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Dropdown menu won't close

New Here ,
Nov 15, 2022 Nov 15, 2022

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When I go to Edit/Preferences I can't get out of it. The screen takes over the my desktop and I can't scroll down to find the Save button (if there is one).  I try to close the program with the X in the upper corner. Doesn't work. Tried Control Alt Delete. Doesn't work. Tried Control/minus  to shrink the screen hoping that I just need to scroll down to see Save. Nope. Tried reducing the graphic display to shrink the screen (hoping again to find a Save button). Nope.

Last night a similar dropdown screen froze and I had to turn off my laptop. Even though I autosaved the file to my desktop and cloud, the files that were saved were 5 hours old and missing major parts of my project.

Note: I received numerous (3?) AI crash notices and events earlier in the evening. 

Help! I'm wasting too much time and patience!

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Bug , Performance

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Community Expert ,
Nov 16, 2022 Nov 16, 2022

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Without any actual system info, crash logs and a screenshot we can't tell you much. Simply sounds like a fundamental issue liek your graphics driver needing an update (or for that matter your input device) or the system not meeting other requirements. Anyway, you have to be much, much more specific.

 

Mylenium

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Community Expert ,
Nov 16, 2022 Nov 16, 2022

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Please contact Customer Care and have them take a look into your system: https://helpx.adobe.com/contact.html

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Adobe Employee ,
Nov 30, 2022 Nov 30, 2022

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Hello @Anteater52,

 

Sorry to hear about this experience and for the late response. I hope the problem is resolved by now. If not, kindly try the suggestions shared in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and check if it helps.

Also, kindly share the crash report by following the steps shared in this help article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html). While submitting the report, kindly use the same email account used here in the community so we can locate it quickly.

 

Looking forward to your response.

 

Thanks,

Anubhav

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