Constant crashes of CC suite
I am trying to assist a user in our organization who constantly experiences crashing with their Adobe Creative Suite v2017.
They heavily use InDesign and Illustrator files over the network. The behavior is not tied to any particular file.
We have done the following to try and troubleshoot/resolve the issue...
- The user and PC have direct access to the internet, ie. by passed our proxy.
- Have upgraded their PC and freshly installed the apps.
- Intel Core i7-6700 3.40GHz, Windows7 64bit SP1 enterprise, 32 GB RAM, HDD 256gb SSD,
- Graphics Card = Leadtek Nvidia Quadro K1200 4GB GDDR5 PCI-E Workstation Video card
- Reset preferences for the apps.
- No network roaming profile involved so fresh PC, fresh app install, new user profile but still experiencing frequent crashes
Any help in resolving this is greatly appreciated.
The event logs are included below that recorded at the time of app crashes.. (x2)
Faulting application name: Illustrator.exe, version: 21.0.0.223, time stamp: 0x57fbe4ca
Faulting module name: Illustrator.exe, version: 21.0.0.223, time stamp: 0x57fbe4ca
Exception code: 0xc0000005
Fault offset: 0x000000000034fd1f
Faulting process id: 0x1e1c
Faulting application start time: 0x01d24f69535af043
Faulting application path: C:\Program Files\Adobe\Adobe Illustrator CC 2017\Support Files\Contents\Windows\Illustrator.exe
Faulting module path: C:\Program Files\Adobe\Adobe Illustrator CC 2017\Support Files\Contents\Windows\Illustrator.exe
Report Id: fa3938e3-bb61-11e6-bf35-dc4a3e748607
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-12-06T03:13:37.000000000Z" />
<EventRecordID>23661</EventRecordID>
<Channel>Application</Channel>
<Computer>HPAUD63407HN.hawk-i.govt.nz</Computer>
<Security />
</System>
<EventData>
<Data>Illustrator.exe</Data>
<Data>21.0.0.223</Data>
<Data>57fbe4ca</Data>
<Data>Illustrator.exe</Data>
<Data>21.0.0.223</Data>
<Data>57fbe4ca</Data>
<Data>c0000005</Data>
<Data>000000000034fd1f</Data>
<Data>1e1c</Data>
<Data>01d24f69535af043</Data>
<Data>C:\Program Files\Adobe\Adobe Illustrator CC 2017\Support Files\Contents\Windows\Illustrator.exe</Data>
<Data>C:\Program Files\Adobe\Adobe Illustrator CC 2017\Support Files\Contents\Windows\Illustrator.exe</Data>
<Data>fa3938e3-bb61-11e6-bf35-dc4a3e748607</Data>
</EventData>
</Event>
Log Name: Application
Source: Application Error
Date: 15/12/2016 3:39:48 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: HPAUD63407HN.hawk-i.govt.nz
Description:
Faulting application name: InDesign.exe, version: 12.0.0.81, time stamp: 0x57f545c7
Faulting module name: dvaui.dll, version: 10.0.0.0, time stamp: 0x57f541db
Exception code: 0xc0000005
Fault offset: 0x00000000000789a6
Faulting process id: 0x1758
Faulting application start time: 0x01d2564025c49568
Faulting application path: C:\Program Files\Adobe\Adobe InDesign CC 2017\InDesign.exe
Faulting module path: C:\Program Files\Adobe\Adobe InDesign CC 2017\dvaui.dll
Report Id: beb5c88e-c26f-11e6-8528-dc4a3e748607
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-12-15T02:39:48.000000000Z" />
<EventRecordID>25633</EventRecordID>
<Channel>Application</Channel>
<Computer>HPAUD63407HN.hawk-i.govt.nz</Computer>
<Security />
</System>
<EventData>
<Data>InDesign.exe</Data>
<Data>12.0.0.81</Data>
<Data>57f545c7</Data>
<Data>dvaui.dll</Data>
<Data>10.0.0.0</Data>
<Data>57f541db</Data>
<Data>c0000005</Data>
<Data>00000000000789a6</Data>
<Data>1758</Data>
<Data>01d2564025c49568</Data>
<Data>C:\Program Files\Adobe\Adobe InDesign CC 2017\InDesign.exe</Data>
<Data>C:\Program Files\Adobe\Adobe InDesign CC 2017\dvaui.dll</Data>
<Data>beb5c88e-c26f-11e6-8528-dc4a3e748607</Data>
</EventData>
</Event>
