Crashes in Illustrator 28 on macOS Sonoma 14.5

[zandwacht]

Illustrator 28 on MacOS Sonoma 14.5 been crashing for weeks. I've installed various updates to v28.

It happens even after a fresh boot when nothing else is running. Usually during any kind of file operation (save, open, place, export), but I've also known it to happen when moving an object.

Mac Studio Ultra, 128Gb ram.

{Renamed by MOD}

[zandwacht]

Also: I tried resetting prefs, didn't help.

[Monika Gause]

What's in your files?

Where do you save files?

Is a printer connected, turned on and set up as the default printer?

[zandwacht]

I'm saving files locally to my internal SSD.

I've known tis to happen with every file I have: from a single artboard with 1 object, or 24 HD artboards with linked assets.

[Anubhav M]

Hello @zandwacht,

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/3ZC13eR) and checking 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/3ZEtSaD). We appreciate your time and patience in helping us resolve this issue. 

Thanks,
Anubhav

[zandwacht]

As you can read from my post, I tried those steps.

[Anubhav M]

Hello @zandwacht,

Thanks for confirming. Would you mind sharing the crash logs so I can check them with the team?

Looking forward to hearing from you.

Thanks,

Anubhav

[zandwacht]

I've disabled crash reports in the dialog a while back, because there were too many crashes. How do I re-enable them? Can't find them in Console either, Adobe is not using the MacOS native crash reports?

[Anubhav M]

Hello @zandwacht,

Thanks for confirming. In such cases, you could try manually resetting Illustrator's preferences and checking if it helps:

For macOS

• 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 28 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 28 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:

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders, the location of which is mentioned above.


Looking forward to hearing from you.

Thanks,

Anubhav

[zandwacht]

I've already reset my preferences weeks ago, as I wrote.

I was asking how I can re-enable the crash reports dialog so I can start sending you crash reports again. I've send crash reports in the past, never gotten an answer. Does Adobe answer crash reports users send, or follow up on them via email?

[Srishti Bali]

Hi @zandwacht

Apologies for the inconvenience. The crash logs you submit are sent to our crash reporter team, and we have the ability to retrieve them from there. Typically, we don't respond to every crash report, but in certain cases, such as when there's a high volume of reports, we may reach out to one or two recent users for additional information.

To re-enable the crash reporter dialog, you can follow these steps:

• macOSCmd+click the illustraor app icon and choose Show Package Contents.
• Select Contents > Frameworks > AdobeCrashReporter.framework.
• Cmd+click the alias named AdobeCrashReporter and select Show Original.
• Double-click Adobe Crash Reporter (Red A app icon, not the black AdobeCrashReporter UNIX executable file).
• Choose Always Show This Dialog and click Done

Hope this helps! 

Regards,

Srishti

[zandwacht]

Thanks, I reenabled the dialog and will keep on sending crash logs in coming weeks. 

It's a little sad that paying users like me don't get answers or follow-up to bug reports, I will have no idea about the status of the bug as my software keeps crashing, can't track if it was confirmed or reproduced...