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S
Selin Kinay
Participant
May 3, 2020
Question

Adobe Illustrator 2020 (24.1.2)-The latest updated version KEEPS CRASHING on MacOS Mojave

  • May 3, 2020
  • 6 replies
  • 4212 views

Hi,

Since I updated my ACS to 2020 I've been having this issue with the simplest movements like dragging, changing the type sizes, accidentally double-clicking etc no matter what size of file I'm working on.

I'm using Macbook Air - MacOs Mojave version 10.14.6. (1.6 GHz Intel Core i5/ 8 GB 1600 MHz DDR3).

I did delete presets but this didn't work for me.

I still have older versions of ACS, so I tried to work with Illustrator 2019 but the same thing keeps happening.

Please can someone help me to find a way to start working normally again? It's super frustrating as you have so many things to do but you can't.

Thanks in advance.

 

 

    6 replies

    Srishti Bali
    Community Manager
    Srishti BaliCommunity Manager
    Community Manager
    September 7, 2020

    Hi there,

     

    Sorry about this trouble. I am hopeful that the issue was fixed. If not, we have recently released an update for Illustrator 2020 (v 24.3) which contains some stability fixes. If you are not already on v24.3, then we recommend you to update to latest version.

     

    If that doesn't help, try steps shared in this help article and share your observations with us.

     

    Regards,

    Srishti

    Srishti Bali
    Community Manager
    Srishti BaliCommunity Manager
    Community Manager
    May 15, 2020

    Hi Everyone,

     

    We are extremely sorry to hear about the trouble you are facing with Illustrator. We are currently investigating this issue and would request you to share following details:

     

    1. Crash Report (https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html).
    2. Does turning off Automatic Graphic Switching (System Preferences > Energy > Uncheck Automatic graphics switching) helps resolving the issue?
    3. Have you noticed if Illustrator is crashing randomly or after a specific action?
    4. If you are using any third party plugins on your machine, please share a list of plugins you are using with Illustrator.
    5. SPX file from MAC
      Click on Apple Icon > About this Mac > System Report
      This will launch the System Profiler
      Then Click File > Save > Save in Creative Cloud Files
      Then open https://assets.adobe.com/files
      Click on three dots next to spx file > Share > Copy Link and share it with us.
    6. Preferences folders:

      Go to locations

      ~/Library/Caches

      ~/Library/Application Support/Adobe

      ~/Library/Preferences
      Copy-Paste  Adobe Illustrator 24, Adobe Illustrator and Adobe Illustrator 24 Settings folders to Creative Cloud Files.
      Then open https://assets.adobe.com/files
      Click on three dots next to spx file > Share > Copy Link and share it with us.

    All this information with help us replicate this issue at our end and help you accordingly.

     

    Regards,

    Srishti

      M
      Mariia Voronovich
      Participating Frequently
      May 15, 2020

      I am sending you a report on my system: https://shared-assets.adobe.com/link/d9873025-a9c6-4567-504a-89f58399b5fd

       

      The Illustrator freezes when I work with the Curvature Pen Tool

       

      Please help us soon. This is a very serious problem.

       

      Illustrator is a program for work, and many of us have not been able to work for several days due to the fact that the program hangs. Illustrator hangs even on new simple files. This makes impossible any work in the program.

      This is my first serious freeze in my laptop and this is a very unpleasant surprise after a recent update.

      Charu Rajput
      Community Expert
      Charu RajputCommunity Expert
      Community Expert
      May 15, 2020

      Hi,

      Please vote issue reported at Illustartor User Voice so that this issue is looked at high priority.

      Here is the link. 

       

      https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/40352791-adobe-illustrator-2020-24-1-2-the-latest-updated

       

      Thanks

      Best regards
      S
      Selin KinayAuthor
      Participant
      May 6, 2020

      Thank you for the heads up.

      Hey everyone,  I created this topic that you can all vote for. 

      https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/40352791-adobe-illustrator-2020-24-1-2-the-latest-updated

      Kindest,

        V
        virtualison
        Participant
        May 5, 2020

        I'm having the same issues with crashing, using illustrator CC but on pc (windows 10). Any other pc users experiencing this today?

        M
        Megtfeangel
        Participant
        May 6, 2020

        I am having this issue on both my Windows 10 PC and my iMac Pro.

        M
        Megtfeangel
        Participant
        May 5, 2020

        I am also having this problem.  Sometimes I am working in a document and sometimes I am saving something. The entire program crashes and I have to restart my computer.

         

        Charu Rajput
        Community Expert
        Charu RajputCommunity Expert
        Community Expert
        May 5, 2020

        Hi all,

        If all you are facing the same issue, could you please raise the issue at below link and vote so that it can be looked by Adobe Team.

         

        https://illustrator.uservoice.com/forums/601447-illustrator-bugs

         

        Thanks

        Best regards
          M
          Mariia Voronovich
          Participating Frequently
          May 15, 2020

          Hi,

          Which link does not work? Could you please explain what you are trying to open? I have checked above mention link is working. Please explain so that we can help you.

           

          Thanks

           


          This link https://illustrator.uservoice.com/forums/601447-illustrator-bugs

           

          It's so strange, but I can't open this link (((

          N
          No.7printhouse
          Participant
          May 3, 2020

          I'm having the exact same problem and just came on here to get some help. Program will run fine for about 5 minutes before the screen freezes and then all my pop up menus go blank, then I have to do a forced shutdown, which I'm sure is screwing with my Mac even more. Any help?

          S
          Selin KinayAuthor
          Participant
          May 4, 2020

          Hey! This is the exact same issue I've been having. Everything goes blank/my screen sometimes goes full black and forced shutdown follows.

          I haven't received any replies so far. I managed to work with Illustrator on safe mode though, but I want to be able to work normally again.

          Did you try safe mode?

          N
          No.7printhouse
          Participant
          May 15, 2020

          Try turning of the GPU performance and animated zoom in Illustrator-Preference-Performance.

          These functions only work smoothly on a 16GB memory where as my Mac is only 8GB. 

          So far so good, no more crashes.

           

           

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