Illustrator for iPad crashes when opening a file

Hello ​@JohannesLanger 

I understand how frustrating it can be to experience crashes in Illustrator, especially in the middle of work.

Could you kindly check if all of your work is synced online (https://assets.adobe.com/cloud-documents) and if this happens with all files? If so, try deleting Illustrator, restarting your device, and reinstalling the app to see if that helps. Also ensure to install any pending iPadOS updates.

If the issue persists, kindly share the crash report along with a link to the affected document (if any), so that we can investigate this further:

• Open iPad Settings > Privacy & Security > Analytics & Improvements > Analytics Data. You will see file names like “Illustrator-2023-01-03-083327.ips” (2023-01-03 is the date in the log & 083327 is the time). Ensure you share the recent log file after the crash, based on the timestamp.
• Upload the file to a file-sharing service, and share a link to the file here or via DM.

Looking forward to hearing from you.
Anubhav

Hello Johannes!

​I can see you’ve already done a great job with the basic troubleshooting (reinstalling, storage check, etc.). Since the app still crashes even when creating a new file, the issue is likely related to a corrupt Font Cache or a Cloud Syncing deadlock rather than the app itself.

​Before we move to official support, please try these two 'Expert-level' fixes:

1. ​Clear the Font Cache (System Level): If you have installed any custom fonts via third-party apps (like iFont or AnyFont), try removing them temporarily. Illustrator iPad often crashes at startup or file creation if it encounters a font it cannot parse.
2. ​Toggle Creative Cloud Sync: Go to your iPad Settings > Illustrator. Turn off 'Background App Refresh'. Then, log out of the Creative Cloud App (the red one) on your iPad and log back in. Sometimes a 'hung' sync process for a Cloud Document prevents the app from opening any workspace.
3. ​Reset Illustrator Preferences: Go to Settings > Illustrator > Reset Illustrator. Turn this on and then launch the app. This will clear the internal settings without deleting your work.

​How to get Qualified/Direct Help:

Since you need this running for your workflow, you should escalate this to Adobe’s Engineering team via these channels:

• ​Adobe Customer Care (Direct Chat): Go to the Adobe contact center, sign in, and type 'Talk to an agent'. They can perform a remote diagnostic or check if there’s a specific crash log tied to your Adobe ID.
• ​Share your Crash Logs: To help us help you here, could you share your iPadOS version and iPad model? (e.g., iPad Pro M2, iPadOS 17.4). Also, does it crash immediately on the splash screen, or only when you tap 'New/Open'?