Illustrator 2020 (24.0.2) crashes when i use drop shadow

[mariav73241815]

Hello, 

It is almost a week now, that when I try to use drop shadow on an object (Appearance > Stylize > Drop Shadow) Illustrator 2020 (24.0.2) crashes. Everything freezes and the the only way to shut the program down is through task manager (End task) 

The operating system is Windows 10 - HOME - 64 bit

Today, even the "end task" can't shut Illustrator down: the operation could not be completed 

I have also noticed that Illustrator's auto save system doesn't work. A return to the "crash file" is no longer available?  

I would appreciate any feedback on how to solve the problem 

Thank you, 

Maria Vladimirovich

[Monika Gause]

Does that happen as well when you draw a rectagle and apply a shadow?

Can you please give us the hardware specifications?

[mariav73241815]

Hello, 

Yes, it also crashes when I try it on a plain rectangle 

Here are the hardware specs: 

[Monika Gause]

8 GB of RAM doesn't seem too small.

Any other issues with that machine?

You might want to contact Customer Care so they can have a look into the system.

 https://helpx.adobe.com/contact.html

[mariav73241815]

Hello again and thank you for the reply. 

No, I don't have any other issues with my laptop, nor with Photoshop or Indesign, that I am excessively using for my work, processing large data files. 

I would appreciate any other insight on the matter, because I can't actually find any relevant topic on customer care and this error is preventing me from finishing urgent ongoing business projects.

Thank you 

[Monika Gause]

In case this has ever worked before, then it might be caused by corrupted preferences.

You could try and rebuild them.

https://helpx.adobe.com/illustrator/using/setting-preferences.html

[mariav73241815]

I restored preferences but unfortunately nothing changed. It is really frustrating. 

[Srishti Bali]

Hi there,

Sorry about this trouble. I am hopeful that the issue was fixed. If not, 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 in this help article and share your observations with us.

Regards,

Srishti