illlustrator not responding

[vanya38455226yamx]

hi,

i recently downloaded Illustrator and after setting preferences it started crashing.

any other attempts to open the program lead to the screen turning white and the tab stating "not responding".

i have uninstalled and reinstalled the program to no avail. i restarted my laptop, I even tried youtube videos but nothing seemed to fix this issue. for reference, i use a windows laptop that runs photoshop and only illustrator seems to be a problem.

any help is appreciated.xx

[Monika Gause]

Can you please tell us about your hardware and system specifications?

[vanya38455226yamx]

hi,

the processor- 12th Gen Intel(R) Core(TM) i5-12500H 2.50 GHz

[Bobby Henderson]

How much RAM does the computer have? These days 16GB of RAM is the realistic bare minimum it takes to run Illustrator; 32GB or 64GB is a lot better. What kind of graphics accelerator card (or integrated graphics chip) is installed?

Does the computer have any special periphreals connected to it, such as a Wacom tablet? Very often a bad driver for any internal components or attached periphreal devices can cause Illustrator to crash. If the computer doesn't already give push notifications when driver updates are available then it would be important to manually check for updates. In some rare cases a current driver will cause problems. Not too long ago I had to use an older Wacom tablet driver for several months until they released a proper update; their current Windows driver at the time would cause the Illustrator application window to freeze and then disappear soon after launching the application.

[vanya38455226yamx]

the ram is 16Gb. 

i think this is the card?- NVIDIA GeForce RTX 3050 Laptop GPU

no periphereals connected. 

also illustrator was functioning fine when i first opened it, only once i adjusted the preferences it reloaded as usual but every subsequent lauch resulted in the program not responding.

[Monika Gause]

Did you install anything else? Fonts, plugins?

[vanya38455226yamx]

nope, nothing...

[Bobby Henderson]

Have you tried resetting the Illustrator Preferences file? Uninstalling and reinstalling Illustrator may not necessarily clean up a bad Preferences file or anything else that got corrupted. Press and hold Alt+Control+Shift when launching Illustrator to reset Preferences.

Also, launch the GeForce Experience app and have it check for updates. If a new driver is available for your graphics card it might help solve the problem with Illustrator. If your notebook was made by a big company (such as Dell) it's likely it has a support app that can check for driver updates for all the other stuff inside the machine.

[Anubhav M]

 Hello @vanya38455226yamx,

We understand that encountering technical issues can be frustrating. Would you mind trying to reset Illustrator's preferences, as Bobby suggested, by following the steps shared in this article (https://adobe.ly/4eTNn4c) and checking if it helps?

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders, the location of which is mentioned above.

Also, try performing a clean reinstallation of the GPU drivers (Intel / NVIDIA / AMD) and setting the Graphics Preference to High-Performance for Illustrator (https://adobe.ly/3LgkstB) and share your observations.

Looking forward to hearing from you.

Thanks,

Anubhav

[vanya38455226yamx · Accepted solution]

hi everyone, 

sorry for the late reply! i just took my laptop to a repair shop and the technician managed to fix my problem. it was something about the default "printer" setting messing with the Illustrator program. so everything is fixed now!

thank you for all your help and advice. i really should pay more attention to my laptop from now on!

xx

[Anubhav M]

Hello @vanya38455226yamx,

Thank you for letting us know that your problem was resolved and for sharing the solution. If you have any more questions or need further assistance, please feel free to reach out. We're here to help.

Thanks,
Anubhav

[creative explorer]

@vanya38455226yamx Curious to know if it's just your graphics card or just Adobe Illustrator 2024. I had a similar issue with Adobe Photoshop 2024, where I had issues but Illustrator 2024 was fine... what I did was installed Adobe Photoshop 2023 until Adobe came out with new patch on the 2024. I now can it, but took less than a few weeks for the patch. 

I would suggest using Adobe Illustrator 2023 for the time being. All the tools are the same maybe except for the extra 'AI' contextual features