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yoshinori_2
yoshinori_2
Participant
November 4, 2019
Answered

Illustrator 2020 (24.0.1) crashing on macOS Catalina

  • November 4, 2019
  • 16 replies
  • 42689 views

I have updated all my Adobe CC apps to the latest versions today, and I am having frequent crashes with Adobe Illustrator CC 24.0 because I am trying to open the "Help" menu from the Menu bar (by reflex or by accident). When I do that, Illustrator crashes immeditaly everytime. 

Am I the only one to have this bug? Is there something to do to fix this?

 

{Renamed by MOD}

    Correct answer Srishti Bali

    Hi there,

     

    Sorry to hear about this trouble. We have recently released an update for Illustrator 2020 (v 24.3) which contains some stability fixes. If you are not already on v24.3, then we recommend you to update to latest version.

     

    If that doesn't help, try steps shared on this help article and share your observations with us.

     

    Regards,

    Srishti

    16 replies

    Show previous replies
    k00tsuka
    k00tsuka
    Participant
    January 4, 2020

    Check "Run Diagnosis" at first.

    Remove your custom plugins in "Plug-In" folder.

    Here is the details,

    https://community.adobe.com/t5/illustrator/illustrator-24-0-1-crashing-on-macos-catalina-10-15-1/m-p/10834552#M160222

    I
    ilikecookies
    Participant
    December 21, 2019

    I am having the same issue.  I am submitting craash reports everytime it crashes, but it is a little annoying.

    Srishti Bali
    Community Manager
    Srishti BaliCommunity Manager
    Community Manager
    December 27, 2019

    Hi Shane,

     

    So sorry to hear about this issue. I tried but couldn't find any crash report with your email address. Could you please share it using https://pastebin.com/ 

    If you need help using Pastebin, please refer to this GIF: https://adobe.ly/2tVKnCt

     

    Thanks!

    Srishti Bali
    Community Manager
    Srishti BaliCommunity Manager
    Community Manager
    December 12, 2019

    Hi All,

     

    We extremely sorry to hear about these issues. I would request you to please submit crash reports along with the other details asked above. 

     

    While submitting crash report use the same email address, with which you are signed in on this community. This will help us finding the crash report and help accordingly.

     

    Regards,

    Srishti

    JinaF
    JinaF
    Participating Frequently
    December 12, 2019

    Hi Srishti,

     

    I submit a crash report when I can, but more often than not I have to shut off the program manually or it crashes the whole computer (hello Blue Screen of Death!) so it doesn't generate a crash report.

    rokb55178802
    rokb55178802
    Participating Frequently
    December 12, 2019

    Illustrator year 2019, renaming folders solution. 🤣🤣🤣

    M
    MattJamesSmith
    Participant
    December 8, 2019

    Adobe this is getting ridiculous!...I do absolutely nothing, casually working on documents in Illustrator, and it is guaranteed to crash (at least) once every day!!....absolutely no relation to any of the crashes, in terms of specific actions I take!?!

      JinaF
      JinaF
      Participating Frequently
      December 9, 2019

      I am having the same issues. Ever since I upgraded to 2020, my programs have been crashing constantly and apparently at random. Illustrator and After Effects seem to be the programs that crash the most, and they often cause any other Adobe programs I have open to crash as well. This is getting to the point that I can't do any of my work, which is very frustrating because a lot of my work is time-sensitive.

       

      At this very moment I am about to restart my computer because I can't open any files - new or in progress - without Illustrator crashing.

        emkittelTPD
        emkittelTPD
        Participant
        December 12, 2019

        I am having the same issue. I tried loading 2020 when it first came out and it crashed everytime. So I went back to 2019. But today I ran into files that were created in 2020 so I could not open them. So I tried to reinstall 2020. Still crashed. So then I updated to OS Catalina thinking that would fix the issue. Reinstalled Illustrator and still crashed. Did the preference thing. Reinstalled CC Desktop. Deleted the stuff from OOBE folder. Still crashing. I need HELP!!!!! Have not had any CC issues until this Illustrator fiasco.

        Srishti Bali
        Community Manager
        Srishti BaliCommunity Manager
        Community Manager
        November 29, 2019

        Hi,

         

        We have recently released an update for Illustrator 2020 (v 24.0.1) which contains some stability fixes. If you are not already on v v 24.0.1, then we recommend you to update to latest version and let us know how it goes.

         

        If that doesn't help either, please share the following details:

        • Operating System.
        • Is it happening with just 1 file or all the files?
        • Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)? 
        • Is the issue related to a specific workflow/ feature/ tool?
        • 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. 
        • What is file format (Ai/ EPS/ SVG)?

         

        You can ignore if you have already shared any of these information. 

         

        Regards,

        Srishti

         

        W
        WarBehr
        Participant
        December 4, 2019

        Hi,

        I have recently updated my Mac to Catalina V10.15.1

        I have just started a brand new membership to Adobe.

        I have just downloaded the latest version of Illustrator

        everything in the above order...

         

        Bottom line Illustrator crashed on opening - the icon bounces about 4 times then... well, nothing - not even a crash dialogue.

        So I deleted everything to do with Illustrator and downloaded the previous version. Result: The same thing!

         

        I am currently turning away business due to the fault. Very annoyed that I am paying for this!

        W

         

         

        W

          Monika Gause
          Community Expert
          Monika GauseCommunity Expert
          Community Expert
          December 4, 2019

          Please contact Customer Care: http://helpx.adobe.com/contact.html They can login to your system.

          Srishti Bali
          Community Manager
          Srishti BaliCommunity Manager
          Community Manager
          November 4, 2019

          Hi Yoshin,

           

          Sorry to hear about this issue. I would request if you can share a few more details like: 

           

          Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article.  

           

          We’re here to help, just need more info.   

           

          Regards,

          Srishti

          yoshinori_2
          yoshinori_2Author
          Participant
          November 4, 2019

          Resetting Illustrator Preferences does not resolve the issue.

          The issue is not related to a specific document.

          I added the crash logs to the attachments.

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