Crash when using Illustrator 28.7.1 - macOS 14.6.1

[FashionOperator]

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!!

[Srishti Bali]

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

[FashionOperator]

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]

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

[Kayla23009076g4sx]

I just googled this because I have the same exact issue. It's been happening since I specifically upgraded my Mac to accomodate the demands of Illustrator. Super frustrating and no good answers. 

[Anubhav M]

Hello @Kayla23009076g4sx,

I am sorry to hear about your experience. Would you mind sharing more details of your exact workflow when this happens, if Illustrator behaves this way when working with a specific file/tool and if you could share the Crash Report here, so I can check it with the team?

Looking forward to hearing from you.

Thanks,
Anubhav

[FashionOperator]

I've emailed the crash report to sharewithai@adobe.com

I'm also testing illustrator now after uninstalling and reinstalling again.

testing might take couple days to see if a crash might happen again.

thanks

[Anubhav M]

Hello @FashionOperator,

Thanks for confirming. I was unable to locate the crash report using the email address you've used here on the community. Would you mind saving the Crash Report on your computer, uploading it to Dropbox/Google Drive/etc. and sharing a public link here so I can check it with the team?

Looking forward to hearing from you.

Thanks,

Anubhav

[FashionOperator]

https://www.dropbox.com/scl/fi/tomkehvmtp5e9zp5tvj7o/crash-report-ai.zip?rlkey=f7ezxoqg7t78xvdky1954...

[Anubhav M]

Hello @FashionOperator,

Thanks for sharing the link. It seems it does not include the crash logs from the Crash Reporter. Would you mind re-uploading them so we can check it with the team?

Looking forward to hearing from you.

Thanks,

Anubhav

[robynallura]

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:

1. Ensure that your computer meets the minimum system requirements.
2. Update Illustrator to the latest version for improved product stability. Ensure that you restart your computer after the update.
3. Back up and reset your app preferences to ensure that none of them are corrupt.
4. Check the System Compatibility Report for outdated GPU driver issues. Update your GPU drivers now if you haven't yet.
5. 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

[addiezilla]

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]

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

[Sabrina24546414mfr0]

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.

[Anshul_Saini]

Hi @Sabrina24546414mfr0,

I’m so sorry to hear about the constant crashing you’re experiencing with Illustrator! To help us track down the issue quickly, could you kindly submit the crash report using your Adobe email address? It will make it easier to diagnose the problem. You can find the steps for submitting the report here: https://adobe.ly/4d4nFba

Also, could you please confirm the folder or location where your files are saved? Is there any pattern, or what was the last action performed before the crash? This could provide us with more insights into what’s going on.

Thank you so much, and I’m really hoping we can get this resolved for you soon!

Best regards,
Anshul Saini

[FashionOperator]

The crash happened again and again and again..

I've emailed the report to sharewithai@adobe.com

but as always I get a response that it was unable to receive the report for nonsense resons..

It is attached with this post and also here is a link of wetransfer where you can also download the report and maybe one day someone will do something about it..

https://we.tl/t-0Et6MOL1Gm

[FashionOperator]

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]

Hello @FashionOperator,

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

Anubhav

[robynallura]

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:

1. Ensure that your computer meets the minimum system requirements.
2. Update Illustrator to the latest version for improved product stability. Ensure that you restart your computer after the update.
3. Back up and reset your app preferences to ensure that none of them are corrupt.
4. Check the System Compatibility Report for outdated GPU driver issues. Update your GPU drivers now if you haven't yet.
5. 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]

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

[robynallura]

Hi Anshul



I haven’t been able to locate the message, could you point me in the right direction?



We are still experiencing consistent issues and have been unable to use the program.



Many thanks

Robyn

From: Adobe Community Mailer
Sent: Monday, 7 October 2024 11:45 PM
To: Robyn Lazenby
Subject: Anshul_Saini mentioned you in Adobe Community






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Anshul_Saini (Adobe Employee) mentioned you in a post! Join the conversation below:


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[Illustrator Discussions] <> Re: Crash when using Illustrator 28.7.1 - macOS 14.6.1 <>

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

Reply





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[Anubhav M]

Hello @robynallura,

To check your messages, kindly click on the message icon in the top right corner of the page.

Feel free to reach out if you more questions or need assistance. We'd be happy to help.

Anubhav