Participant

Question

Crash while using Illustrator 28.7.1 on Windows

Forum|Forum|1 year ago
September 6, 2024
7 replies
2969 views

Since 28.7.1 update it just keep crushing every 10 minutes. I have already checked the configuration of the virtual memory disks, updated drivers and windows. It happens with any file, regardless of size or content. It just stops and does not indicate any error code. My working day was ruined, extremely stressful. I find it unbelievable to pay so much for such a bad support.

Note: Renamed by Mod

Bug

This topic has been closed for replies.

V

Vlad Iftimescu

Participant

I have the same problem, keeps crashing every 10-20 min. Just freezes and then the crash message comes in and closes. Had to roll back to the 27 build which works.

S

santiagom4784455Author

Participant

It's been 20 days and I still haven't received an answer that solves the problem from the Adobe team, I have not been able to use a work tool that I am paying for. The program keeps closing automatically every few minutes without delivering any warning or error message. I tried disabling the zoom animations, and also changing the preview to CPU (in case it was a video driver incompatibility, which I doubt, because they are up to date and work fine), it still doesn't work. I uninstalled and reinstalled. Nothing worked and there is no real attention from the technical service, only generic solutions.

Anubhav M

Community Manager

Hello @santiagom4784455,

I am truly sorry for the experience that you had. I have sent you a DM. Kindly check.

Anubhav

JanineG.

Inspiring

Hi,

I had very similar issues with my laptop, took me two days until I gave in, nothing has worked.
1. Reset preference for AI.
2. Uninstalled AI and ran the AdobeCreativeCloudCleanerTool afterwards, then reinstalled.

Surprise, surprise, didn't work. This time I didn't even get error messages anymore. The AI start screen would come on for a few seconds and then nothing.

3. Uninstalled AI again, this time with the creative_cloud_uninstaller, then deleted any AI traces/folders left manually.

4. Then uninstalled CC also with creative_cloud_uninstaller

5. Cleared my laptop from any temporary files and then reinstalled CC and AI after. Hallelhuja, I was back in the game. ^^

This afternoon, when I just got AI working on my laptop again, I decided to do some work in AI on my Desktop PC, and you won't believe what happened. Within 30 minutes AI crashed as well and I never got it working again. It would flash for a few seconds and then throw the same error message at me as it did on my laptop the last two days, sreenshot attached.

The SwatchLibs.aip plugin is the culprit, I am pretty sure, cannot be conincidense that it messed with both of my devices.

@Anubhav M could this be checked by the developers, please. Screenshot attached, unfortunately, I deleted the crash report after getting my laptop working again, not in my dreams was thinking that I would have to go through the same with my PC as well. Anyhow, googled the error yesterday, so have some of the error in my browsing history. It was crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x0000000000000

No issue with GPU on any of my devices.

Thanks,
J

JanineG.

Inspiring

@santiagom4784455 More and more reports of the same issue are coming in, 5 in in the last couple of hours alone. Is anybody actually looking at this.

Mine has crashed again, same issue, the the SwatchLibs.aip plugin!!!

If I delete the plugin as suggested in the message, how would one get it back??? Screenshot from today attached.

Anubhav M

Community Manager

Hello @JanineG., @x80,

I am sorry to hear about your experience. For help with plugin issues, kindly try the suggestions shared here (https://adobe.ly/4eeqyaM) and let us know if they help.

If Illustrator continues to crash, kindly try the suggestions in this help article (https://adobe.ly/4eePOOa) and check if it helps. 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/47L6aM4). We appreciate your time and patience in helping us resolve this issue.

Thanks,
Anubhav

B

boneadventure

Participating Frequently

Same problem, 28.7.1 constantly crashes. In the Windows event log there is a record of the Illustrator error: Faulting module name: ntdll.dll. Had to roll back to 28.6

vaughndacity

Participant

I updated to 28.7.1 and Illustrator has been crashing within a few minutes. I re-installed Illustrator, my GPU is up to date and meets my system requirements, I also also tried unchecking the animated zoom. I'm going crazy trying to fix this!

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ItaloBarbiero

Participant

Hey, I had the same problem and it seems like it is gone now.

I disabled Animated Zoom and looks like it's working now. I've been working for a couple of hours now and before that, I couldn't have it working for more than 10 min without crashing. Hope that helps.

EDIT > PREFERENCES > PERFORMANCE > Animated Zoom (uncheck)

If it keeps happening, try disabling Real Time Drawing too (in the same page).

Monika Gause

Community Expert

Did you already reboot the computer and reset the Illustrator preferences?

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santiagom4784455Author

Participant

Yes, it did work... just like for 20 minutes, and then again, crush every 5-10 minutes.

Anubhav M

Community Manager

Hello @santiagom4784455,

We understand how frustrating it can be to encounter crashes in the middle of work. Would you mind trying the suggestions shared in this help article (https://adobe.ly/3AXAyGy) and checking 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/3AXAyX4). We appreciate your time and patience in helping us resolve this issue.

Thanks.
Anubhav

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