Participating Frequently

Question

Crash when using Illustrator 28.7.1 - macOS 14.6.1

Forum|Forum|1 year ago
September 17, 2024
4 replies
6004 views

Illustrator 2024 Keeps Crashing constantly over and over again for no reason.

I'm using the latest version with the latest updates on a super powerful laptop.

I'm not even working on a complex documents neither 3D.

It's mostly crashing while simply using the pen tool in black and while!!

Auto save recovery is also not saving the work as it should be, recovered documents are coming out blank empty.

Support can only guide you to reset preferences... can't get anything out of the report and can't even guide you where to send the report for tech support to analyze it properly.

very frustrated, lost so much time and effort and still can't get a real support!!

This topic has been closed for replies.

robynallura

Participant

Hi, I have been experiencing the same problems for over a month now and am unable to use Adobe Illustrator. We have taken all the steps outlined in the help article including:

Ensure that your computer meets the minimum system requirements.
Update Illustrator to the latest version for improved product stability. Ensure that you restart your computer after the update.
Back up and reset your app preferences to ensure that none of them are corrupt.
Check the System Compatibility Report for outdated GPU driver issues. Update your GPU drivers now if you haven't yet.
Use the Creative Cloud Cleaner tool to perform a clean reinstall of Illustrator.

The system still keeps crashing. Could you provide any further assistance as the work we need to do has become very time critical? Many thanks

Anshul_Saini

Community Manager

Hi @robynallura,

I understand how frustrating it must be to experience these issues, especially with time-sensitive work. I’ve sent you a direct message to assist you further. Please check your messages!

Thank you for your patience!

Best,

Anshul Saini

S

Sabrina24546414mfr0

Participant

Oct 1, 2024

I am also having this issue since. It is recent, never had it before on this laptop, or using the same files.

Illustrator version: 28.7.1

Running Sequoia 15

Constant crashing and it is so annoying. Does not save.

F

FashionOperatorAuthor

Participating Frequently

I'm still using Sonoma and so worried to get an update to Sequoia just because Adobe Illustrator is always crashing.

They have a major problem in both versions as we are experiencing and it has been days of sending tons of emails without getting a single logic answer of what's going on and how to solve it. I've tried litterly everything you can possibly imagine..

Anubhav M

Community Manager

Hello @FashionOperator,

Thanks for sharing the logs. Kindly allow me some time to check this with the team.

Anubhav

addiezilla

Participant

I'm having this issue too – no auto-save recovery, no crash dialog box when I relaunch. The constant crashing has been an issue since the latest update (v28.7.1) I am incredibly frustrated and unsure how to resolve this issue.

Anubhav M

Community Manager

Hello @addiezilla,

I am sorry to hear about the trouble you're having. Would you mind confirming the version of the OS installed on your computer and if Illustrator behaves this way when working on a particular file or using a specific feature so we can better assist you?

Looking forward to hearing from you.

Thanks,

Anubhav

Srishti Bali

Community Manager

Hi @FashionOperator,

We sincerely apologize for the inconvenience you're experiencing. These types of issues often occur due to corrupted preferences or conflicts with other apps, which is likely why the support team recommended resetting preferences. You can also back up your preferences and reset them temporarily for testing.

To help us assist you better, could you provide a few details about the issue?

Your OS and Illustrator version
When did this problem start? Was it after the recent update v28.7.1?
Is the issue happening with a specific file?
Have there been any new updates or apps installed recently?

We're here to assist you—just need a bit more information.

Best regards,
Srishti

F

FashionOperatorAuthor

Participating Frequently

Hi Srishti,

I'm testing now after reseting preferences, but it's hard to tell, it could happen suddenly any time.

OS and Illustrator version (Sonoma 14.6.1 (23G93), Illustrator 2024 V.28.7.1
Problem started since I got this brand new macbook, I was previously using a macbook air i5 2013 and I didn't have this problem even though it was very slow, but no crashes.
I believe crashes stopped after the previous update, for like 2 weeks, and started again after the latest update 28.7.1
No specific file, could happen any time on any file, but mostly when refining details using the pen tool.
Ironically it never happens when using image trace for example, though it requires high processing.
I can't tell if there's a conflit with other app, but I believe the report must give enough details on where to look and how to solve the problem.
I hope you guide me to deliver the report to the corresponding technical team, the experts should have a look at it and give us consultation.

Thanks

Anubhav M

Community Manager

Hello @FashionOperator,

Thanks for sharing the details. If the problem shows up again, kindly try the suggestions shared in this help article (https://adobe.ly/4eqLhrp) and check if they help. Also, kindly submit the crash report using your Adobe email address and share it here for quick tracking. Steps are shared here: (https://adobe.ly/4d4nFba). We appreciate your time and patience in helping us resolve this issue.

Thanks,
Anubhav

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