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Illustrator 2020 (24.0.1) crashing on macOS Catalina

Forum|Forum|6 years ago
November 4, 2019
16 replies
42687 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}

CrashDemo.zip

crashlogs.zip

Performance

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

robw83112039

Participant

I don't feel that Adobe is interested in improving the performance of their software. I've been through nearly 20 years of them ALWAYS insisting the problems with their software crashing is my fault. It doesn't matter what computer or OS, Adobe's poor software performance is never their fault.

Seven crashes in 3 days on a new system with a freshly installed and updated OS with an 8 core i9 processor, 32GB RAM and a Radeon Pro 5600 GPU. It is insane.

I also use AutoCAD, Vectorworks Landmark, the Affinity Suite, SketchUp, Blender and Capture One on my system regularly. None of these packages cause me problems out of the ordinary. So why does Adobe cause so many problems? What is it these companies know that Adobe doesn't?

Srishti Bali

Correct answer

Community Manager

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

D

deadstk

Participating Frequently

Illustrator 2020 (v.24.3) actually crashes with more frequency than previous versions, so whatever Adobe thinks they fix they didn't. 😞

K

kielox

Participant

This is terrible app development and customer support, I have the same problem with most Adobe apps after updating to Catalina. I have waited untill some new versions were released but nothing works, very dissapointing. Now after wasting hours trying ti fix it and rollback still not working, I been following the recommended steps but Im so mad, how can a company like Adobe can release a versior so buggy and unstable ...

C

CL18

Participant

I’ve been having this problem with my illustrator since yesterday. I already tried uninstalling and reinstalling the updated illustrator 2020 v24.1.3 and still have the same problem.

After getting an error yesterday that the problem “might be due to internet connection” I tried reconnecting to my mobile data from my home wifi connection, and it seems worked for a while. Tho not sure if that really helped in anyway but my illustrator worked fine for a while after that until this afternoon. My illustrator just closes on its own without any warnings even not asking to save my current file before closing. Now when i try opening my AI again, it will just load until im forced to quit it. I hope this can be fixed soon as im currently working at home like everyone else and this can cause problems with my job if this persist.

I tried sending this report to Adobe but unfortunately they prompted that they can find any solution, hence me checking this community hoping for help. I saw a lot of possible solutions here but I get that we might all have different causes and problems.

D

deadstk

Participating Frequently

Same issues here. For me I think it's a combination of a new MBP 16-inch 2.3 GHz 8-Core Intel Core i9 with AMD Radeoon Pro 5500M 8 GB, running macOS Catalina 10.15.5 and Adobe CC 2020. Illustrator (24.2) crashes all the time, most often when the program is open but idle. Photoshop crashes randomly as well, just not with the same frequency. I've sent in at least half a dozen crash reports. Super frustrating.

This is either Adobe's issue and/or Apple's, or both.

R

ronbo3g

Participant

having the same issue, there is no watcom folder in my Frameworks directory, only an itunes folder.

brand new macbook Pro, 64Gb Ram, 1TB SSD, clean install of CC after signing up last week. Only other applications installed are Office download of word, excel from Microsoft.

Same issue, will be away from the laptop for a while, come back and start working on an open AI document and it crashes, or it has crashed while the laptop was in screen lock. Also crashes on wake from being closed, you login, start to work and bang

L

luizzapped

Participant

Worked for me as well, thanks so much!

A

artnok

Participating Frequently

Sh*t... Couldn't find any Wacom Framework folder... Whereas Illustrator is still messy as hell.

I had a massive crash 2 hrs ago when trying to copy a logo in Illustrator before jumping to photoshop with it... Boom.

Monika Gause

Community Expert

There are several other tipps in this thread. Have you tried them as well?

scheife

Participant

OMG. This has been plaguing me for weeks. Thank you!

Berissima

Participant

This worked for me too! Just in case you do not find your "Frameworks" folder in the Library (because I did not for some reason), search your harddrive for the "Frameworks" folder and look in each one until you find the "WacomMultiTouch.framework" folder, then delete. So happy to have Ai back.

J

jgugelot

Participant

Same problem with me: illustrator 24.1 on MacOS Catalina keeps on crashing. Deleting cashes+preferences only worked once, and next kept crashing again.

Solution for me was given by adobe support: delete this folder:

/Library/Frameworks/WacomMultiTouch.framework

A

ambitious_Elixir5CDB

Participant

Same Problem - Illustrator 24.0.3, Macos Catalina

This didn't fix the problem:

- Turned off GPU performance

- deleted the folder: /Library/Frameworks/WacomMultiTouch.framework

I've sent numerous crash reports

Srishti Bali

Community Manager

Hi Gabriel,

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

There are two different issues that are being discussed above. Is your system crashing after sleep mode or is it crashing on launch or randonly while working on the application?
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.

If Illustrator is crashing on launch or randonly while working on the application, please try the following steps and share your observations:

Reset Preferences: -

Close all Adobe applications.
Go to locations
~/Library/Caches
~/Library/Application Support/Adobe
~/Library/Preferences
Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 24 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.

If that doesn't help, try booting the system into Safe Mode (https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html) 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 are conflicting with the Illustrator.

If that doesn't help either, login to root account (https://support.apple.com/en-in/HT204012). Check how 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

Regards,

Srishti

S

Sybilstudio

Participant

My illustrator crashes approximately 10 times a day,

About 75% of my .ai workfiles will create a crash, I've submitted reports everytime. Need help. I can finally afford adobe illustrator but if it crashes all the time. Makes no sense. I've resetted preferences etc, nothing works.

Monika Gause

Community Expert

Please contact Customer Care: http://helpx.adobe.com/contact.html

They can login to your system.

Grandschemin

Known Participant

Illustrator opens files if I open them directly.

It crashes if I use the Illustrator search dialog to find the file.

Not crippling, just frustrating.

I've tried all of the potential fixes here, nada.

I'm not here for a solution, rarely am, just adding a voice to the chorus.

"what

the

actual

f___?

la la la"

Srishti Bali

Community Manager

Hi Kinishinai,

So sorry to hear about the trouble you are facing with Illustrator. If you have already tried all the steps I shared above, I would suggest you to please reach our one-on-one support at https://helpx.adobe.com/support.html. Simply open this page and click on the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

Thanks!

Monika Gause

Community Expert

You are so sorry! It is a shame that we have such a product for years... We are stuck with the Illustrator issues forever... since the begining... What's the problem now? You are so big as a companhy and you hold almost a monopoly on creative app production...

"It is a shame that we have such a product for years..."

So for years it has been crashing on you and you haven't found the time to contact 1-on-1-support?

Your issue is not a generic one and they need to log into your system to check it out. Just go ahead and contact them.

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