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Even after downgrading to Illustrator 26, PC crashes after a while

Explorer ,
Dec 21, 2022 Dec 21, 2022

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After a few minutes of usage, Illustrator always crashes the PC (Windows 10 Pro, up to date) without BSOD.

 

I downgraded to older Illustrator version 26, deleted preferences, not use graphics card, etc. but to no avail. What can I do? In the worst case, I'm happy to downgrade to even older versions, but this is untenable.

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Community Expert ,
Dec 21, 2022 Dec 21, 2022

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Can you please tell us about your hardware and the files you are editing? Does this happen with all files? Even newly created ones? Where do you store files?

Are all your fonts checked? All plugins compatible?

Does this also happen when no other app is running besides Illustrator?

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Explorer ,
Dec 21, 2022 Dec 21, 2022

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Hardware is three Apple MacBook Pro 16" from 2019 using bootcamp and Windows 10 Pro. Not downloaded Illustrator plugins. No new fonts installed. Happens even when no file is open. Happens also when only Illustrator runs, longest usage time is around 10 minutes before the PCs crash (all three show same symptom). Adobe CS6, last version we used, ran fine.

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Community Expert ,
Dec 21, 2022 Dec 21, 2022

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Hmmm, this sounds very specific.

Is there any error message or information after Illustrator relaunches?

Did you run the Adobe Cleaner tool before installing the Creative Cloud?

 

You could contact Customer Care so they can take a look into your system and check it out. They should also be able to get the system logs and interpret them.

 

https://helpx.adobe.com/contact.html (the chat is in the bottom right of that page)

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New Here ,
Dec 23, 2022 Dec 23, 2022

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No error message, the laptops just shut down without even a BSOD. No message upon re-launch. Cleaned everything. Deleted preferences. Downgraded to prior version, but to no avail. Earlier this year, there were no problems.

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Community Expert ,
Dec 23, 2022 Dec 23, 2022

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If you want this sorted before the holidays, your only chance is to contact Customer Care now.

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Adobe Employee ,
Dec 28, 2022 Dec 28, 2022

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LATEST

HI @UselessUser @Lagom Bra,

 

We are sorry to hear about the crash! Would you mind trying the steps suggested in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html)?

 

If it doesn't help, would you mind sharing a few details like:

  • Does Ai crash randomly or after performing a specific action or using a specific tool/ feature/ effect?
  • The exact version of Windows 10 (build no.) & Illustrator on BootCamp?
  • Have you tried reinstalling Windows 10 or updating to windows 11 on any of the Macbooks Bootcamp?
    (Check for overheating/ fan noise before the Mac crashes)

 

Let us know how it goes. I'll be looking forward to your response.

 

Thanks,

Anshul Saini

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