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nicoleWolfArt
nicoleWolfArt
Participating Frequently
February 1, 2023
Question

Illustrator keeps crashing on Windows 11 with NVIDIA RTX A5500

  • February 1, 2023
  • 2 replies
  • 547 views

Since the newest update, my illustrator has constantly crashed.

 

I'm running Windows 11 with NVIDIA RTX A5500. The driver is current. (Updated to the newest released on 1/19/23.) The computer is new (purchased this fall) with no issues with memory nor the previous version of illustrator. I have 1.4TB free and 64GB of RAM. This happens when illustrator the only program open.

 

I have logged out of CC desktop. Unistalled/Reinstalled illustrator. I then used the creative cloud cleaner. I do not have any plugins installed.

 

Sometimes on startup, it can't find some of the Myriad fonts which have been in my font library by default as long as I've had creative cloud.

 

I did use the logcollector tool before I used the cleaner. The reference file is: AdobeLogs_20230201_093530_619-win-GS.zxp

 

It is very frustrating. I'm am a working illustrator and have deadlines. The program will work for different lengths before crashing. Sometimes I can work for 5-10 minutes before a crash and sometimes I open up a file, move a point, and it crashes.

 

Please advise.

This topic has been closed for replies.

2 replies

Anubhav M
Community Manager
Anubhav MCommunity Manager
Community Manager
February 2, 2023

Hello @nicoleWolfArt,

 

Sorry to hear about the crash. Would you mind trying the suggestions shared in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and checking if it helps?

Also, kindly share the crash report by following the steps shared in this help article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html). While submitting the report, kindly use the same email account used here in the community so we can locate it quickly.

 

Looking forward to your response.

 

Thanks,

Anubhav

nicoleWolfArt
nicoleWolfArtAuthor
Participating Frequently
February 2, 2023

Thank you for your reply. I tried all things on the first list before I posted in this forum. The log collector tool output was submitted. As for the second link: I have never gotten a popup with crashing of this version of illustrator. It just disappears. When I go to open illustrator back up, it will say a file has been recovered but there has not been any option to report a crash. I would have done so if there had been the option.

 

I opened a support ticket last night that was not resolved. Turning off Norton 360 / Restarting did not fix the issue. Case #ADB-27925568-G8S2 CRM:07300000002397

 

Please Advise. Thank you.

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
February 1, 2023

Is that perhaps a Gaming driver for your graphic card? A couple of users have reported issues with that.

nicoleWolfArt
nicoleWolfArtAuthor
Participating Frequently
February 2, 2023

It doesn't say anywhere in the documentation that it's a gaming driver but not sure. How do I tell? I don't have a computer built for gaming. I updated the driver after issues started hoping that would fix but it did not. It is an RTX which is designated for professional graphics not a GeoForce which I believe is for gaming.

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