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

[Selin Kinay]

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.

[No.7printhouse]

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?

[Selin Kinay]

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?

[No.7printhouse]

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.

[Selin Kinay]

Hi,

(update: the program is still not working)

Thank you. I did turn off now, also I followed the steps in this link:

https://helpx.adobe.com/au/illustrator/kb/gpu-performance-errors-troubleshooting-workarounds.html

(I specifically did Solution 2)

I'm sharing this if anyone wants to check an try it out. 

I managed to work for 30 min now, I'll update here tonight.

Kindest,

[Megtfeangel]

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]

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

[Mariia Voronovich]

Unfortunately the link does not work((((

Have you solved this problem?

[Charu Rajput]

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

[Mariia Voronovich]

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

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

[Mariia Voronovich]

Perhaps this link does not work because I am in Russia ((((

[virtualison]

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

[Megtfeangel]

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

[Selin Kinay]

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-illustra...

Kindest,

[Srishti Bali]

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

[Mariia Voronovich]

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]

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-illustra...

Thanks

[Srishti Bali]

Thanks for sharing the SPX file, Elaia. I would request if you could share the other details as well. 

Regards!

[Mariia Voronovich]

I'm sorry, but I wrote everything I know about my problem. I do not know what additional information may be useful.

A customer support specialist helped me solve the problem of freezing. To do this, he reset the program settings and changed the settings in the "GPU performance" section. I am attaching a screenshot. Unfortunately, my program interface is in Russian (((

I hope that this is a temporary measure, I am not as comfortable working as I did before, but I'm glad I can work.

Nevertheless, I hope that your team will be able to find out what the problem is and solve it for all users.

[Selin Kinay]

Hi Srishti,

Please find my answers to the following questions.

1. 

Even though AI closed unexpectedly again, unfortunately, I don't have this error message. 

2. I'm using Mac Mojave and I don't have this option so I couldn't uncheck the box.

"Automatic Graphic Switching (System Preferences > Energy > Uncheck Automatic graphics switching)"

3. AI is crashing mostly when I drag something across the screen or copy/paste actions or scaling. 

4. I do have "Grammarly".

5. https://shared-assets.adobe.com/link/7de2451b-e083-4f1f-7d8a-01e781dcf447

6. I don't have "Adobe Illustrator 24, Adobe Illustrator and Adobe Illustrator 24 Settings folders" under 

~/Library/Caches

~/Library/Application Support/Adobe

~/Library/Preferences

Note: AI just stopped working again.

Best regards,

Selin.

[Srishti Bali]

Hi Selin,

Thanks for sharing the information. I have send you a DM, please check. 

Regards,

Srishti

[Srishti Bali]

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