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VALUE S&M5EBD
Participating Frequently
October 20, 2020
Question

Illustrator 2021 crashing on launch on macOS

  • October 20, 2020
  • 17 replies
  • 11785 views

I'm trying to upgrade to AI 2021, the installation goes right and when I'm trying to open it just crashes.... without error information or any kind of diagnostic.... help!!!!

 

 

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    17 replies

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    J
    janericster
    Participating Frequently
    November 1, 2020

    Same problem on my MacBook Pro. Tried removing and re-installing and also check Font Book (all fonts are fine). All other Adobe CC 2021 apps are running fine except Illustrator just crashes during "initialization".  Ugh.

    J
    janericster
    Participating Frequently
    November 1, 2020

    Forgot to mention that I installed the previous version (24.3) which runs fine. It is just the 2021 (v. 25) version that won't launch correctly. 

    B
    bdleeuw
    Known Participant
    October 26, 2020

    Same thing here, it's my work and now I cannot work today! How can I solve this? did all the things that are told here, fonts, reset preferences etc. 

    V
    VALUE S&M5EBDAuthor
    Participating Frequently
    October 27, 2020

    Hi everyone!!!!! I'm glad to tell you that some amazing user give me THE tip to solve this issue, if you're using a wacom tablet you have to uninstall the drivers and launch illustrator 2020 and then reinstall the drivers, mine is working smoothly after that, hope it helps some of you too!
    thanks buddy!

    Superset
    Superset
    Participant
    November 5, 2020

    Hi,

     

    Illustrator 2021 crashes by launch. All other Adobe apps work just fine.

    And yes I use a wacom tablet.

    Can you help me how I can install Illustrator 2020? I cant find it in the Adobe store. 
    Do i have to uninstall the wacom tablet drivers? So I can only use Illustrator 2020 not 2021? 
    Sorry, I am a tech-dummy.

     

    D
    distanttraffic
    Participant
    October 25, 2020

    Identical problem. Very frustrating for a professional, especially as Adobe have started uninstalling my CC fonts as a strong-arm tactic to get you to upgrade. Tempted to scrap my Creative Cloud subscription and go back to CS3.

      Monika Gause
      Community Expert
      Monika GauseCommunity Expert
      Community Expert
      October 25, 2020

      They had to pull *some* fonts from the Adobe Fonts because of licensing. They cannot get the fonts back, because the license holder decided otherwise. That has nothing to do with urging you to do something.

       

      In order to solve your trouble:

      - did you already reset the preferences? For most people migrating preferences from an old version doesn't work when upgrading. https://helpx.adobe.com/illustrator/using/setting-preferences.html

      - if that does not help: please try and create a new user account on the machine and check if Illustrator launches from that one

      - do you have any third party plugins installed? they might not be compatible, so uninstall them

      - do you have font management? it might not be comaptible either

      - same goes for graphic tablet drivers

       

      D
      distanttraffic
      Participant
      October 25, 2020

      Hi Monika,

       

      I'm aware of the licensing reasons for removing fonts from Adobe Fonts. That's not what I'm talking about. Adobe automatically disable your fonts outside of their products due to "lack of use" and force you to either update to prevent the issue, or go through each font individually and redownload it. With a large number of fonts synced CC's app breaks and means you have to restart your machine to jolt it back to being able to reinstall them. 

       

      In response to your other point, my answer is as follows: yes; yes; yes; yes; yes.

       

      I've been using Adobe products for my sins since OS 9, and this is what I do every time CC updates and one of my vital apps breaks spontaneously. This has happened every version bar 2019 with one of Photoshop, Illustrator, InDesign or Lightroom. More fool me!

       

      M
      Mundstrom
      Participating Frequently
      October 23, 2020

      Can confirm, Illustrator 2020 working fine, Illustrator 2021 freezes while opening at stage "Initializing". Issue occcurs with and without eGPU enabled.
      Mac Mini Late 2018
      32GB RAM
      Rzer Core X eGPU w. Radeon RX Vega 56 
      Mac OS Mojave 10.14.6

      J
      jorge5FD0
      Participant
      October 22, 2020

      ya lo resolvi !!! restaure todas las fonts de mi mac en otras palabras elimine todas las fonts instaldas en mi mac y funciono 

      A
      agarcianu
      Participant
      October 22, 2020

      Hola! Como haces eso? Como restauras los Fonts?

      J
      jorge5FD0
      Participant
      October 23, 2020

      El font manager es App de apple en archivo RESTAurar fonts 

      Srishti Bali
      Community Manager
      Srishti BaliCommunity Manager
      Community Manager
      October 21, 2020

      Hi all,

       

      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.

       

       

       

      Regards,

      Srishti

      V
      VALUE S&M5EBDAuthor
      Participating Frequently
      October 21, 2020

      Hi Srishti,

      Thanks for the reply, I'va already done those steps,  uninstall and installed it again but the program and is still crashing, what else can I try?

      Srishti Bali
      Community Manager
      Srishti BaliCommunity Manager
      Community Manager
      October 21, 2020

      Hi there, 

       

      Sorry about this. I would need to check the crash report to assist you further. 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

      Ashutosh_Mishra
      Ashutosh_Mishra
      Inspiring
      October 20, 2020

      Hi there,

       

      Sorry to hear about your experience. Would you mind sharing version of OS? Have you tried resetting preferences? If not, please try doing that. You may follow this help article to do this.

      **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.

      We'd also appreciate if you can share the crash logs using Log Collector Tool. Looking forward to your response.

       

      Regards,

      Ashutosh

        M
        mg_kent
        Participant
        October 20, 2020

        I'm having the same problem. I am using a MAC, with Catalina 10.15.7 OS (newly upgraded). I tried resetting preferences, but this is a new installation, so there shouldn't be any preferences to reset, if I could even get that to work. I have also updated other CC apps for this computer, and Photoshop starts without any issues. Of course, Illustrator is the program I use almost exclusively for my company's artwork. I don't really want to have to use both this new computer to get faster processes and the old one in order to produce artwork files. Please advise.

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