Illustrator 2022 keeps crashing on Windows 11 Machine

New Here ,
Jul 21, 2022 Jul 21, 2022

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Hi all, I installed Illustrator 2022 a few weeks ago on my Lenovo Windows 11 desktop and it keeps crahsing. Windows is up to date and I am trying to see if there are any Illustrator updates. In the Adobe support site it says it can't load any updates (as per the screengrab). Any tips? 

 

Melanie253455697t1x_0-1658447160213.png

 

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Adobe Community Professional ,
Jul 21, 2022 Jul 21, 2022

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It advises to try again later - how long have you been trying already?

Check the status here: https://status.adobe.com/  maybe there's an outage, or maintenance

 

Have you also tried resetting the preferences?

Or creating a new user account and check out from that one?

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New Here ,
Jul 21, 2022 Jul 21, 2022

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It been saying that for the past week.

No I haven’t tried either – how do I reset my preferences? Thanks!

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Adobe Community Professional ,
Jul 22, 2022 Jul 22, 2022

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Adobe Employee ,
Jul 22, 2022 Jul 22, 2022

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Hello @Melanie253455697t1x,

 

Sorry to hear about this experience. I would request you try the following steps to reinstall Creative Cloud and share your observations:

 

  1. Uninstall the Creative Cloud Desktop application, CC Libraries, and CoreSync using the Creative Cloud Cleaner Tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

  2. Download the Creative Cloud Desktop application from here: https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

 

Looking forward to your response.

 

Thanks,

Anubhav

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New Here ,
Jul 24, 2022 Jul 24, 2022

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Thank you so much.

I have uninstalled Illustrator and installed Creative Cloud. Next to Illustrator it is asking for me to Try or Buy the software. What shall I do?

Sent from Mail<> for Windows

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Adobe Community Professional ,
Jul 25, 2022 Jul 25, 2022

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New Here ,
Jul 25, 2022 Jul 25, 2022

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Hi, I have waited 24 hours now and I still can’t install Illustrator. I have also signed out and in again.

This is what I see:

[cid:image002.png@01D8A0CD.20E7ED80]



Sent from Mail<> for Windows

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Adobe Employee ,
Jul 26, 2022 Jul 26, 2022

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Hello @Melanie253455697t1x,

 

Thanks for confirming. The image you have posted seems to be not uploaded correctly. Kindly reupload the image so we can check it on our end.

 

Looking forward to your response.

 

Thanks,

Anubhav

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New Here ,
Jul 26, 2022 Jul 26, 2022

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New Here ,
Jul 27, 2022 Jul 27, 2022

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Hi I just sent the image through again. Thanks.

Get Outlook for iOS<>

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New Here ,
Jul 29, 2022 Jul 29, 2022

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Hi just seeing what else you suggest so that I can download Illustator again? 

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New Here ,
Aug 04, 2022 Aug 04, 2022

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Hi can anyone please offer me further support? I still can’t download Illustrator.

Get Outlook for iOS<>

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Adobe Community Professional ,
Aug 04, 2022 Aug 04, 2022

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Please contact Customer Care. They can login to your computer: https://helpx.adobe.com/contact.html

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New Here ,
Aug 04, 2022 Aug 04, 2022

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Can’t you offer me that support?

Sent from Mail<> for Windows

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New Here ,
Aug 04, 2022 Aug 04, 2022

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I’m not even sure how to contact them?

Sent from Mail<> for Windows

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Adobe Community Professional ,
Aug 05, 2022 Aug 05, 2022

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I can't and won't offer that kind of support. Don't ever answer to people who might now offer you that support in prviate messages. It's a scam.

 

You have to be logged into your account when visiting the Customer Care page and then in the bottom right is the chat.

 

As an Adobe Community Professional I am a volunteer in this forum. I'm not staff.

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Adobe Employee ,
Aug 05, 2022 Aug 05, 2022

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Hello @Melanie253455697t1x,

 

Sorry for the late response. I could not find an active subscription under the account you are signed in with on the community. Could it be possible that you have the subscription under a different account?

 

Kindly try signing out of Creative Cloud and signing in with the other account as suggested by David and check if it helps.

 

Looking forward to your response.

 

Regards.

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Adobe Community Professional ,
Aug 04, 2022 Aug 04, 2022

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Try signing out the Creative Cloud app and back in again. Try starting AI.

 

If that doesn't work, sign out of the CC app, use the Adobe CC Cleaner to remove your ID Credentials, sign back in. Try starting AI.

 

I'm running AI 26.4.1 on Windows 11 without issue. See if your video card drivers are up to date. You may have to go directly to the video card manufacturer's website to check.

 

David Creamer
Adobe Certified Instructor, Adobe Certified Professional, and Adobe Certified Expert

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