3D and Materials - 3D Community Assets

[SVivas77]

I was working with this tool for quite some time in the latest version of Illustrator, it worked normally and everything was fine

One day I downloaded more materials from the Substance 3D Community Assets, and I kept adding them until one specific one stayed loading for a long time and then the error report window appeared. I closed Illustrator, reopened the file I was working on, and just turning on the 3D and Materials feature caused the program to freeze.

I thought that the tool was not loading due to the weight of the file, so I opened a new one and made a simple figure to apply the 3D effect... the error continued and it closed the application after the report.

The error occurred since I added new materials...
Possible material that caused the error: https://substance3d.adobe.com/community-assets/assets/29ecbc16567ac1ff5285cc66b0898466d4f31b85

And I tried many things, like deleting the added materials files, reinstalling Illustrator again... but the 3D and materials tool no longer works on my laptop, and every time I try to activate it, those materials keep appearing there and the program freezes.

[Monika Gause]

Maybe contact Customer Care and have them check this and delete all leftovers: https://helpx.adobe.com/contact.html 

[Anubhav M]

Hello @SVivas77,

We understand that encountering technical issues can be frustrating. Would you mind checking if Illustrator behaves this way with all files? If yes, kindly try performing a clean reinstallation of the GPU drivers (Intel / NVIDIA / AMD) and set the Graphics Preference to High-Performance for Illustrator (https://adobe.ly/3JBwU6x) to check if it helps.

If not, kindly try the suggestions shared in this help article (https://adobe.ly/43Yes19) and let us know if they help. Also, kindly submit the crash report using your Adobe email address and share it here for quick tracking. Steps are shared here: (https://adobe.ly/3VVVSVe). We appreciate your time and patience in helping us resolve this issue.

Thanks,
Anubhav