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Bram26482974c26w
Participant
February 23, 2024
Answered

Illustrator crashing randomly

  • February 23, 2024
  • 1 reply
  • 832 views

Hi 

 

Since a couple of weeks I have a laptop with illustrator randomly crashing. 

What i've done so far: complete re-install of the machine, and updated all drivers and bios. 

The computer is a Dell Precision 3571 running windows 10.0.19045 and NVIDIA control panel version 537.11

Enclosed is the appcrashview log. 

Does anyone know what steps I can take next? 

 

Thank you in advance

 

This topic has been closed for replies.
Correct answer Bram26482974c26w

Hello @Bram26482974c26w,

 

Thank you for confirming. Since you have Trend Micro antivirus installed, it's crucial to ensure that it's updated to version 17.0 or later. Sometimes, older versions of antivirus software can conflict with certain applications.

 

If updating Trend Micro doesn't resolve the issue, you can try adding Illustrator to the Exception Lists in the Trend Micro settings. This step can help prevent the antivirus software from interfering with Illustrator's normal operation.

 

Please give these steps a try and let us know if the issue persists. If you encounter any further difficulties or have additional questions, feel free to reach out. We're here to assist you.

 

Best regards,

Anshul Saini


Hi Anshul 

 

For some reason, Illustrator started working again, we still added illustrator to the exception list just to be sure.

Thank you for the valuable insights!

 

Best regards 

1 reply

A
Community Manager
Anubhav MCommunity Manager
Community Manager
February 23, 2024

Hello @Bram26482974c26w,

We understand how frustrating it can be to encounter crashes, especially in the middle on work. While I check this with the team, would you mind trying the suggestions shared in this help article (https://adobe.ly/4bMiWvi) and letting us know if it helps?

Looking forward to hearing from you.

Thanks,
Anubhav

B
Bram26482974c26wAuthor
Participant
February 23, 2024

Hi Anubhav

 

Thank you for the quick response. Above steps already have been executed. Windows and Adobe Creative Cloud have been re-installed from scratch, drivers are up to date and System Compatibility Report shows no issues. 

 

Best regards

B
Bram26482974c26wAuthor
Participant
February 23, 2024

Furthermore, whenever I get the option to open "diagnostics mode" the program runs smoothly. However, this option is only rarely presented to me. Is there any way to see what specifical module diagnostics mode disables? 

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