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C
CAPL
Participant
December 6, 2019
Question

Illustrator 2020 hang and crash in Windows 10

  • December 6, 2019
  • 1 reply
  • 666 views

I have clean installed Windows in a PC and then install AI 2020. Is that any known problems were found in Win 10 running AI 2020? Or any clues for me to trace the reasons? Thanks all. The application always hang and crash. Below are the specification for the PC.

HP Prodesk 400 G2 MT

Intel Core i5-4590S CPU @ 3.30GHz

16 GB RAM

Intel HD Graphics 4600

Windows 10 Enterprise LTSC (Version 1809)

Illustrator 2020 (24.0.1)

 

 

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1 reply

Rishabh_Tiwari
Rishabh_Tiwari
Legend
December 6, 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. When exactly it hang or crash? While opening a file or working on it or saving it?
  2. Does this happen with a specific file?
  3. If on a specific file, where is that file saved? Locally or on any shared or network drive?

 

We're here to help, just need more information.

 

Regards

Rishabh

C
CAPLAuthor
Participant
December 9, 2019

Hi Rishabh,

 

Thanks for your reply. Please find below information for your reference.

1. Local file on SSD Drive
2. Not to specific file
3. Very slow to open file
4. After open and working, sudden slow performance without any specific time (maybe after an hour) even hang seriously
5. Sometimes will pop up a small windows but without any message displayed
6. After hang, the program may be closed suddenly

 

Regards

Rishabh_Tiwari
Rishabh_Tiwari
Legend
December 9, 2019

Thanks for sharing the details. 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 24 Settings folders to 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.  

 

 

  1. 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 are conflicting with the Illustrator.

 

 

  1. If that doesn't help either, login to the 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

 

 

  1. 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 faster that way.
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