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federica.divani@visual-project
Participant
October 14, 2019
Question

Illustrator 2019 keeps crashing on Windows 10

  • October 14, 2019
  • 1 reply
  • 797 views

Winows 10 ver 1903. Illustartor 2019 ver 23.1

Illustrator keeps crashing on opening. I re-installed illustrator, but nothing. Tried to renamed the folders 'Adobe illustrator' and 'Adobe illustrator 23 settings' and started Illustrator from creative cloud desktop, but nothing. 

Tried another user, but nothing. 

I do not know what to do....

 

{Renamed by MOD}

This topic has been closed for replies.

1 reply

Rishabh_Tiwari
Rishabh_Tiwari
Legend
October 14, 2019

Hi there,

 

Sorry to hear about the trouble you are facing with Illustrator. I would request if you can share a few more details like: 

 

  1. Does it crashes while launching it or when you open a file?
  2. Do you have a default printer set? If not please set a default printer as Adobe PDF.
  3. If it is crashing while opening a file, is it with a specific file or with any file?
  4. Where are the files saved which you are trying to open (Network Drive/ System Hard Drive/ Shared Folder on System /External Hard Drive)?
  5. When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.

 

Regards

Rishabh

F
FedeDivani
Participant
October 15, 2019

If I start Illustrator from desktop it crashes on opening, if I launch Illustrator from creative cloud desktop it crashes when I try to create a new file or open a file (any file, not a specific one).

I tried with adobe pdf as a default printer, but nothing changes.

It starts after widows 10 update from 18.09 to 19.03.

Thanks, Federica.

Rishabh_Tiwari
Rishabh_Tiwari
Legend
October 15, 2019

Thanks for the additional information Federica, I would request if you can try the following steps and share your observation:

 

1. Reset Preferences:

-Close all Adobe applications.

-Go to Location C:\Users\user\AppData\Roaming\Adobe

-Rename Adobe Illustrator and Adobe Illustrator 23 Settings folders to Adobe Illustrator.old and Adobe Illustrator 23 Settings.old

-Launch Illustrator from the Creative Cloud.

Disclaimer: Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.

 

2. If that doesn't help, try booting the system into Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which is conflicting with the Illustrator.

 

3. If that doesn't help either, login to Hidden Admin account (https://www.youtube.com/watch?v=EfbMs3w-Z3s&t=53s). Check how the application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html

 

4. If nothing helps, then we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/support.html) and select the chat button in the lower-right corner of the page. We can help on a live session that way.

 

Regards

Rishabh

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