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T
Tuuluuwag
Inspiring
June 22, 2023
Question

Illustrator Crashing when clicking on document

  • June 22, 2023
  • 2 replies
  • 335 views

In the last week - since the recent update - if I have Illustrator open already and I open windows explorer and double click any AI file to open the document in Illustrator.. The program shuts down without notification. I then have to either double click the file a second time and have it re-open Illustrator or just open Illustrator and navigate to the file through Illustrators File>Open command. 

 

Any thoughts/ideas?

Thanks

This topic has been closed for replies.

2 replies

Anubhav M
Community Manager
Anubhav MCommunity Manager
Community Manager
June 26, 2023

Hello @Tuuluuwag,

 

We understand how frustrating it can be to experience crashes. I hope the suggestions shared by Monika helped resolve the problem. If not, kindly try the following steps:

If you have Antivirus software enabled, kindly try adding the Adobe applications to the exclusion list or disabling the Antivirus software temporarily to check if it helps.

 

If not, please follow the steps in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and let us know your observations. Also, try to run Illustrator under a different administrator account (Windows / macOS) and check if it helps.


If the problem persists, kindly share 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 for quick tracking. We appreciate your time and efforts in resolving this issue.

 

Looking forward to your response.

 

Thanks,
Anubhav

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
June 22, 2023

WHen was the last time you rebooted the computer?

Did you reset the preferences when updating?

Has there also been a Windows update?

T
TuuluuwagAuthor
Inspiring
June 22, 2023

Hi Monika - I typically restart once a week, sometimes twice if I have been rending larger files with my 3D program. 

When it comes to preferences, I never reset them, that being said, when it updated Illustrator in the last week, I don't think it was a full update and therefore there was no preference warning during the update. The Windows update could be a thing. I tied it to Illustrator initially as the timing fit so well. Will investigate that side of it. Thanks!

 

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
June 22, 2023

Illustrator unfortunately typically needs its preferences reset after updating.

 

You can try if it helps by closing Illustrator and then renaming the preferences folder.

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