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elias358176414rsu
Participating Frequently
March 2, 2024
Question

Illustrator keeps crashing when using 3d effects

  • March 2, 2024
  • 2 replies
  • 1453 views

Hi, My illustrator keeps crashing whenever i use 3d effects or try to open the 3d and materials window. It was working fine, Previously i could make and use all things related to 3d. It stopped working after i tried to add materials from the free materials on adobe.com. It crashed and has been crashing ever since.

 

- i have updated everything,  restarted my app and macbook. and i have unistalled and reinstalled illustrator

 

- I have gone to the sbsar directory "On Mac: Illustrator Application > Show Package Contents > Contents > Resources > Material Resources > Default_Substance_Materials."
and i have deleted all. the materials. 

 

- I read that i can troubleshoot this issue by running illustrator on safe mode but i cannot access safe mode as i do not get any run diagnostics pop ups and i cant find any more information on how to get to safe mode.

 

Any help or advice is much appreciated. 

 

mac book pro sonoma 14.3.1 16gb ram

Creative cloud (all apps) illustrator 2024 v28.3

adobe illustrator error report: 
{"app_name":"Adobe Illustrator","timestamp":"2024-03-02 15:44:22.00 +0000","app_version":"28.3.0","slice_uuid":"fe7dd2fa-2b49-359c-8c4e-794bd45b7502","build_version":"28.3.0","platform":1,"bundleID":"com.adobe.illustrator","share_with_app_devs":0,"is_first_party":0,"bug_type":"309","os_version":"macOS 14.3.1 (23D60)","roots_installed":0,"name":"Adobe Illustrator","incident_id":"67900EFC-E52D-480B-9ED5-AB7AE2C39D81"}
{

    2 replies

    Lukas Engqvist
    Community Expert
    Lukas EngqvistCommunity Expert
    Community Expert
    March 2, 2024

    Is it an M1, M2 or M3 MacBook Pro? The M processors are using shared memory between CPU and GPU so it could be a memory issue 16 MB being effectively 4GB VRAM + 12GB RAM.


    To reset preferences using a keyboard shortcut

    Press and hold Alt+Control+Shift (Windows) or Option+Command+Shift (macOS) as you start Illustrator.
    The new preferences files are created the next time you start Illustrator.


    Did you try reinstalling Illustrator?

    E
    elias358176414rsuAuthor
    Participating Frequently
    March 2, 2024

    It isn’t a M chip Mac it’s a 2018 model quad core intel i7.

     

    Yes, i tried uninstalling and reinstalling illustrator already.

     

    I have tried the resset shortcut and it's worked. Thank you very much Lukas you are a life saver!

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    March 2, 2024

    So after removing the materials it still crashes?

    Did you reset the preferences when uninstalling/reinstalling?

    E
    elias358176414rsuAuthor
    Participating Frequently
    March 2, 2024

    i did see another post where they reccomended to reset preferences by going into;
    - library/caches

    - library /aplication support

    - library/preferences
    and look for adobe.illustrator.com etc etc.. (something like this cant rember atm)

     

    However i couldnt find any files or docs with those names. Perhaps i was doing it wrong. 

    iis there another way to reset preferences?

     

    i can provide images if necessary?

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    March 2, 2024

    You need to do it in the Library in your User folder. Apple hides it from you by default, because they think we cannot handle that folder.

     

    When you reset the preferences by the renaming method, then the preferences can be rebuilt, just incase resetting does not solve the initial problem.

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