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R
Rosyiswot
Participant
February 14, 2023
Question

Illustrator on the iPad app freeze on sign-in page

  • February 14, 2023
  • 1 reply
  • 450 views

I have just installed Illustrator on my 5th gen iPad Pro. I sign in, then it takes me back to the sign in start-up again where the scene freezes. I restart the app which opens but doesn't fully load until it freezes again. I've updated and restarted my ipad, I've uninstalled and re-installed the app but to no avail. Have just checked that my ipad is compatible with the app, which ot is and now I've run out of ideas. My account is a student account. Im yet to try installing it on my Mac, hopefully no issues there...

 

any help appreciated!

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1 reply

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
February 14, 2023

Hi @Rosyiswot,

 

We are sorry to hear that you are experiencing issues with Illustrator on the iPad. We understand how frustrating this can be, especially when you have tried all possible troubleshooting steps.

 

After reviewing your account, I found that there is no active subscription under your student account. Would you mind contacting your university or institute admin to confirm if the license has been added to your student email ID?
If you have purchased directly from Adobe, please reach out to AdobeCare on Twitter.

 

Regarding the issue with the app, would you mind sharing some additional details with us, like the exact version of Illustrator and iOS you installed on your iPad Pro? Also, please share the app logs. To access the app logs, go to iPad Settings > Privacy & Security > Analytics & Improvements > Analytics Data. Look for a file named "adobe illustrator-2023-02-11-042632.ips" (2023-02-11 is the date in the log, and 042632 is the time). Please ensure you share the most recent log file after the crash happens by looking at the timestamp. You can upload the file to https://assets.adobe.com and share the link with us here or via DM.

 

Looking forward to your response.

 

Best,

Anshul Saini

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