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Adobe Illustrator wont launch

New Here ,
Jan 11, 2023 Jan 11, 2023

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Illustrator keeps crashing on startup. 

 

See attached log:

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.5" clientVersion="4.8.0.5" applicationName="Adobe Illustrator" applicationVersion="27.1.1" build="196" source="Windows-Client" crashType="n/a">
<time year="2023" month="1" day="11" hour="23" minute="8" second="48" timeoffset="-180" timezone="Argentina Standard Time"/>
<user guid="6f017fdb-ca9a-425c-84cd-47e21bb91e14"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="22621" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="20349" machine="Intel(R) Core(TM) i5-10400F CPU @ 2.90GHz" model="Intel64 Family 6 Model 165 Stepping 3" cpuCount="12" cpuType="8664" cpuFreq="2904 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 980 Ti" description="NVIDIA GeForce GTX 980 Ti" driverDate="20220623000000.000000-000" driverVersion="31.0.15.1659" videoModeDescription="3840 x 2160 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_17C8&#38;SUBSYS_32331462&#38;REV_A1&#92;4&#38;35E0AEB3&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000000000000">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="1" address="0x00007FFA7D7C303F" symbolname="WacomMTInitialize"/>
<stackStatement index="2" address="0x00007FFA7D7823D4" symbolname="WacomMTInitialize"/>
<stackStatement index="3" address="0x00007FFB281D26BD" symbolname="BaseThreadInitThunk"/>
<stackStatement index="4" address="0x00007FFB2A1CDFB8" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x00000223EDF665B0"/>
<register name="RBX" value="0x0000022388DED1D0"/>
<register name="RCX" value="0x00000223862B9470"/>
<register name="RDX" value="0x00007F965CEA9750"/>
<register name="RSI" value="0x000000000000000F"/>
<register name="RDI" value="0x0074756F656D6954"/>
<register name="RSP" value="0x00000064209FFB58"/>
<register name="RBP" value="0x0000000000000000"/>
<register name="RIP" value="0x0000000000000000"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<dumpType>
Full
</dumpType>
<hbLogSessionDllStatus>

</hbLogSessionDllStatus>
</crash>

</crashreport>

 

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Community Expert ,
Jan 12, 2023 Jan 12, 2023

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Try solutions in the page below:
Fix common crash issues in simple steps 

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Adobe Employee ,
Jan 25, 2023 Jan 25, 2023

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Hello @annitac65394777,

 

Sorry to hear about the crash. The report shows that the crash is related to the Wacom device drivers installed on your computer. Would you mind manually removing and reinstalling the Wacom drivers by following the steps shared in this help article (https://support.wacom.com/hc/en-us/articles/1500006264541-How-do-I-uninstall-manually-and-re-install...) and checking if it helps?

 

Also, kindly share details about your Wacom device's exact model, the driver version, and the crash report by following the steps shared in this help article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html). While submitting the report, kindly use the same email account used here in the community so we can locate it quickly.

 

Looking forward to your response.

 

Thanks,

Anubhav

 

 

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