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ridinbkk
ridinbkk
Participating Frequently
November 6, 2019
Question

Adobe keep crashing (Photoshop, Illustrator and Adobe XD V.21)

  • November 6, 2019
  • 5 replies
  • 2313 views

Adobe recently auto-updated my apps (photoshop, illustrator and adobe xd to 2020). I believe this is version 21.

Since then my apps are keep crashing. Even just to edit a shape in Adobe xd crashes.

Anyone else experiencing this. In total, about 10+ crashes now. Only have to restart is force restart.

This topic has been closed for replies.

5 replies

teowb69054202
teowb69054202
Participating Frequently
December 2, 2019

same here, annoying!
and i lost my latest file even I saved it.

ridinbkk
ridinbkkAuthor
Participating Frequently
November 13, 2019

Just an update on my issues

I have reinstalled Adobe 2 times now, and still no luck. Keep crashing during work.

It keeps crashing and I am on point where I can get nervous working with the Apps. I have to make sure I save anything I do. Can anyone please come up with a solution for this. 

Some details about my system.

  • macOS Catalina Version 10.15.1 (19B88)
  • MacBook Pro late 2018 (15inch, 2.2 GHz-6 core, 16 GB ram, 256 Solid State, Radeon Pro 555X
    S
    switchywoman
    Participant
    November 13, 2019

    Same. Going to try the David_B approach. https://community.adobe.com/t5/user/viewprofilepage/user-id/10703148 then update you all. Ruined client meeting today ... can't even do prototype connections. >>>>>> DIDN"T WORK <<<<< 

      S
      switchywoman
      Participant
      November 13, 2019

       

      • What operating system are you using? (Catalina 10.15, Mojave 10.14, Win 10, etc.)
        Catalina Version 10.15.1 (19B88)

       

      • Does the slash screen appear?
        Yes

      • What model of computer is the issue occurring on? (2017 iMac, MS Surface Pro 4,etc.)
        MacBook Pro (13-inch, 2017, Four Thunderbolt 3 Ports)

        3.1 GHz Dual-Core Intel Core i5

        16 GB 2133 MHz LPDDR3

       

      • Do the 2019 products launch on the system?
        They did. Updated Photoshop as well.

      • What troubleshooting have you tried already? (I know some have provided this already)
        Uninstall, reinstall, update, 

      • Do some applications work but not others? Which applications are being affected?
        Adobe Acrobat seems fine. Photoshop worked earlier today. Totally freezes, unlinks or looses links to all my connected assets... can prototype (freezes upon selection), Can't add a person to the file... just nothing happens - so I can't get the help I need.

        Beating head against wall. New designs due. Is there anyone I can actually call? 
      David__B
      Adobe Employee
      David__B
      Adobe Employee
      November 6, 2019

      Sorry to hear about your difficulties. Can you provide more details around the issue such as:

      • What operating system are you using? (Catalina 10.15, Mojave 10.14, Win 10, etc.)
      • Does the slash screen appear?
      • What model of computer is the issue occurring on? (2017 iMac, MS Surface Pro 4,etc.)
      • Do the 2019 products launch on the system?
      • What troubleshooting have you tried already? (I know some have provided this already)
      • Do some applications work but not others? Which applications are being affected?


      For initial troubleshooting I'd suggest trying these:

      • Recreate the preferences for the application

      Press and hold Alt+Control+Shift (Windows) or Option+Command+Shift (Mac OS) when launching the Adobe product.
      You should be prompted to delete the current settings. The new preferences files are created the next time you launch.

      Note: Using the keyboard shortcut, preference files for custom shortcuts, workspaces, and color settings will also be reset to default.

      • Create a new user account with admin rights, attempt launching the products in from the newly created user account

      Win - https://support.microsoft.com/en-us/help/4026923/windows-10-create-a-local-user-or-administrator-acc...
      Mac - http://osxdaily.com/2017/07/17/how-create-new-admin-account-mac/

      I'd start there. Please get back with more info.

      Thanks,

      - Dave

      L
      luciam72239033
      Participant
      November 8, 2019

      Hi there, 

       

      after two days I finally fix my crashing issues. Since Adobe support was really frustrating I try to share all things I have done in hope it will help others.

       

      OS: Windows 10 1903 on Fujitsu Lifebook E, 32 GB RAM, Intel Core i7-7500 CPU 

       

      Bug:

      - I got problems after automatic update of Adobe Creative Cloud (have abo in my company since last 2 years) - XD updated from 22 to 24.1.22 and started crashing after 5-7 seconds. so I was able to open existing or new file, but after some seconds I got asked if I want to save changes and the app quit. The same happened also with an older version of XD, 24.0.22 & 23.1.32 as well with Photoshop 2020.

      WindowsEventViewer > WindowsLogs > Applications showed reports about Security-SPP licensing check, but nothing else

       

      Troubleshooting:

      At that time I had an older Version of Windows 10, so:

      • I uninstalled all adobe apps, updated Windows to 1903, reinstalled CC, but problems persisted.
      • Update Graphic card drivers / tribers  (no effect)
      • Changed permission for all adobe folder/files to read/write for my email (no effect)
      • Uninstall again all adobe products with adobe cleaner and reinstall again (no effect)
      • Erased all files in Adobe Temp folder (no effect)
      • Erased all files in hidden folder User/AppData/local/adobe/OOBE
        I have read somewhere that adobe products are heavy depending on C++ libraries so
      • Installed C++ redistributable x64 as well as x86 

      - The last one helped!!!


      Good luck, shame on Adobe, so expensive license, so weird service (I won’t tell u about very unhelpful video session where the “expert” for 30 minutes again and again just reproduced crashing to ask me after that if I can install XD again, which I already did more times and reported it on the chat on beginning of our conversation.).

       

       

       

        Kanikas
        Community Manager
        KanikasCommunity Manager
        Community Manager
        November 6, 2019

        HI there, 

        Could you please share the OS version and the app version? Since when have you been facing this?

         

        -Kanika 

          L
          luciam72239033
          Participant
          November 6, 2019

          Same here, cannot work at all.

          XD crashes constantly after automated update to 24.0.22 . The same happens with older version 23.1.32.  

          Windows 10. 1709, worked since march without any problems till tuesday.  

          Can we report a bug? 

          ridinbkk
          ridinbkkAuthor
          Participating Frequently
          November 6, 2019

          I actually reported this topic as a bug not sure if this how we suppose to report a bug.

          This really slows my productivity. Since I have to force restart, all the other applications and windows need to close and restart. End up rewriting my email(s), lost my work flow.. super annoying.

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