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Anonymous
February 14, 2017
Question

Adobe Illustrator CC 2017 has stopped working

  • February 14, 2017
  • 2 replies
  • 3039 views

Happens when I double click on a AI file to open the first time or open up through File > Open

I see this in computer management in Windows 8.1

Faulting application name: Illustrator.exe, version: 21.0.2.242, time stamp: 0x5877e8f5

Faulting module name: atio6axx.dll, version: 6.14.10.13431, time stamp: 0x56effebc

Exception code: 0xc0000005

Fault offset: 0x0000000000157763

Faulting process id: 0x5004

Faulting application start time: 0x01d286f63583992a

Faulting application path: C:\Program Files\Adobe\Adobe Illustrator CC 2017\Support Files\Contents\Windows\Illustrator.exe

Faulting module path: C:\windows\SYSTEM32\atio6axx.dll

Report Id: 7c01b750-f2e9-11e6-82d4-acb57dc1e5c0

Faulting package full name:

Faulting package-relative application ID:

      This topic has been closed for replies.

      2 replies

      taylorh57338584
      taylorh57338584
      Participant
      June 8, 2017

      same problem

      event viewer:

      Faulting application name: Illustrator.exe, version: 21.0.2.242, time stamp: 0x5877e8f5

      Faulting module name: dvaui.dll, version: 11.0.0.0, time stamp: 0x5877e96e

      Exception code: 0xc0000005

      Fault offset: 0x000000000021f49b

      Faulting process id: 0x3410

      Faulting application start time: 0x01d2e07c241457ac

      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\dvaui.dll

      Report Id: 6cacd37b-c1fc-4ef3-92e7-d529c0fde508

      Faulting package full name:

      Faulting package-relative application ID:

      Om Nath Jha
      Om Nath Jha
      Legend
      June 9, 2017

      Hi Taylor,

      Looking at your Event Viewer logs, it seems to be the "graphic card" which is causing the crash. Please check if you have the updated drivers for your graphic card. If not, download and install it from it's respective website, restart the machine and re launch Illustrator.

      If the problem persists, please share the model of the graphic card used, driver version, OS and do update your Illustrator to the latest version that is 21.1.0.

      Regards,

      Om

      Macheon479
      Macheon479
      Participating Frequently
      August 29, 2017

      I am having this exact same issue since I upgraded to the latest version of Illustrator 2017.  I have an NVIDIA Quadro M1000M graphics card and I have updated to the latest drivers as well.  They are Release 384 posted on 8.17.2017.  Here is my error log.  Any time I copy any object, Illustrator crashes.  I am running Windows 10 Anniversary Update.  I have reinstalled several times, reset all settings, etc.  Copying ANY object immediately crashes Illustrator.

      Faulting application name: Illustrator.exe, version: 21.1.0.326, time stamp: 0x58c20f65

      Faulting module name: Illustrator.exe, version: 21.1.0.326, time stamp: 0x58c20f65

      Exception code: 0xc0000005

      Fault offset: 0x0000000000246570

      Faulting process id: 0x4140

      Faulting application start time: 0x01d3202f89b6d158

      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: d213d7b7-81c2-4bac-8fcc-4cd83dd7ed11

      Faulting package full name:

      Faulting package-relative application ID:

      Thanks,
      Edward

      Om Nath Jha
      Om Nath Jha
      Legend
      February 14, 2017

      Hi xdnv,

      Looking at the faulting module, it seems the ATI graphic card is the culprit here. Please check if the drivers are up to date for the GPU. Launch Illustrator from the program menu (without clicking on any file) and check.

      Regards,

      Om

      G
      guilersm32178834
      Participant
      February 21, 2017

      I have a similar problem, help !!

      Processor: INTEL CORE i5 4210U 1.70 GHZ CACHE L3 3 MB

      RAM: 6GB DDR3

      Graphics Card: NVIDIA GeForce GT 820M 2GB

      Driver version: 378.66 (updated)

      According to Event Viewer:

      Name of the application with errors: Illustrator.exe, version: 21.0.2.242, timestamp: 0x5877e8f5

      Name of the module with errors: Illustrator.exe, version: 21.0.2.242, timestamp: 0x5877e8f5

      Exception code: 0xc0000005

      Displacement errors: 0x00000000009aa2c6

      Process identifier with errors: 0x1c58

      Start time of application with errors: 0x01d28676ad847b12

      Error Path: C: \ Program Files \ Adobe \ Adobe Illustrator CC 2017 \ Support Files \ Contents \ Windows \ Illustrator.exe

      Path of the failed module: C: \ Program Files \ Adobe \ Adobe Illustrator CC 2017 \ Support Files \ Contents \ Windows \ Illustrator.exe

      Report ID: 692befd5-f26a-11e6-8331-28d244900841

      Full package name with errors:

      Relative application identifier of the buggy package:

      Om Nath Jha
      Om Nath Jha
      Legend
      February 27, 2017

      Hi Guilers,

      The error details you shared does not specify the possible cause of the crash. I would suggest you to start with resetting the preferences and re launch Illustrator to check. See : How to set preferences in Illustrator

      Regards,

      Om

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