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adventurous_mind06535
Participant
March 12, 2024
Question

crashing after update 28.3 when i click 3d and materials

  • March 12, 2024
  • 2 replies
  • 1257 views

saw it updated 6 days ago, but now everytime i click "3d and materials" spinning wheel pops up for a second and poof, illustrator crashes and wants to send report to apple. happened at least a dozen times today. Im not an IT guy and nobody at work can help me. should i just reinstall or something?  and does apple ever respond to those crash reports with helpful solutions?

    This topic has been closed for replies.

    2 replies

    S
    stevem72501791
    Participant
    March 22, 2024

    I am also having this issue. Even after I restarted my computer and ran the Adobe Cleaner tool with a fresh reinstall of all the apps. This only happened after I tried downloading the community 3d material assets.

     

    Please Help.

    Here is my crash report:

    <?xml version="1.0"?>
    <!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
    <crashreport serviceVersion="13.3.0.202309261106_6045afe" clientVersion="13.3.0.202309261106_6045afe" applicationName="Adobe Illustrator" applicationVersion="28.3.0" build="94" source="Windows-Client" crashType="n/a">
    <time year="2024" month="3" day="22" hour="11" minute="4" second="41" timeoffset="-480" timezone="Pacific Daylight Time (Mexico)"/>
    <user guid="29485522-d980-441c-86ba-0af199af246f"/>
    <system platform="Windows 10 Home" osversion="10.0" osbuild="19045" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="32670" machine="Intel(R) Core(TM) i7-7700K CPU @ 4.20GHz" model="Intel64 Family 6 Model 158 Stepping 9" cpuCount="8" cpuType="8664" cpuFreq="4200 MHz" processorArchitecture="9"/>
    <gpu>
    <gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 1080 Ti" description="NVIDIA GeForce GTX 1080 Ti" driverDate="20230608000000.000000-000" driverVersion="31.0.15.3623" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_1B06&#38;SUBSYS_85F11043&#38;REV_A1&#92;4&#38;35D4F288&#38;0&#38;0008" installedDisplayDrivers="nvldumdx.dll"/>
    </gpu>
    <crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFE0428E58C">
    <backtrace crashedThread="0">
    <thread index="0">
    <stackStatement index="0" address="0x00007FFE0428E58C" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="1" address="0x00007FFE0427FA24" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="2" address="0x00007FFE04267C22" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="3" address="0x00007FFE0426D8FF" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="4" address="0x00007FFE0426D0B1" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="5" address="0x00007FFE0426AFD0" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="6" address="0x00007FFE0426B0A5" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="7" address="0x00007FFE0426927D" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="8" address="0x00007FFE0425E478" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="9" address="0x00007FFE04257422" symbolname="substanceLinkerGetEnginesList"/>
    <stackStatement index="10" address="0x00007FFE042527A1" symbolname="substanceLinkerContextSetCallback"/>
    <stackStatement index="11" address="0x00007FFE0431D84F" symbolname="main"/>
    <stackStatement index="12" address="0x00007FFE04314D02" symbolname="main"/>
    <stackStatement index="13" address="0x00007FFE04315184" symbolname="main"/>
    <stackStatement index="14" address="0x00007FFE043141F9" symbolname="main"/>
    <stackStatement index="15" address="0x00007FFE04313FF9" symbolname="main"/>
    <stackStatement index="16" address="0x00007FFEA8261BB2" symbolname="configthreadlocale"/>
    <stackStatement index="17" address="0x00007FFEAA0D7344" symbolname="BaseThreadInitThunk"/>
    <stackStatement index="18" address="0x00007FFEAA3826B1" symbolname="RtlUserThreadStart"/>
    </thread>
    </backtrace>
    <registerSet>
    <register name="RAX" value="0x0000000000000000"/>
    <register name="RBX" value="0x00000000000E6A60"/>
    <register name="RCX" value="0x00007FFE0428E587"/>
    <register name="RDX" value="0x000000000000ED00"/>
    <register name="RSI" value="0x0000000C856FE5C8"/>
    <register name="RDI" value="0x000001A01A44DAB0"/>
    <register name="RSP" value="0x0000000C856FE430"/>
    <register name="RBP" value="0x0000000C856FF0B8"/>
    <register name="RIP" value="0x00007FFE0428E58C"/>
    <register name="EFL" value="0x0000000000010206"/>
    <register name="LastExceptionToRip" value="0x0000000000000000"/>
    <register name="LastExceptionFromRip" value="0x0000000000000000"/>
    </registerSet>

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    <dumpType>
    Full
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    <hbLogSessionDllStatus>

    </hbLogSessionDllStatus>
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    <sessionId>
    dbf815f5-7ab9-45a9-897e-fba58cfae8be
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    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    March 22, 2024

    Hello @stevem72501791,

    We understand how frustrating it can be to encounter crashes in the middle of work. Would you mind performing a clean reinstallation of the GPU drivers (Intel / NVIDIA / AMD) and setting the Graphics Preference to High-Performance for Illustrator (https://adobe.ly/3x6YWDX) and checking if it helps?

    Also, try the suggestions shared in this help article (https://adobe.ly/3TsSE8T) and share your observations. We appreciate your time and patience in helping us resolve this issue.

    Thanks,
    Anubhav

    S
    stevem72501791
    Participant
    March 23, 2024
    Hello, I followed your suggestions and I am still having an illustrator
    crash happen only when I select the 3d and Materials option.

    --
    Steve McClain
    Graphic designer
    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    March 12, 2024

    Hi @adventurous_mind06535,

     

    I'm sorry to hear about the trouble you're facing with Illustrator crashing after the recent update. It's definitely frustrating when you're in the middle of your work and encounter such issues.

     

    Before considering a reinstallation, I'd recommend trying some troubleshooting steps first. You can find some helpful tips for resolving crashes in Illustrator in this help article: https://adobe.ly/49L92sk. Give those a shot and see if they help alleviate the crashing issue.

     

    If the troubleshooting steps from the article don't resolve the issue, please let us know. It would also be helpful if you could share the details of your device, operating system and Illustrator version so we can further investigate the problem and provide more targeted assistance.

     

    Hang in there, and we'll do our best to get this sorted out for you!

     

    Best regards,

    Anshul Saini

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