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Participant
March 16, 2017
Question

Illustrator Hangs on Save

  • March 16, 2017
  • 2 replies
  • 3128 views

I was wondering if anyone could help me with this. I have been using Illustrator and Photoshop CC frequently recently for some school work. Every now and again I would have had problems with them running slowly or stopping responding, but never at any specific time and not consistently. I think part of the issue was that I was running it on my SSD which doesn't have much space, and forgot to set my HDD as a secondary scratch disk.

Over the past week or so Illustrator has been hanging almost every time I try and save a file. Sometimes it starts responding again after a while but it usually hangs for long enough that I need to force it to close in task manager. Most of the time this results in lost data and I have to work back from a recovery file (which I cannot save after I've worked on it). Sometimes it manages to save or creates a temp file before it hangs. This happens regardless of whether it is saving to my HDD (locally) or to Creative Cloud. !

I have tried a few things to fix this so far. As previously mentioned, I set my HDD as a secondary scratch disk to resolve any possible storage issues. I also set my default printer to Print to PDF (I don't always work in my house connected to a printer and I know that that can sometimes cause issues with saving so I thought this might resolve it). I also freshly installed CC.

Here is a copy of the error from Reliability History in Control Panel:

Source
Adobe Illustrator CC 2017

Summary
Stopped responding and was closed

Date
‎16/‎03/‎2017 09:38

Status
Not reported

Description
A problem caused this program to stop interacting with Windows.
Faulting Application Path: C:\Program Files\Adobe\Adobe Illustrator CC 2017\Support Files\Contents\Windows\Illustrator.exe

Problem signature
Problem Event Name: AppHangB1
Application Name: Illustrator.exe
Application Version: 21.0.2.242
Application Timestamp: 5877e8f5
Hang Signature: 824f
Hang Type: 134217728
OS Version: 10.0.14393.2.0.0.768.101
Locale ID: 2057
Additional Hang Signature 1: 824fb2fe2ba87d1b478728253a9a3f35
Additional Hang Signature 2: bf31
Additional Hang Signature 3: bf31c5f9a1150956336d9da3de88b092
Additional Hang Signature 4: 824f
Additional Hang Signature 5: 824fb2fe2ba87d1b478728253a9a3f35
Additional Hang Signature 6: bf31
Additional Hang Signature 7: bf31c5f9a1150956336d9da3de88b092

If it helps at all, I'm running this on my Acer Aspire V Nitro with an i5 Processor, 16GB RAM and 64-bit Windows 10. It also has a NVIDIA GeForce GTX 960M Graphics card, but I have noticed earlier that Illustrator doesn't seem to recognise it although Photoshop does.

Any help you could offer would be greatly appreciated.

This topic has been closed for replies.

2 replies

Mike_Gondek10189183
Community Expert
Community Expert
March 21, 2017

During save your software licensing is checked, that file can sometimes get bloated or corrupted. I am not on windows anymore, but the location might be here or similar. Make sure you exit the creative cloud app, as the .dat rebuild will pull for what is cached and you don't want that.

Reset OOBE On Windows

Exit Creative Cloud app & Illustrator

remove the opm.db file located here: C:\Users\<user>\AppData\Local\Adobe\OOBE

Om Nath Jha
Legend
March 21, 2017

Hi Anna,

Sorry to hear that you are facing issues with file save in Illustrator. If I get it correctly, the app slows down or hang when you try to save a file? You did mention about few troubleshooting steps which you tried. Are you directly saving the files on your external HDD? If yes, please save locally first and then move it to external drive. Also check while doing so, do you see an improvement in the save time.

Regards,

Om