Participant

Question

Illustrator crashes as soon as I open the application every time

Forum|Forum|5 years ago
October 27, 2020
7 replies
2175 views

Illustrator crashes as soon as I open the application every time, I have to re-install the app in order for it to open properly. And then it only works one time, and as soon as I close the iPad and later try to re-open Illustrator it crashes again. I'm on an iPad Pro

Bug

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Srishti Bali

Community Manager

Hi there,

We have released an update recently (1.0.3) with stability and bug fixes. Please update the app from the App Store and check if that helps.

Regards,

Srishti

J

Joshua Anakin

Participant

Hello! I know this is a semi older thread but I am also having these same issues on my new air 4. I install it, use it that one time then it crashes before it opens until I reinstall it. I am on a university enterprise account, and bought the iPad to sync between photoshop and illustrator and my desktop. Any tips??

M

Mud Mermaid

Participant

Hi Joshua,
Have you tried uninstalling the software and reinstalling it? There was a bug in an update that had broken my version of Illustrator, a week or two later, they released another update that fixed it - at least on my iPad Air (3). If reinstalling Illustrator doesn't work, contact support - you might have to wait for them to mend Illustrator for your iPad, as I suspect they broke it with an update.

Adobe seems to keep releasing updates without thoroughly testing them. Two weeks after Illustrator broke on my iPad, Fresco broke, it kept crashing and it caused several pieces of my work to be lost. The images files were corrupted and the support person I contacted really couldn't have cared less - they don't keep backups of our work. I unsubscribed from Illustrator and have stopped using Fresco. They are both great apps, but if your work isn't safe there's no point using them. I am now using Affinity Designer, which is replacing both Illustrator and Fresco. It's a bit of a learning curve but a very versatile application, with a one-off (small) payment and works on iPad and laptop - worth taking a look at. Oh and the working files are saved wherever you want - including your own laptop - not just in their cloud!!!!

Good luck

Annette

Om Nath Jha

Legend

Hi all,

Really sorry to hear about this experience. We're investigating this issue and need some additional details so that we can assist you further. We'd need the crash logs which you could share with me over a direct message.

How to look for the crash logs:

Open iOS Settings > Privacy > Analytics and improvements > Analytics data on user device. You will see file names like “adobe illustrator***.ips. That's the log file, please share it over DM.

Also, let us know the -

iPad make and model

iOS version
Are you using any trackpad or keyboard? If yes, do share the details.

Thanks,

Om

J

Joshua Anakin

Participant

Please download the attached file to view this post

11642030.doc

M

Mud Mermaid

Participant

Hi, I've got exactly the same problem. I have been using illustrator on my iPad for about four days on a thirty day trial subscription and really love using it. But yesterday evening I tried to open it, the splash screen appeared for a moment and then disappeared and the application wouldn't open. And it keeps doing this. I haven't been able to open it at all since. I restarted my iPad, then uninstalled the application before reinstalling it, but I still can't open it. Anyone know what's wrong with it and how to fix it? There's not much point taking out a subscription for an application that doesn't work or is unreliable 😞

Thanks.
Annette

yingl44662386

Participating Frequently

Same here 😞

yingl44662386

Participating Frequently

I paid the full amount. Why can't you enjoy the same rights as others.

D

DarthLord

Participating Frequently

Are you using an enterprise account?

DigitalCoffee3251277Author

Participant

Yes! I am using my companies account to access the Adobe suite. I think
it’s related to that

D

DarthLord

Participating Frequently

Hey @x-hey , how about you? Are you also using an enterprise account?

Om Nath Jha

Legend

Hi all,

Really sorry to hear about this. Would you mind trying to clear some memory on the iPad and check if that helps?

Do let us know if the problem persists.

Thanks,

Om

x-hey

Participant

Hey Om,

thank you for your reply. Clearing memory unfortunately doesn't help.

I had the chance to login on my iPad with a colleague's Adobe account: it worked.

Afterwards I was trying to log in with my own account again: it crashes immediately.

So it must be account related ...

D

DarthLord

Participating Frequently

I have the same problem. Crashes each time I launch the app. At first, it was working okay.

A

Atodaro1919

Participant

Same for me. Even with uninstalling and reinstalling it crashes as soon as I log in. Last time it worked for me was 10/26

x-hey

Participant

I have the same problem on the latest iPad Pro. Illustrator does not start at all and crashes immediately. Reinstalled several times... nothing helps.

x-hey

Participant

It seems to be account specific and is well known to Adobe ... so we have to wait for an update ...

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