How do I find userdumps for AI???

Question

Having a ton of random freezes with the later versions of illustrator. I'd like to collect dump files because it happens to multiple people oin the office at least 4 or 5 times per day. I've followed the info at a link called "how to generate crash dump on windows machine" to setup userdumps on our windows (11) machines... but where would the dumpfolder for Illustrator be located? That link looks like it's for acrobat and search doesn't bring up a similar post for illustrator.

Anubhav M · Accepted Answer

Hello @jsavage77,

To locate the AiSniffer file on Windows, kindly follow these steps:

- Close all Adobe applications.

- Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe\Adobe Illustrator 27 Settings\en_US\x64

- Copy the AiSniffer file from there to the desktop.

For the System Report, kindly follow these steps:

1. Please press Windows Key + the letter "R" on your keyboard to bring up the Run command window
2. Type "msinfo32" in the Open field and left-click OK
3. While viewing the Microsoft System Information summary, go to File, then choose Save (Please do not use Export)
4. Save your MSINFO32 report as "msinfo32.nfo" on your desktop to easily locate it after. It can take up to a minute to generate a report.

After collecting the AiSniffer and Msinfo32 files, upload them to (https://assets.adobe.com/files/) and share a link to the files or folder here, so we can check them with the team.

Note: Kindly enable the option to Save a Copy and Public under Link Settings while generating the link.

Looking forward to hearing from you.

Thanks,

Anubhav

Anubhav M · Answer

Hello @jsavage77,

We are sorry to hear about this experience. We'd need a couple of other information to be able to help you with this scenario:

AISniffer file - You will find it within the Illustrator Preferences folder. The location of that folder is in the User library. Users/username/Library/Preferences/Adobe Illustrator #(version Number)Settings > AISniffer
Your system information file - You can generate it from the Apple icon > About This Mac > System Report > Save it.

Kindly upload the files by following the steps in this community (https://community.adobe.com/t5/illustrator-discussions/share-your-files-in-6-simple-steps/td-p/12967...), and share a link here or via DM so that we can investigate this further.

Looking forward to hearing from you.

Thanks,

Anubhav

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