productkb/multi/update-graphics-driver.html.


    Looking forward to hearing from you.

     

    Thanks,
    Anubhav

    M
    Community Expert
    Manan JoshiCommunity Expert
    Community Expert
    August 9, 2022

    Probably this would be better answered in the Illustrator forum. Moving it there

    -Manan

    -Manan
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