My adobe illustrator keep crashing

Forum|Forum|1 year ago
December 31, 2024
1 reply
750 views

As tittle. I tried with turning off the animated zoom. I am not sure why is it keep crashing. Can anyone help to take a look? Thank you

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="16.7.0.202408221003_c7c60a5" clientVersion="16.7.0.202408221003_c7c60a5" applicationName="Illustrator" applicationVersion="29.1.0" build="142" source="Windows-Client" crashType="n/a">
<time year="2024" month="12" day="31" hour="8" minute="33" second="30" timeoffset="480" timezone="Malay Peninsula Standard Time" crsessionduration="127"/>
<user guid="4200db85-5ac7-42d6-9121-71ca73086b33"/>
<system platform="Windows 10 Home Single Language" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="24532" machine="Intel(R) Core(TM) i7-4790 CPU @ 3.60GHz" model="Intel64 Family 6 Model 60 Stepping 3" cpuCount="8" cpuType="8664" cpuFreq="3592 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 745" description="NVIDIA GeForce GTX 745" driverDate="20240625000000.000000-000" driverVersion="32.0.15.5612" videoModeDescription="3840 x 2160 x 4294967296 colors" pnpDeviceID="PCI\VEN_10DE&DEV_1382&SUBSYS_6893103C&REV_A2\4&32DB8171&0&0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFFBA1149E6">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFFBA1149E6" symbolname="RtlWaitOnAddress"/>
<stackStatement index="1" address="0x00007FFFBA0DFCB4" symbolname="RtlEnterCriticalSection"/>
<stackStatement index="2" address="0x00007FFFBA0DFAE2" symbolname="RtlEnterCriticalSection"/>
<stackStatement index="3" address="0x00007FFFA1133201" symbolname="NVAPI_DirectMethods"/>
<stackStatement index="4" address="0x00007FFFA122175B" symbolname="NVAPI_DirectMethods"/>
<stackStatement index="5" address="0x00007FFFA14A9B5C" symbolname="NVAPI_Thunk"/>
<stackStatement index="6" address="0x00007FFFA166BF41" symbolname="OpenAdapter10_2"/>
<stackStatement index="7" address="0x00007FFFAC50868D" symbolname="OpenAdapter10_2"/>
<stackStatement index="8" address="0x00007FFFB20975CE" symbolname="EnableFeatureLevelUpgrade"/>
<stackStatement index="9" address="0x00007FFFB2099944" symbolname="D3D11CoreCreateDevice"/>
<stackStatement index="10" address="0x00007FFFB2099B5C" symbolname="D3D11CoreCreateDevice"/>
<stackStatement index="11" address="0x00007FFFB2098E53" symbolname="D3D11CoreCreateDevice"/>
<stackStatement index="12" address="0x00007FFFB2096CAE" symbolname="D3D11CoreRegisterLayers"/>
<stackStatement index="13" address="0x00007FFFB20CF94D" symbolname="D3D11CreateDeviceAndSwapChain"/>
<stackStatement index="14" address="0x00007FFFB20CF84C" symbolname="D3D11CreateDevice"/>
<stackStatement index="15" address="0x00007FFFB20CF7C4" symbolname="D3D11CreateDevice"/>
<stackStatement index="16" address="0x00007FFEE940799D" symbolname="DllGetClassObject"/>
<stackStatement index="17" address="0x00007FFEE93F3619" symbolname="DllGetClassObject"/>
<stackStatement index="18" address="0x00007FFEE93F20B0" symbolname="DllGetClassObject"/>
<stackStatement index="19" address="0x00007FFEE9444E07" symbolname="DllGetClassObject"/>
<stackStatement index="20" address="0x00007FFEE93FEDC2" symbolname="DllGetClassObject"/>
<stackStatement index="21" address="0x00007FFEE93FEC71" symbolname="DllGetClassObject"/>
<stackStatement index="22" address="0x00007FFEE93FEBBA" symbolname="DllGetClassObject"/>
<stackStatement index="23" address="0x00007FFEE93FEAFE" symbolname="DllGetClassObject"/>
<stackStatement index="24" address="0x00007FFEE93FE9E8" symbolname="DllGetClassObject"/>
<stackStatement index="25" address="0x00007FFF5B99BD26" symbolname="MFCreateMediaProcessor"/>
<stackStatement index="26" address="0x00007FFF5B9AB3AE" symbolname="MFCreateTopologyNode"/>
<stackStatement index="27" address="0x00007FFF5BA157E9" symbolname="MFCreateFileSchemePlugin"/>
<stackStatement index="28" address="0x00007FFF5BA00404" symbolname="DllGetClassObject"/>
<stackStatement index="29" address="0x00007FFF5B98B99D" symbolname="unknown"/>
<stackStatement index="30" address="0x00007FFF5B98B8CD" symbolname="unknown"/>
<stackStatement index="31" address="0x00007FFF94DAB0B0" symbolname="RtwqPutWorkItem"/>
<stackStatement index="32" address="0x00007FFF94DAAC29" symbolname="RtwqPutWorkItem"/>
<stackStatement index="33" address="0x00007FFF94DA847D" symbolname="RtwqAllocateSerialWorkQueue"/>
<stackStatement index="34" address="0x00007FFFBA113720" symbolname="TpAllocPool"/>
<stackStatement index="35" address="0x00007FFFBA0FD79A" symbolname="TpReleaseCleanupGroupMembers"/>
<stackStatement index="36" address="0x00007FFFB8B47374" symbolname="BaseThreadInitThunk"/>
<stackStatement index="37" address="0x00007FFFBA0FCC91" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000000000"/>
<register name="RBX" value="0x0000016AE72B03E0"/>
<register name="RCX" value="0x0000016AE72B03E0"/>
<register name="RDX" value="0x00000000FFFFFFFE"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x00000008D22F1A50"/>
<register name="RBP" value="0x00000008D22F1C00"/>
<register name="RIP" value="0x00007FFFBA1149E6"/>
<register name="EFL" value="0x0000000000010213"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

</hbLogSessionDllStatus>
</crash>

<sessionId>
519aec59-15db-4556-a00d-ea13ac3b2516
</sessionId>
<imsUserGuid>
6FD3F31455D845BA7F000101@AdobeID
</imsUserGuid>
</crashreport>

Bobby Henderson

Correct answer

Community Expert

Based on the details in the crash report it looks like you're using a fairly old computer. The Core i7-4790 CPU and NVidia GeForce GTX 745 are both around 10 years old. How much RAM is installed in your computer? The system may be struggling to reach the low end of Illustrator's system requirements. The past couple or so versions of Illustrator have added new 3D-based features that increase performance requirements even more.

It also looks like the system is trying to drive a UHD resolution (3840x2160) monitor. If the display settings were reduced to a less demanding level, such as regular HD resolution (1920x1080) the computer system might run better.

I have an old Dell notebook from 2011 that still works, but the hardware is so old that Illustrator features such as animated zoom stopped working. My current notebook is a 17" Alienware model.

Anubhav M

Community Manager

Hello @ashleywoon9830,

I 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/40fKxBn) and checking if it helps? 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/3BSqrUs).

Looking forward to hearing from you.

Anubhav

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