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Illustrator 2022 crashes on startup, windows 11

New Here ,
Aug 09, 2022 Aug 09, 2022

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I'm having a problem with illustrator not opening up for 2 months now, I have to open it twice the first time it crashes, and the second time it shows the popup diagnose/launch, and then it launches usually with either option, I've been sending crash reports but it got really frustrating, I tried this:

- updated graphics driver to the latest

- uninstalled and reinstalled illustrator

- I used the adobe cc cleaner and removed everything and reinstalled the apps

- performed a windows reset

- updated to the latest windows 11 22H2 RP

 

I attached a log file, I'm no expert but it has this in it:

<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FF87BAB1D1D">

 

all didn't work, any help would be appreciated

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correct answers 1 Correct answer

Adobe Employee , Aug 30, 2022 Aug 30, 2022

Hello @MuhammadAzzaidie,

 

Sorry for the late response. We checked the crash dump and found issues with the tablet drivers. Would you mind removing the tablet drivers and disabling it to check if it helps?

 

Also, kindly share the Crash Report using the Crash Reporter Tool by following the steps shared in this help article: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html.

 

Looking forward to your response.

 

Regards.

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Community Expert ,
Aug 09, 2022 Aug 09, 2022

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What specific version of Illustrator are you running?

Have you tried installing a previous version of Illustrator from the Creative Cloud app?

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New Here ,
Aug 10, 2022 Aug 10, 2022

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Hello Kevin,

I thought my log file was attached I'm new to this community thingie 

I'm using v26.4.1 and tried as far as v25.0, nothing worked

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Adobe Employee ,
Aug 09, 2022 Aug 09, 2022

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Hello @MuhammadAzzaidie,

 

We are sorry for the trouble. Would you mind sharing a few details like:

 

Also, try rolling back and install the older v26.3.1 as suggested by Kevin and share your observations.

 

Looking forward to your response.

 

Thanks,

Anubhav

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New Here ,
Aug 10, 2022 Aug 10, 2022

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Hello Anubhav,

it's okay let's hope we can fix it

 

  • I'm on os build 22621.382 ( a release preview build, however, I had the same issue on the release build before this one)
  • I'll copy past my log here since the .dmp file is too large (+500MB) let me know how I can share that with you

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.7.0" clientVersion="4.7.0" applicationName="Adobe Illustrator" applicationVersion="26.4.1" build="111" source="Windows-Client-WER" crashType="n/a">
<time year="2022" month="8" day="10" hour="11" minute="44" second="49" timeoffset="180" timezone="Turkey Standard Time"/>
<user guid="01f5a076-5d82-4937-8772-3a214ae3396c"/>
<system platform="Windows 10 Pro" osversion="10.0" osbuild="22621" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="32662" machine="AMD Ryzen 7 2700X Eight-Core Processor" model="AMD64 Family 23 Model 8 Stepping 2" cpuCount="16" cpuType="8664" cpuFreq="3693 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce RTX 2080" description="NVIDIA GeForce RTX 2080" driverDate="20220721000000.000000-000" driverVersion="31.0.15.1693" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_1E87&#38;SUBSYS_37261462&#38;REV_A1&#92;4&#38;1DA95F35&#38;0&#38;0019" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFB10271D1D">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFB10271D1D" symbolname="RtlEnterCriticalSection"/>
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<stackStatement index="46" address="0x00007FFB102ADF78" symbolname="RtlUserThreadStart"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000005FCB9FB000"/>
<register name="RBX" value="0x000000007FFE0385"/>
<register name="RCX" value="0x0000000000000028"/>
<register name="RDX" value="0x0000000000000000"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x0000000000000000"/>
<register name="RSP" value="0x0000005FCB74DBF0"/>
<register name="RBP" value="0x0000005FCB9FA000"/>
<register name="RIP" value="0x00007FFB10271D1D"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>
ERROR_HB_UNABLE_TO_LOAD_DLL
</hbLogSessionDllStatus>
</crash>

</crashreport>

 

 

let me know what else I need to provide

thank you

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New Here ,
Aug 10, 2022 Aug 10, 2022

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hello Anubhav,

 

I tried replying with the info but I can't see my message, maybe the AI monitoring this didn't like the log I pasted

I'm on windows 11 OS build 22621.382 the 22H2 release preview, the issue happens on the released version before the one I'm using now as well

 

is there a safe way I can share the .dmp files with you?

thanks

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Adobe Employee ,
Aug 10, 2022 Aug 10, 2022

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Hello @MuhammadAzzaidie,

 

Thanks for getting back. Kindly try the steps shared in this community post to share the dump files with us: https://community.adobe.com/t5/illustrator-discussions/share-your-files-in-6-simple-steps/td-p/12967....

 

Looking forward to your response.

 

Regards.

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New Here ,
Aug 11, 2022 Aug 11, 2022

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Hello Anubhav,

 

Sorry for bombarding you with messages, and thank you for putting up with that.

Here's the link:

https://shared-assets.adobe.com/link/0a8888f8-2fca-40b3-5730-68e6faa01e3b 

 

Excited to hear from you.

Thanks

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New Here ,
Aug 20, 2022 Aug 20, 2022

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Hello Guys,

 

i'd like to know if there's any update here

thank you

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Adobe Employee ,
Aug 30, 2022 Aug 30, 2022

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Hello @MuhammadAzzaidie,

 

Sorry for the late response. We checked the crash dump and found issues with the tablet drivers. Would you mind removing the tablet drivers and disabling it to check if it helps?

 

Also, kindly share the Crash Report using the Crash Reporter Tool by following the steps shared in this help article: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html.

 

Looking forward to your response.

 

Regards.

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New Here ,
Sep 27, 2022 Sep 27, 2022

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Hello Anubhav,

 

I apologize for taking forever to reply, it's been a crazy month, Illustrator and fresco on the iPad definitely came in clutch before I saw this.

 

I had 2 tablet systems/drivers (depends on how you see it) Duet Display and Wacom, I uninstalled both and illustrator seems to work fine and saves files as a .ai file (it was a problem previously but I got around it by saving .pdf).

 

I tried the fix on my laptop it worked, I'll update this once I finish moving out and using my desktop, also I'll use one driver at a time to see which one really causes it and post that here too.

 

thank you so much for the help 🙏🙏

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