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Ridiculicious
Ridiculicious
Participant
January 20, 2020
Question

Illustrator 2020 crashes while selecting colors on macOS High Sierra

  • January 20, 2020
  • 1 reply
  • 1193 views

Anytime I do a select same (mostly fill color), illustrator crashes. Macbook Pro 2017. Illustrator completely up to date. Mac Sierra latest version.

 

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1 reply

Ashutosh_Mishra
Ashutosh_Mishra
Inspiring
January 21, 2020

Hi there,

 

Thanks for reaching out. Would you mind sharing some more information like:
1. Version of OS and Illustrator.
2. Is it happening with a specific file or with all the files?
3. Do you save files locally or on a network?
4. Have you tried resetting preferences? (If not, please try doing that. You may follow the steps provided on https://helpx.adobe.com/illustrator/using/setting-preferences.html#setting_illustrator_preferences)

**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.

You may also share screenshots or a small video of the process with your post. All this information will help us understand the issue and work accordingly. 

Looking forward to your response.

 

Regards,
Ashutosh

Ridiculicious
RidiculiciousAuthor
Participant
January 27, 2020

MAC OS High Sierra, version 10.13.6. 2.9 GHZ interl core i7 Processor, 15 inch 2017 Macbook pro. Graphics, RAdeon Pro 560, Intel 'Graphics 630. Illustrator version. 24.0.3.

 

Anytime I select and change a color, either through select same, or just selecting it, illustrator freezes. It's unusable. And yes, I've reset my preferences multiple times. It works for the first select. But if I save the file and my preferences it freezes again.

Srishti Bali
Community Manager
Srishti BaliCommunity Manager
Community Manager
January 28, 2020

Hi there,

 

Thanks you so much for sharing the details. This generally happens when there is corruption or permission errors on Illustrator Preferences folders. Please try these steps one by one and share your observations:

1. 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.

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, 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  

 

3. 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,

Srishti

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