Crashes and issues following App updates

New Here ,
Apr 11, 2022 Apr 11, 2022

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Every time there is an update to Illustrator I experience multiple crashes and issues. Following an update the app just will not launch, goes through the process but cannot load, I have to uninstall and then install - this has happened multiple times. Then there are the constant crashes - I can't calculate how much work and time I have lost due to this. I pay a subscription for software - please make sure it is fully tested and stable BEFORE you release it - you do not pay us to test.

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Adobe Community Professional ,
Apr 11, 2022 Apr 11, 2022

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Have you tried resetting your preferences?

Sometimes its an easy fix to cleanup anything from an update.

Kevin Stohlmeyer
Adobe Community Professional/Adobe Certified Instructor

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New Here ,
Apr 11, 2022 Apr 11, 2022

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Thanks Kevin - the issue is I cannot open Illustrator following an update and so cannot reset my preferences - I think before I hit update in the creative cloud app next time, I will reset any prefs and then update. Fingers crossed that works.

 

 

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Adobe Community Professional ,
Apr 11, 2022 Apr 11, 2022

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Hold down after launch prior to the splash screen appearing:

Shift+Cmd+Ctrl+Opt (mac)

Shfit+Alt+Ctrl (Win)

Thtat will reset your preferences.

Kevin Stohlmeyer
Adobe Community Professional/Adobe Certified Instructor

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Adobe Employee ,
Apr 13, 2022 Apr 13, 2022

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Hello @themarvelousmrsd,

 

Sorry to hear about the experience. I hope the steps provided by Kevin helped resolve the problem. If not, kindly follow these steps to manually delete the preferences for Illustrator:

 

• Close all Adobe applications.
• Go to the following locations
• ~/Library/Caches
• ~/Library/Application Support/Adobe
• ~/Library/Preferences
• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 26 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 26 Settings.old
• Launch Illustrator from the Creative Cloud.

 

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

Anshul_Saini_0-1643743865628.png

 

Also, try running the app in Safe Mode & Root account and share your observations with us.

 

Looking forward to hearing from you.

 

Thanks,

Anubhav

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