Help! Illustrator freezes computer and messes with drivers

[lau27]

I recently installed Creative Cloud and Illustrator on my Asus Vivobook 15, which is running Windows 10. Illustrator will work normally for a while, but sometimes it will freeze, which usually freezes my entire computer and I have to restart the computer. I haven't noticed a pattern in what makes it freeze. I also have had two different times where I got the computer back on but had a driver issue that wasn't there before the freeze. First I couldn't change the brightness on my screen and it ended up being related to a driver. Then I lost the ability to use my trackpad and had to completely reinstall the trackpad driver. The freezing up isn't related to CPU or RAM--I have enough. I'm using a fully up-to-date version of Windows 10. I tried uninstalling and reinstalling Illustrator, and then I tried uninstalling and reinstalling the entire Creative Cloud. It's still freezing and I don't know what else to try.

[Anubhav M]

Hello @lau27,

I am sorry to hear about your experience. 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/3MW7XUF) and checking if it helps? Also, try the suggestions shared in this help article (https://adobe.ly/3XOcoY0) and share your observations.

Looking forward to hearing from you.

Thanks,

Anubhav