can't open files. AI crashes

[jalvarado715]

Ive recently had a problem with opening previously saved files in AI. it crashes and "quits unexpectedly" It also crashes after saving a file. already contacted adobe customer support, apple and back to customer support. all other apps function normally

Mac OsX high sierra

Illustrator CC 2018

heres the crash report

Illustrator Crash Log - "can't open files. AI crashes" - Pastebin.com

[crash log moved to Pastebin by moderator, please do not paste crash reports directly into forum posts]

[innovative_adventurer5D56]

try to update the system on line, for cc 2018 you need the latest version.

[Monika Gause]

Please don't post Crash reports in the forum. Makes threads unusable.

What's in the file?

Where did you save it?

Did you already rebuild the preferences?

Is a printer connected and turned on?

[jalvarado715]

sorry about the crash report.

I am am on the latest Version of AI

its any file. Even a simple line drawing with only 5 pen strokes.

Its saved on in the local drive. Desktop to be exact

I’ve deleted all the preferenc files and tried again.

Ive uninstalled and reinstalled printer and set to default

[Monika Gause]

Can you try and delete the contents of the OOBE folder as described in here:

Adobe Creative Cloud desktop app doesn't open or shows a spinning progress wheel

If that doesn't work, please contact support.

Contact Customer Care

[jalvarado715]

Ive done both of those things. Customer care couldn’t figure it out. It works on the root profile, just not my personal profile

[Monika Gause · Accepted solution]

Then it looks like your profile is damaged.

This happens.

You could try and create a new user profile on the machine and see if that works

[jalvarado715]

I did try try that and it did work. But I would hate to lose the stuff on my profile or try to get it moved over. Any suggestions for fixing the profile?

[wrensauer]

Hi Jalvarado,

Here's a resource on troubleshooting your user profile: Troubleshoot unexpected behavior in specific user account | Mac OS

Let us know if you need further assistance.

Best,

Wren