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Luce5E77
Participant
Apr 24, 2021 3:58 AM UTC
Question

Illustrator Splash Screen Not Responding, Causing Illustrator to Crash At Launch

Hi, all. Has anyone ever faced this problem where Illustrator's splash screen is unresponsive? The splash screen status would be stuck at "initialising" and blacks out after a while. I checked my task manager and saw Adobe's crash report program was active, so I guess it crashed but I don't know why bcoz even Adobe's own diagnostic tool would go into the "not responding" state when it was triggered. I think I tried almost all the solutions I could find on the forums, including renaming the preference file in C:/, renaming the media core file, uninstalling and reinstalling, updating to a newer version of AI and rolling back to older versions. None of them worked. Not sure if it was a foreshadowing, but Adobe would always crash when closing some weeks prior to this current problem. Not sure if this an issue with AI's software or my laptop system. Any ideas?

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22 replies

Kindoru30850281clph
Participating Frequently
Jul 4, 2024 10:39 AM UTC

I am having the same issue, already ask for 3 agents to help and not 1 could help to fix it.
I faced the issue 2 months ago, an agent helped me deal with it. But it reaccured this week.
I was told to even reach out to microsoft, but how am I suppose to ask microsoft it the problem is from adobe?
It is super frustrating. Anyone able to provide help?

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Srishti_Bali
Srishti_Bali
Legend
Jul 4, 2024 3:32 PM UTC

Hi @Kindoru30850281clph

 

Apologies for not being able to help so far, but please rest assured that we're committed to helping you until the issue is resolved. I checked our crash reporter using your email address and couldn't find any crash reports submitted by your ID. Could you please share the crash report with us? Additionally, please try the suggestions shared by Anubhav and let us know your observations. Thank you for your patience and cooperation.

 

Regards,

Srishti

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Kindoru30850281clph
Participating Frequently
Jul 5, 2024 7:11 AM UTC

"Your Adobe Case ADB-xxxxxxxx-XXXX"

This was the Adobe case sent to my email. When the agent suddenly logged off and did nothing.
Now I cant even access to my adobe softwares, i need to redownload and do resetting. Its taken me 2 full days for this, im a designer so i need to work using AI. It is really frustrating.

 

 

{Case number removed by MOD}

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CLAIRE_PRIM
Participant
Sep 15, 2021 10:05 AM UTC

i have this EXACT issue and have been trying to obtain a tech who can help me for over 5 days now, Its EXTREMELY frustrating. Were you able to fix this?

 

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    ashok29740623aagr
    Participating Frequently
    Jul 2, 2024 9:26 AM UTC

    how did u solve ! i am facing same problem now 

     

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    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    Jul 2, 2024 2:05 PM UTC

    Hello @ashok29740623aagr,

    We understand how frustrating it can be to encounter crashes in the middle of work. Would you mind trying the suggestions shared in this help article (https://adobe.ly/45QdKE7) and checking if they help? Also, kindly submit the crash report using your Adobe email address and share it here for quick tracking. Steps are shared here: (https://adobe.ly/45QdLrF). We appreciate your time and patience in helping us resolve this issue.

    Thanks,
    Anubhav

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    Ashutosh_Mishra
    Ashutosh_Mishra
    Inspiring
    Apr 26, 2021 6:00 AM UTC

    Hi there,

     

    Sorry to hear about your experience. I'd request you to try the suggestions given on this community post & let us know if they help.

    If you've already tried all these, I'd recommend connecting with Adobe technical support team(https://community.adobe.com/t5/illustrator/resolve-slow-performance-and-unexpected-behaviors-in-illustrator/td-p/11561981). Please click on the chat icon at the bottom of the page to begin the conversation. Team here will be able to perform remote troubleshooting on a live session & assist you accordingly.

     

    Regards,

    Ashutosh

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    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    Apr 24, 2021 9:43 AM UTC

    To show log files on the forum, please attach them or post them on pastebin.

    Don't paste them into a post.

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    Mylenium
    Mylenium
    Legend
    Apr 24, 2021 7:31 AM UTC

    Sorry, but that's not in any way useful if you don't provide any actual system info and crash details from the Event Viewer or the Adobe logs.

     

    Mylenium

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    Luce5E77Author
    Participant
    Apr 24, 2021 11:27 AM UTC

    I see. Where are the log files usually stored? I'm seeing a lot of log files when I search the Adobe folder in File Explore, but I'm not entirely sure which to pick.

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