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R
RYPEA
Participant
April 30, 2022
Question

Adobe Illustrator Freezes When Opening New File or Existing Files

  • April 30, 2022
  • 2 replies
  • 3314 views

My Adobe Illustrator has suddenly started freezing when attempting to create a new file or open an existing file on my iMac Pro with MacOS Monterey 12.3.1 with the latest Adobe Illustrator.


It seems to be a GPU issue as Illustator works in CPU. I have re-installed Illustrator, Creative Cloud and even the entire MacOS operating system after a suggestion by Adobe support. I have also cleared perference files, caches and ensured permissions are correct.

 

On my latest chat with support I was instructed to downgrade my operating system as they are aware of the issue however downgrading isn't easy on a Mac and feasible.

 

What could be causing this issue? Illustrator has been working well under the latest updates up until this week, so its quite sudden. Are you aware of the issue and working to fix this?

    This topic has been closed for replies.

    2 replies

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    May 2, 2022

    Hello @RYPEA,

     

    Sorry to hear about the freezing issues. This is not the experience we want you to have. Would you mind sharing a few more details like:

     

     

    This information will really help us. I am looking forward to your response.

     

    Thanks,

    Anubhav

    R
    RYPEAAuthor
    Participant
    May 2, 2022

    Illustrator v. 26.2.1

    I have also attached screenshot of the About this Mac window and Spindump.

    I will private message the SPX file now.

     

    Thank you,

     

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    May 25, 2022

    Hi @RYPEA,

     

    Thanks for sharing the details. Would you mind checking if you turn on GPU performance after updating macOS 12.4 and updating Ai to v26.3.1 helps resolve the issue or not?

     

    Also, in multiple cases, we have found that the issue is related to third-party fonts. Clearing fonts caches, validating fonts, and removing 3rd Party fonts may help in resolving this issue. The steps are shared here.

     

    Please confirm if this helps you out.

     

    Regards,

    Anshul Saini

    marliton
    Community Expert
    marlitonCommunity Expert
    Community Expert
    April 30, 2022

    Hi. If you suspect is a GPU performance you can disable the "GPU Performance" option on Preferences > Performance.

     

    Marlon Ceballos
    R
    RYPEAAuthor
    Participant
    May 2, 2022

    GPU performance is an absolute neccessity when designing, and turning it off should not be any solution. CPU is clunky. There is no point having a state of the art computer system if the software crashes when trying to use GPU.

    marliton
    Community Expert
    marlitonCommunity Expert
    Community Expert
    May 2, 2022

    Hi. The point of disabling the "GPU Performance" option is to know if that is the problem and then you can focus in fix the issue.

     

    Marlon Ceballos
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