Can't even create a new file. Illustrator crashes as soon as I do anything in the editor.

[BobDaGecko]

Whenever I try to create a new file or do anything in Illustrator it just freezes up or is very laggy. Photoshop gets very slow too. But in Illustrator it usually just freezes up then my screens reset and Illustrator then crashes. I don't know if this is an issue with my PC or Illustrator but I was using Illustrator just fine earlier today before it just broke. I really need help with this.

[marliton]

Hi. Please check if your computer meets the requirements for Illustrator: https://helpx.adobe.com/illustrator/system-requirements.html

These links can be helpful:

• https://community.adobe.com/t5/illustrator/resolve-slow-performance-and-unexpected-behaviors-in-illu...
• https://helpx.adobe.com/photoshop/kb/photoshop-slow-lags.html

[Anshul_Saini]

Hi there,

Sorry about the trouble. I would like to know if the suggestion share above by @marliton works for you? If not, I would request you to share a few more details like:

• OS and the exact version of Illustrator
• When did this start happening?
• Are there any recent changes made to your system? For example, any antivirus, system updates, plugins, or web extensions installed recently.

Also, I would suggest you try the following steps and let us know how it goes:

• Try running the app in Safe Mode  (Mac/ Windows) & Root/ Hidden Admin account (Mac/ Windows)?
• Rename the CEP folder to CEP.old from the following location:
  Windows - C:\Program Files (x86)\Common Files\Adobe
  Mac - /Library/Application Support/Adobe
• If that doesn't help, rename the extensions folder to extensions.old in the following location:
  Windows - C:\Program Files\Common Files\Adobe\UXP
  Mac - /Library/Application Support/Adobe/UXP 
• If that doesn't help either, uninstall the application using the CC Cleaner tool and reinstall it from the Creative Cloud Desktop app.

We will be looking forward to your response.

Thanks & Regards,

Anshul Saini

[BobDaGecko]

I have a very powerful PC I just built so incompatiblity wasn't the issue. The issue ended up being graphics drivers. Just installed the new driver and things are working fine now. Thanks for the help!

[rkinley53]

I'm having similar problems when opening a large file. It never does open up. Just gets stuck. How did you figure out it was graphic drivers and where did you find the drivers? I have Windows 10. 

[Anshul_Saini]

Hi @rkinley53,

Sorry to hear about your trouble and delayed response. You may visit this help article (https://helpx.adobe.com/x-productkb/multi/update-graphics-driver.html) to learn how to upgrade your graphics driver. If you don't know which GPU is installed on your system, then you may check out this third-part help article first (https://www.howtogeek.com/414201/how-to-check-what-graphics-card-gpu-is-in-your-pc/). I hope it helps!

Regards,

Anshul Saini

[Anshul_Saini]

Glad to hear that you figured out the issue, @BobDaGecko. Please feel free to reach out if you run into any other questions or issues in the future. We'd be happy to help.

Thanks & Regards

Anshul Saini