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lxxlopes
Participating Frequently
October 21, 2020
Answered

Illustrator 2021 crashes while opening - Mac OS Mojave

  • October 21, 2020
  • 9 replies
  • 4903 views

Hey guys! I just updated AI last night and to my surprise when I tried to open it today, it crashed everytime while initializing. It wouldn't even open the Send Report thing after I forced quit. Is anyone else having problem?

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Correct answer johngettler117176196

POSSIBLE SOLUTION IF YOU HAVE WACOM TABLET SOFTWARE INSTALLED:

I had a user in our company whose Illustrator 2021 running on Mojave 10.14.6 would get hung up at the Initialization step of launching.  No amount of removing fonts or resetting Illustrator preferences would fix it.

 

One thing that made her Mac unique from others in the company that did not have the issue, was that she had a Wacom Bamboo CTH-470 and the software to drive it that had been installed a few major versions of the OS ago.  Specifically what solved this for her Mac was we **opened the Wacom Utility from the Applications folder, then under the Tablet Software menu, clicked Remove, and then clicked Uninstall**.  Then Illustrator 2021 launched correctly. We had also noticed that the system preference control panel for "PenTablet.pref" was moved into the Incompatible Software folder on her boot hard drive after we upgraded her Mac from High Sierra to Mojave.

So try launching Illustrator after uninstalling any Wacom software.  If Illustrator is launching correctly, now decide if you still need to use your Wacom tablet.  If so, then try installing the newest Wacom software at the link below (Driver 6.3.41-2) and hope the newest version does not brake Illustrator 2021 again.

https://www.wacom.com/en-jp/support/product-support/drivers#latest

9 replies

johngettler117176196
johngettler117176196Correct answer
Inspiring
November 18, 2020

POSSIBLE SOLUTION IF YOU HAVE WACOM TABLET SOFTWARE INSTALLED:

I had a user in our company whose Illustrator 2021 running on Mojave 10.14.6 would get hung up at the Initialization step of launching.  No amount of removing fonts or resetting Illustrator preferences would fix it.

 

One thing that made her Mac unique from others in the company that did not have the issue, was that she had a Wacom Bamboo CTH-470 and the software to drive it that had been installed a few major versions of the OS ago.  Specifically what solved this for her Mac was we **opened the Wacom Utility from the Applications folder, then under the Tablet Software menu, clicked Remove, and then clicked Uninstall**.  Then Illustrator 2021 launched correctly. We had also noticed that the system preference control panel for "PenTablet.pref" was moved into the Incompatible Software folder on her boot hard drive after we upgraded her Mac from High Sierra to Mojave.

So try launching Illustrator after uninstalling any Wacom software.  If Illustrator is launching correctly, now decide if you still need to use your Wacom tablet.  If so, then try installing the newest Wacom software at the link below (Driver 6.3.41-2) and hope the newest version does not brake Illustrator 2021 again.

https://www.wacom.com/en-jp/support/product-support/drivers#latest

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lxxlopesAuthor
Participating Frequently
November 19, 2020

I have the exact same tablet and after uninstalling all Wacom Apps I restarted the computer and Illustrator finally opened without a crash.
@Srishti Bali, maybe there's something about old Wacom Drivers to look into over there?

Thanks a lot @johngettler117176196!

    A
    ahmad yousef
    Participating Frequently
    November 17, 2020

    same issue here, I even uninistalled the app and reinistalled it with no luck.

    G
    Ginilodewijks
    Participant
    November 16, 2020

    I'm having the exact same problem. It keeps crashing at initialization. Is there a fix for this? I tried the font thing and the graphics switching on system preferences but they're not working. Right now I'm out of options. Please help

    A
    Ahmet5E23
    Participant
    November 16, 2020

    I created many artwork files in Illustrator 25.0, and it has been started to crash constantly since Thursday, 11/12/20.

    Now I cannot open the Illustrator 25.0 to work on, also I cannot open the last version files from 24.3!!!!!!!

    I asked other designer friends, also they cannot open the latest version to save as my files as older versions!!!!

    Please find a way to solve this problem asap!!!

    hauntsy
    hauntsy
    Participant
    November 8, 2020

    Extremely frustrated, as I am experiencing the same. Has a sure-fire solution been found?

    Srishti_Bali
    Srishti_Bali
    Legend
    November 12, 2020

    Hi there,

     

    Sorry about this frustration. I would request if you could share crash logs by following these steps: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html

     

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

    hauntsy
    hauntsy
    Participant
    November 18, 2020

    Not sure what I did, because I didn't even do anything. At least, nothing I am aware of. But it just decided to start working again, opening without issue, all of a sudden. 🤷🏻‍♂

    franklinv74741210
    franklinv74741210
    Participating Frequently
    November 3, 2020

    I'm having the same issue, none of the sugestions worked for me. Really frustrating because all my workflow was compromised because of this.

    W
    willf96037815
    Participating Frequently
    November 16, 2020

    Try and reinstall illustrator 2020

    M
    MEC Graphics
    Participant
    October 29, 2020

    Yep... something very funky with this most recent update. I need to run Illustrator 2019 (old plugin needed that only runs on this version) as well as 2021. I had no issues whatsoever until this latest update. Now, the app initiates, but crashes the moment I try to open any (.ai) file... what's worse, is that neither version works now... they both crash. I'd seriously like to know who blew it here. This is costing time and money.

      C
      CCross
      Participant
      October 30, 2020

      Same issue here and it's time sensitive. Any workarounds welcomed. Please and thanks.

      Ashutosh_Mishra
      Ashutosh_Mishra
      Inspiring
      October 21, 2020

      Hi there,

       

      Sorry to hear about this trouble. A similar issue has been reported due to the corrupt fonts. Please close all Adobe applications, try validating fonts by following these steps and share your observations with us:

       

      1. Choose Applications > Font Book.
      2. In the Collection column, choose All Fonts.
      3. To select all the fonts, select the top-most font in the Font column and press Cmd+A.
      4. Choose File > Validate Font.
      5. Delete the damaged or duplicate font.

      If Font Book crashes, restart Font Book, and scroll through the fonts one by one. Determine the font that caused the crash. Use the Down arrow key to select the first font, then hold the key down to scroll through all your fonts.

       

      Let us know how it goes.

       

      Regards,

      Ashutosh

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        lxxlopesAuthor
        Participating Frequently
        October 21, 2020

        Thanks for the answer Ashutosh! I really thought this might have been the problem, but it's still crashing. =/

        Srishti_Bali
        Srishti_Bali
        Legend
        October 22, 2020

        Hi there,

         

        So sorry to hear about this trouble. Please share crash logs by following these steps: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html

         

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

         

        Regards,

        Srishti

         

          L
          Lawtz01
          Inspiring
          October 21, 2020

          Hello Marliton.  I will try now but to update I tried restarting in safe mode and running illustrator and it came up with an error with the uxpExtension.aip.  I tried removing this and also uninstalling and reinstalling illustrator but the same issue,

            L
            Lawtz01
            Inspiring
            October 21, 2020

            No joy with resetting preferences.  I will try to see is the installing the previous version of illustrator makes any difference (errors were occuring on V 25.0).  Trying V 24.3.

            L
            Lawtz01
            Inspiring
            October 21, 2020

            Still no luck.  I have to disappear out for a couple hours now but will be trying to fix this when I get home as I need it to be working.  I will try starting V24.3 in safe mode and see if I get the same aip error.  Other suggestions welcomed!

            marliton
            Community Expert
            marlitonCommunity Expert
            Community Expert
            October 21, 2020

            Hi. Have you tried resetting the preferences? https://helpx.adobe.com/illustrator/using/setting-preferences.html#setting_illustrator_preferences

             

            Marlon Ceballos
            L
            lxxlopesAuthor
            Participating Frequently
            October 21, 2020

            Hey! I tried the shortcut, but it didn't work. Then I tried to find the preferences file, but the path doesn't exist. Even tried to search for the "Adobe Illustrator Prefs" file, but nothing came back.

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