Adobe Illustrator keeps freezing. Windows 11, AMD Radeon RX 6600M GPU.

[Akshay Ramnani]

Illustrator (26.2.1) freezes up and goes into the "Not Responding" state, which requires me to close the app and restart it, losing unsaved work in the process. I'm simply unable to work like this. I have a brand new laptop, the specs are as follows:

HP OMEN 16 - C0140AX

OS: Windows 11

RAM :16gb

CPU: AMD Ryzen 7 5800H

GPU: AMD Radeon RX 6600M (8gb)


I've tried updating Illustrator, Creative Cloud, GPU drivers, Display Drivers, etc. I've also tried restarting the laptop several times, updating AMD Adrenaline software, disabled auto-brightness, disabled gpu scaling, set the GPU as the default for Illustrator, resetting preferences file, but NONE of this has helped. Please help me. This is seriously affecting my daily work.

[kevin stohlmeyer]

What happens if you completely disable GPU in Illustrator preferences/Performance?

[Akshay Ramnani]

It still freezes after some time.

Although, disbaling the GPU also disables the smooth animated zoom in/zoom out using Control + Space + moving the mouse left or right. This is something that really helps with my workflow and disabling it causes a lot of disruption in my work, greatly reducing my productivity. This is why I NEED the GPU to be enabled.

[Anshul_Saini]

HI @Akshay Ramnani,

We are sorry to hear about your trouble. Multiple users have reported a similar issue on macOS & Windows machines, and there are various things workarounds that work from them are as follows:

1.  Turn off GPU Performance from the Illustrator preferences > Performance > uncheck GPU performance
2.  Try running the app under a different Administrator account
3.  Reinstalling Windows 11 or installing Windows 10
4.  Reinstall the previous version of Illustrator

We have logged a bug with the product team for this issue, and they are currently reviewing it. Please try these workarounds and let us know if any of them works for you. We will reach out to you again for more information as the investigation progresses.

Apologies again for the trouble!

Thanks & Regards,

Anshul Saini

[Akshay Ramnani]

Hello Anshul,

Disabling the GPU does not help and is something I'd prefer not to do (please see my comment above). I've also tried running it as an Admin and also reinstalled Illustrator and Creative Cloud itself, but nothing has helped. Is there any alternative solution? Other than reinstalling Windows 11?

[Anshul_Saini]

Thanks for confirming that, @Akshay Ramnani. I'd recommend you connect with our technical support team (https://helpx.adobe.com/contact.html?rghtup=autoOpen). The team here would try to help perform remote troubleshooting. Let us know if the issue gets resolved or not.

Regards,

Anshul Saini