AI crashes on New Document since MacOS Big Sur 11.6 update

Forum|Forum|4 years ago
September 26, 2021
5 replies
1058 views

Does what it says in the title.

I finally did a complete uninstall and clean of adobe apps / prefs / support (using tools then manuually searching) and then did a complete clean install of everything. Same problem persists.

iMac Retina 5K, 2019

6.6GHz 8-core i9

4-GB 2667 MHz DDR4

Radeon Ori Vega 48 8 GB

Report attached.

Any help appreciated.

AdobeAIReport.zip

This topic has been closed for replies.

Correct answer airey773

Everything with a modified date prior to 2021. I had a mountain of older files/folders in there. Sorry I can't be more clear!

For anyone else I would recommend doing a complete uninstall of Adobe apps, run the Adobe cleaner tool and then manually go through the various folders. Then do a reinstall. It's sounds like more work than it is.

A

airey773Author

Inspiring

I've fixed this now.

Completely reinstalled MacOS Big Sur - no fix.
Ensured I turned off all Adobe fonts and uninstalled Extensis Suitcase - no fix
Reset FontBook - no fix.
Again manually scoured the folders and removed most of the Adobe 'Application Support' folder contents, not just some folders referenced in online searches) as there were files going back some years. - fixed.

Anshul_Saini

Community Manager

Glad to hear that. Could you please share which folders you deleted from the Adobe Application Support folder? It may help others facing the same issue. If you recall the folders, please share their name or screenshot.

Regards,

Anshul Saini

A

airey773AuthorCorrect answer

Inspiring

Everything with a modified date prior to 2021. I had a mountain of older files/folders in there. Sorry I can't be more clear!

For anyone else I would recommend doing a complete uninstall of Adobe apps, run the Adobe cleaner tool and then manually go through the various folders. Then do a reinstall. It's sounds like more work than it is.

RVSPHIL

Participating Frequently

Having a similar issue. Sometimes I can get AI to start, but the second I attempt to open an AI file (one I used just 2 days ago), the whole program freezes/crashes. So....adobe pushed an update yesterday or last night? So frustrating.

Anshul_Saini

Community Manager

Hi there,

Sorry about the trouble. Please share the details as asked above and try the suggestions as shared above. Also, the last Illlustrtaor update was released in July.

I will be looking forward to hearing from you.

Regards,

Anshul Saini

Anshul_Saini

Community Manager

Hi there,

Sorry about the crashing. I know that's really frustrating! I would request you to share a few more details like:

Submit the crash report by following the steps suggested here (https://helpx.adobe.com/in/indesign/kb/submit-crash-reports.html).
While submitting the crash report, please use the same email address with which you are signed in on this community. This will help us find the crash report and help accordingly.
Does it crash after a particular action?
Where are your documents saved (Network Drive/ System HDD/ Shared Folder on System/ External HDD)?
Are there any recent changes made to your system after updating macOS v11.6? For example, any antivirus, plugins, or web extensions installed recently.

Also, you may try running the app in Safe Mode (Mac) & Root account (Mac). Let us know how it goes.

We will be looking forward to your response.

Thanks & Regards,

Anshul Saini