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Sheila252663119w4v
Participating Frequently
August 25, 2022
Question

Illustrator keeps crashing

  • August 25, 2022
  • 1 reply
  • 347 views

My Acer Aspire laptop often crashes when I work on multiple AI files. Might need a better HDMI cable. Any suggestions?

This topic has been closed for replies.

1 reply

Mike_Gondek10189183
Community Expert
Mike_Gondek10189183Community Expert
Community Expert
August 25, 2022

HDMI cable are you using an external monitor? If so please provide specs. Are you using the video port on back or something like a Kensington hub to send the signal to the external monitor. Does it crash when using the laptop alone? Did you updates your video drivers?

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Sheila252663119w4vAuthor
Participating Frequently
August 25, 2022
Hi Mike,

I am using an external Acer LCD monitor and plugged into its HDMI port. Yes, I've updated the drivers, reset the AI preferences, run a variety of system scans, done numerous reboots.

I haven't noticed the program crashing when using my laptop alone, but the screen is so small that I find it difficult to do detailed work for more than a few minutes without connecting to the monitor. Typically, the program crashes after about half an hour.

When Illustrator crashes, both my laptop and external monitor show psychedelic patterns. Sometimes the laptop crackles loudly. Then either my laptop automatically reboots or the laptop screen goes black until I manually reboot.

Sheila
Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
August 25, 2022

Hi Sheila,
 

We are sorry to hear about the crashing and display issues you are facing. Would you mind trying the steps suggested in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html)?

If it doesn't help, would you mind sharing a few details like:

  • The exact version/ build no of the operating system?
  • Please submit the crash report by following the steps suggested here (https://helpx.adobe.com/in/indesign/kb/submit-crash-reports.html).
    While submitting the crash report, please use the same email address with which you are signed in on this community. This will help us find the crash report, and we can assist you accordingly.

Also, would you mind confirming the laptop & Acer Monitor model number along with the HDMI version of the cable (HDMI v2/2.1/1.4)?

 

We are here to help. We just need more info.

Looking forward to your response.

 

Thanks & regards,

Anshul Saini

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