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Adobe illustrator cc 2017 has stopped working

New Here ,
Jun 16, 2017 Jun 16, 2017

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Hello Team,

I am trying to resolve one issue from long time and its getting trouble day by day.

All other application works fine but only illustrator getting crash.

Here is a event detail from desktop.

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: 0x0000000000366586

Faulting process id: 0x5ec

Faulting application start time: 0x01d2e66230b5d93c

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: 04925abe-525f-11e7-8258-74d435ac4499

Faulting package full name:

Faulting package-relative application ID:

Kindly help us to resolve this asap

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correct answers 1 Correct answer

Adobe Employee , Jun 27, 2017 Jun 27, 2017

Hi Nishant,

Thanks for the information. Please try to follow below mentioned steps

1) Copy one or 2 files on Primary HDD and check how it performs?

2) Reset preferences for Illustrator 

  • Close all Adobe applications
  • go to location C:\Users\User\AppData\Roaming\Adobe
  • Delete folders Adobe Illustrator and Adobe Illustrator 21 Settings
  • Launch Illustrator from creative cloud

3) If it still does not work, check performance in safe mode

...

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Adobe Employee ,
Jun 16, 2017 Jun 16, 2017

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Hi nishantm,

If I get your query Illustrator is crashing repeatedly.

In order to help you on this , I would need some more details like

Exact version windows and Illustrator

When does it crashes(On launch or while working on it) ?

If it crashes while working on it, does it crashes on a specific file or multiple files?

And where your files are saved(Local HDD or external drive or server(Network))?

Regards

Srishti

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New Here ,
Jun 27, 2017 Jun 27, 2017

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Hello here some more details are:

  1. Exact version windows 10 professional  and Illustrator CC 2017 12.1.0
  2. It crashes while working on it
  3. It's also crashes on a single file.
  4. We do have two hdd internal connected. one for OS and one for data. We are saving the file on secondary disk.

Regards

Nishant

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Adobe Employee ,
Jun 27, 2017 Jun 27, 2017

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Hi Nishant,

Thanks for the information. Please try to follow below mentioned steps

1) Copy one or 2 files on Primary HDD and check how it performs?

2) Reset preferences for Illustrator 

  • Close all Adobe applications
  • go to location C:\Users\User\AppData\Roaming\Adobe
  • Delete folders Adobe Illustrator and Adobe Illustrator 21 Settings
  • Launch Illustrator from creative cloud

3) If it still does not work, check performance in safe mode

4) If it still does not work Uninstall and reinstall from Creative cloud

  • Uninstall from creative cloud
  • Go to location C:\Program Files\Adobe\Adobe Illustrator CC 2017 and delete folder Adobe Illustrator CC 2017
  • Reinstall from Creative Cloud (make sure it is installed on primary HDD(C:\Program Files\Adobe) )

default location.png

Regards

Srishti

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Explorer ,
Apr 11, 2018 Apr 11, 2018

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THANK YOU for this!
I've been dealing with my Illustrator crashing on startup since day 2 after install... Tried reinstalling and deleting a bunch of different files to no avail.

Not until now at least. So deleting the mentioned folders in this location did the job for me: C:\Users\User\AppData\Roaming\Adobe

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Adobe Employee ,
Apr 12, 2018 Apr 12, 2018

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Hi patrickj85776599,

I am glad that it helped you. Do let us know if you run into any further issue, we would be glad to help you.

Regards,

Srishti

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New Here ,
Jan 07, 2019 Jan 07, 2019

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Please my Adobe illustrator cc 2017 has issues with the fill and stroke colours.

Anytime I click new file, the fill and stroke colours will be there but the moment I click "open" in the file option and copy a file like an exercise file, immediately the stroke and fill colours go away leaving only one colour which has the red diagonal line the box

Please what do I do ..

Thanks in advance

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Community Expert ,
Jan 08, 2019 Jan 08, 2019

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Samsho  schrieb

Please my Adobe illustrator cc 2017 has issues with the fill and stroke colours.

Anytime I click new file, the fill and stroke colours will be there but the moment I click "open" in the file option and copy a file like an exercise file, immediately the stroke and fill colours go away leaving only one colour which has the red diagonal line the box

Please what do I do ..

Thanks in advance

Do you get exactly the same issues as described in this thread? If not, please create a new thread and tell us exactly what is happening and your system and version.

Screenshots help as well.

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Explorer ,
Mar 17, 2021 Mar 17, 2021

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LATEST

Id like some help with Illustrtor crashing on my IMAC but cant find where to post  new thread.

I got a warning popup message  that i had s problemtic  file..it crashed..and has crashed a couple of dozen more times before I gave up for the day.

Thank you.

 

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