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M
matthewt93797735
Participant
June 17, 2020
Question

Illustrator keeps crashing when opening existing file.

  • June 17, 2020
  • 2 replies
  • 315 views

I have been having an issue with Illustrator CC (24.1) quitting unexpectedly every time I open a file. I am running MacOS Mojave 10.14.6.  Creating new files does not crash. I have looked at a lot of other posts on this and many solutions have not worked. I have reset the preferences, turned off GPU Performance, made sure my default printer was connected, restarted the computer, etc. I had my coworker open the files on his computer and they open fine so it's not the files. Illustrator seems to work fine in Safe Boot. It seems to be only with AI files. PDF, eps and raster files open fine. Below is my crash report. What do you guys think is going on?

 

EDIT - Crash report in pastebin 

https://pastebin.com/UtTEh13e

 

 

 

This topic has been closed for replies.

2 replies

Srishti_Bali
Srishti_Bali
Legend
September 7, 2020

Hi there,

 

Sorry about this trouble. I am hopeful that the issue was fixed. If not, we have recently released an update for Illustrator 2020 (v 24.3) which contains some stability fixes. If you are not already on v24.3, then we recommend you to update to latest version.

 

If that doesn't help, try steps shared in this help article and share your observations with us.

 

Regards,

Srishti

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
June 17, 2020

Please don't post Crash reports in forum posts. Link them on pastebin.

Do you have any plugins?

System extensions? Anything that doesn't load in Safe mode?

Are all fonts OK?

Does that happen with just some files or all? What is in the files? Where are the files located?

M
matthewt93797735Author
Participant
June 17, 2020

Sorry about the code. I will remember for next time.

 

No extensions or plugins in the program.

We use Universal Type Server and all the fonts are okay. I even tried disconnecting UTS and trying again, but no fix.

It happens with all the files. I have tried opening them from the server and opening them from the desktop.

They are layered art files/book designs.

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
June 17, 2020

Since it doesn't happen in Safe Mode, it looks like there is something about your user folder that interferes.

 

Are there files linked in the AI files? Probably files located on servers?

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