Illustrator 2022 Keeps Shutting Down on macOS

[jong11720670]

This is the 4th-6th time Illustrator has shut down onnthe past 30min-1hr.. On 2 difftent project files that had had no saving and versions issues all week.     Just moving elements around.  Is there a latest update issue?

[jong11720670]

Now after needing to re-downlad previous Ai I now have lost my files, errors, or won't open anymore??!

- I have restarted programs

-I have restarted computer

-I have MacBook Pro (16-inch, 2019)

-I have the latest Big Sur 11.5.2 

[Anshul_Saini]

Hi there,

Sorry about the crashing! I know that's really frustrating. I would request you to share a few more details like:

• Screenshot of "About This Mac." (both Overview and Displays tab)
• Does it seem to crash after performing a particular action other than moving elements around?
• Where are you placing the images (Network Drive/ System HDD/ Shared Folder on System/ External HDD)?
• Submit the crash report by following the steps suggested here (https://helpx.adobe.com/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.
• Does resetting Illustrator Preferences ( https://helpx.adobe.com/illustrator/using/setting-preferences.html) help to resolve the crash issue?
  Disclaimer: 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.
  

Also, You may try the steps shared on this page (https://community.adobe.com/t5/indesign/advanced-troubleshooting-for-launch-issues/td-p/11394034?pag...) and share your observations with us.

We will be looking forward to your response.

Thanks & Regards,

Anshul Saini

[jong11720670]

Screenshot of:

-about this mac

-Display

-Storage (at home external hard drive where images are linking from in Ai)

-It has crashed on multiple files, small and large

-Relinking a tif or eps, Adjusting a tif or eps image placement/size

-Crashes within minutes of opening

-Crashes/errors also happening when trying to reopen/restart Ai

-Was able to package files

-Have restarted, have uninstalled and reinstalled and have restarted again

[jong11720670]

-I have followed steps to submitting a crash report

-I have reset Illustrator preferences

-Still continuing crasheS today.

[Anshul_Saini]

Thanks for sharing the details. I would request you to try the following extensive troubleshooting steps and let us know if they help:

• Run the app in Root account (Mac)
• Close all Adobe applications. Go to the following locations:
  ~/Library/Caches
  ~/Library/Application Support/Adobe
  ~/Library/Preferences
  Rename Adobe Illustrator, com.adobe.Illustrator and Adobe Illustrator 26 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 26 Settings.old
  Launch Illustrator from the Creative Cloud
• Rename the CEP folder to CEP.old from the following location:
  /Library/Application Support/Adobe
• Rename the extensions folder to UXP.old in the following locations~/Library/Application Support/Adobe/:
  /Library/Application Support/Adobe/
  ~/Library/Application Support/Adobe/
• If that doesn't help, uninstall the application or whole CC apps using the CC Cleaner Tool.
• (optional - If uninstalling the whole CC apps) Remove any Adobe folders from System Root and user folders manually by searching.
• Reinstall apps from the Creative Cloud Desktop app.
• Go to System Preferences > Security & Privacy > Privacy > Full Disk Access > Add Illustrator 2022 and other apps Manually.
  
• Launch Illustrator 2022 from the Creative Cloud Desktop app.
• Create a new user account and work on Illustrator there.
• Update to macOS Monterey or fresh reinstall of macOS Big Sur or Monterey

We'll be looking forward to your response.

Regards,

Anshul Saini

[jong11720670]

Sorry to hear that. Yeah including yesterday and today, I am now at the 12th-13th crash.

It has me at a complete stoping point with current work.

I have uninstalled, and re-installed 2022, reinstalled previous 2021 version, restarted computer, reset settings but now my files will not open or recover correctly in older Ai version so I am not opening any files now so they don't get converted to 2022.

I saw one other post comment, so I feel better knowing that this isn't a "just my file"issue but also now concerned on the timeline/next steps to fix because Adobe Max is going on and 2022 just launched.

[Ivy Teo]

facing the same problem too! x_X

[sarahp84926232]

I am so frustrated, it crashes randomly, and on saving, I updated this morning to the newest version. I am so frustrated!!!! I have done nearly no work today!

[Ashutosh_Mishra]

Hi Sarah,

Sorry to hear about your experience. Do you see this behavior while working on a specific file? We also thank you for sharing the crash report.

While we review it, please try the suggested steps shared on this community post. Hope it helps.

Regards,

Ashutosh

[sarahp84926232]

Hi Ashutosh,

It has been happening with all my Illustrator files today, so it
doesn't seem to be a specific one. I do hope you can help, I tried
uninstalling and reinstalling the programme, but it didn't help.

Regards
Sarah

[sarahp84926232]

Hi again,

It seems to be on saving that it Crashes? Does this help?

[Srishti Bali]

Hi @sarahp84926232 @codydingle 

Sorry to hear about the crashes. I would request you both to submitt the crash report by following the steps shared here (https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html ).

Once done, please try following the steps shared on this page (https://community.adobe.com/t5/illustrator-discussions/how-to-fix-a-crash-and-recover-documents-in-i... ) and let us know how it goes.

Regards,

Srishti

[sarahp84926232]

Absolutely the same problems. I have now also @codydingle reverted back to the 2021 version and all is working perfectly. I have tried the perpissions problem "hack" which doesn't work. if you have the old version and can reinstall, i would higly recommend this option.

[Srishti Bali]

Hi dgould1510 and @sarahp84926232 

Sorry to hear about this issue. We found the crash reports sent by you. Team is currently investigating this issue. I would quest if you could try following these steps and share you observations with us:

• Uncheck GPU performance from Preferences (CTRL+K).
         
  
• Disconnect all external displays.
•  If that doesn't help, try booting the system into 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. 
  Windows: https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode
  MAC: https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html 
  

Regards!

[rdowning2024]

Why go through all of that trouble when version 25.4.1 works flawlessly? I'll wait until another update is available then try it. Thanks!

[jong11720670]

21.20.29 Update:

-I submitted ai crash reoort as requested

-2 days of adobe support testing my computer and files and seeing crashes first hand

Conclusions/Recommendations:

1. To open/create a new file and art board and copy over artwork.

My response:

A. Eaiser said than done when it was 6 projects with multiple art board spread and inside each other.

B. I had created, versioned, and save out over a week and the issue happened the day of the update.

2. Do not work off local external harddrive and only create and and work on desktop. Adobe does not support external disk.

My respose:

A. I have worked off the specific harddrive since 2018/2019 being subscribe to adobe and that has never been an issue.

B. For programs to work I have to move 7G of data just to keep the project together?? And only use extral for storage?

C. Was shown article dated May 2021. 17 months before the 2022 update. Why didn't I have crashes then?

D. I did move full project over to desktop and still had crashes that has my coworkes taking my same project files and finalizing them after 10pm on a friday. Using 2021

I very apprreciative of adobe products. They are truly amazing but I am saying as a subscribe customer, Ai 2022 has a deeper bug..  or maybe this is the software update to move users to adobe's cloud.

[jong11720670]

Correction: *6 months before Oct 2022 update

[Kon San Sunny5E15]

- move the oject which will preview "pixal" appearance during working 
- very slow performan 
- the whole AI softare will be jumped out 

I donno Is Is there not enough memory？

My config: iMac2020 , 32G Ram

[rama_ai]

@jong11720670 We fixed an undelying problem that triggered these crashes, we believe many of the crashes reported are addressed. The fix is currently available in CCD Prerelease section, we need your help in validating whether the issues are fixed. If there is any crash that is still not addressed in this build then we would like to meet and gather more information.

Please follow the instructions below to get CCD Prerelease build.

1.  If you are not already part of Illustrator Prerelease program then please click this link to join the prerelease - https://www.adobeprerelease.com/beta/85A6F544-2705-49BD-8314-DD549C6A1713
2.  Accept Prerelease Agreement
3.  Go to Creative Cloud Desktop and look for Prerelease in the Apps section.
4.  Install/Update to Illustrator Prerelease 26.0.1 (This will not replace the existing installation of Release build of Illustrator)

-Rama

Illustrator Team

[jong11720670]

Thank you for the share and update.

I would like to try and test but that may be diffciult to not get in the way of current business workflows.

Also note: illustrator  '22 DOES NOT have a "save as" to previous Ai option.

[Ton Frederiks]

"Also note: illustrator  '22 DOES NOT have a "save as" to previous Ai option."

If you save as Illustrator you do have a version menu in the Illustrator options

[jong11720670]

Converting '22 Ai files to 2020 or Legacy is casuing '21 or non-opening files.

[rama_ai]

@jong11720670 We will be able to rollout the fix in 26.0.1 release as soon as we get confirmation from users that this issue is fixed.

@Ton Frederiks Thanks for the pointing out the "Save As" to previous AI option.

[jong11720670]

There is not a Ai 26.0.1 option to download under Beta menu