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27.1.1 and 27.2 Illustrator crashes and disappear using Wacom tablet

Community Beginner ,
Jan 23, 2023 Jan 23, 2023

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For the last week and a half after updating to 27.1.1Illustrator just randomly shuts down. No crash report no nothing. There is no rhyme or reason. I can't recreate it. Totally random. With new files. With old files. Doesn't matter at all. Have dome all the recommended troubleshooting. Even went so far as to have support log into my computer and gut all Adobe products with the cleaner, which I had already done. And reinstall Illustrator. Still continues. Yes, all drivers are up to date. Plenty of memory and disk space. Support checked all of that as well. All they could do is tell me it was fixed. And as soon as I started a file after a minute it closed again. They insisted it was fixed. There suggestion. Don't open any other programs while running Illustrator. Wow. Well since support was less than useless. Anyone else having these issues and figured out anything at all reguarding the cause? Guess I will do like everyone else having issues and install an older version that actually works. 

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Participant , Jan 24, 2023 Jan 24, 2023

rich@x-tremeapparel.comin my case I´m running Illustrator 27.2 with the old wacom driver and is working.

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Community Beginner ,
Jan 23, 2023 Jan 23, 2023

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After backing up to 27.0.1 still shutting down. But noticed the post after mine about Wacom Pro M driver causing the same issue. So going to try and back up that driver and see if it's the issue.

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Participant ,
Jan 23, 2023 Jan 23, 2023

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Hey rich@x-tremeapparel.com! same issue here! I´m desperate.

I have wacom too. Your solution works?

Support today worked remotely in my computer and they cant´solved anything.

I tried rollback to a previous version and don´t work, but the issue came with the 27.2 version.

It is completely ramdon like you said and close suddenly with no reason. Maybe crash just with a zoom action. Don´t makes sense.

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Community Beginner ,
Jan 24, 2023 Jan 24, 2023

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Hi Tikyta. Right now I am running 27.0. Initialy that didn't help either. Then I rolled back the Wacom driver to 6.4.0-11 and so far so good. So I am going to blame the Wacom driver on this one. I might even try and update Illustrator and see if it stays stable keeping the older Wacom driver. Let me know if you have the same results.

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Adobe Employee ,
Jan 23, 2023 Jan 23, 2023

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Hello rich@x-tremeapparel.com@tikyta,

 

We are sorry to hear about the crash. Would you mind trying to delete Illustrator's preferences manually and checking if it helps:

For macOS
• Close all Adobe applications.
• Go to the following locations
• ~/Library/Caches
• ~/Library/Application Support/Adobe
• ~/Library/Preferences
• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 27 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 27 Settings.old
• Launch Illustrator from the Creative Cloud.

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

AnubhavMajumder_0-1674543279767.png


For Windows
- Close all Adobe applications.
- Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe
- Rename Adobe Illustrator and Adobe Illustrator 27 Settings folders to Adobe Illustrator.old and Adobe Illustrator - 27 Settings.old

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders if you want to. The location is mentioned above.

 

Looking forward to your response.

 

Thanks,

Anubhav

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Participant ,
Jan 24, 2023 Jan 24, 2023

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      Yes @Anubhav Majumder  already tried those steps and doesn't solve the issue.   

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Community Beginner ,
Jan 24, 2023 Jan 24, 2023

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Thanks Anubhav. I have done that multiple times as did the support person who logged on my computer. Doesn't work. As I responded to Tikyta it seems to have everything in the world to do with the latest Wacom driver. We will see how the day goes. Thanks for the advice.

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Participant ,
Jan 24, 2023 Jan 24, 2023

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Hi rich@x-tremeapparel.com I did the same. Lastnight rollback my wacom driver to same version of you and is working fine for now. I keep testing.

Adobe@Anubhav Majumder you should test whats happens because we are a lot of wacom users.

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Participant ,
Jan 24, 2023 Jan 24, 2023

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rich@x-tremeapparel.comin my case I´m running Illustrator 27.2 with the old wacom driver and is working.

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