Illustrator 2023 crashes when clicking the page layout button in print dialog

[James Donato]

iMac 3.7 GHz 6-Core Intel Core i5

64 GB 2667 MHz DDR4

13.0.1

Illustrator 27.0.1

App crashes every time I'm in the print dialog and want to change the page size in "Page Setup." 

[Kevin Stohlmeyer]

When you updated Illustrator did you also check to see if there are newer print drivers for your Ricoh?

Even if there are no new ones, you can try reinstalling them to see if that resolves.

[Bill Silbert]

Have you tried resetting your Illustrator preferences. This will restore the program defaults and hopefully fix the issue.

To do so:

For Macintosh Users: The User Library folder in which Illustrator’s preferences are stored is hidden by default on most Macintoshes. To access it make sure that Illustrator is closed and click on the desktop to launch a Finder Window (Command-N).With this window in column view follow the path User>Home folder (it’s the folder with an icon that looks like a house—it may have the user’s name rather than “Home”) and click on the Home folder. With the Option Key pressed choose Library from the Finder Go Menu. “Library” will now appear within the Home folder. Within the Library folder find the folder called Preferences and within it find the folder called “Adobe Illustrator <Version #> Settings” (earlier versions of Illustrator might just say “Adobe Illustrator”) and the file called “com.adobe.Illustrator.plist” and delete both that folder and that file. When Illustrator is next launched it will create new preference files and the program will be restored to its defaults.

For Windows Users: You can try the quick way of resetting on a PC which is to hold down Ctrl + Alt + Shift when launching Illustrator and respond affirmatively when asked if you want to reset. There have been some recent reports that the window asking if you want to reset is not popping up but that the prefs are being reset anyway. If this works great but if it doesn’t you may have to manually delete them.

To do so: On Windows 7 and above the preference files are hidden. To find them go to the Control Panel and open Folder Options and then click the View tab. Then select “Show hidden files and folders” or “Show hidden files, folders or drive options” in Advanced Settings. Then delete (or rename) the folder at the end of this path: C:\Users\[User Name]\AppData\Roaming\Adobe\Adobe Illustrator [version number]\ Settings\<Language>. Make sure that Illustrator is closed when you do this. When you relaunch the program it will create new preference files and the program will be at its default settings.

The advantage of manually deleting preference files is that after you’ve reset up the program (make sure that no document window is open) to your liking, you can create copies of your personalized “mint” preference files (make sure that you quit the program before copying them—that finalizes your customization) and use them in the future to replace any corrupt versions you may need to delete.

[Kevin Stohlmeyer]

@Bill Silbert a much easier option is to reset preferences in the General preferences window. I would do the manual only if you wanted to keep a copy of the pref file as you suggested.

[Anshul_Saini]

Hi @James Donato,

We are sorry to hear about the crash. Would you mind confirming if resetting preferences or reinstalling the printer driver helped, as Bill & Kevin suggested?

If not, would you mind submitting the crash report as suggested in this helpx article: (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html)? This would help us investigate the crash.
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 assist accordingly.

We will be looking forward to your response.

Thanks,
Anshul Saini

[James Donato]

Actually, other Adobe CC apps I have exhibits the exact same crash behavior. It also happens in exactly the same way in Acrobat Pro v. 2022.003.20281. I always submit crash reports. At least the first time or teo a behavior triggers one.

[Kevin Stohlmeyer]

If you are getting the same issue with multiple apps when trying to print then the issue is with your print driver. Uninstall the printer and reinstall a new driver.

Otherwise it could be a Ventura issue, but I haven't heard of this (yet).

[Kevin Stohlmeyer]

Also what is your specific printer you are trying to print to? Wondering if that is not Ventura compatible...

[James Donato]

RICOH Aficio SP C831DN. A rebranding of a Savin unit by Ricoh. I just DL'd a driver said to be Ventura compatible on the Riocoh site. Will install now and report back with my findings. For what it's worth, I can be in PSD [24.0.1] and InDesign [18.0] and when printing clicking the "page setup" button in the print dialogue will not crsash the app.

[James Donato]

No. AI still crashed after installing the driver from Ricoh.

[Kevin Stohlmeyer]

Is this with a specific file or any file in Acrobat or Illustrator?

[James Donato]

Any file. Click. Boom.

[Anshul_Saini]

Thanks for sharing the details. Would you mind trying and resetting the printer preferences/settings?

If this help, would you mind confirming if you used your email ID while submitting the crash report?

Also, would it be possible for you to share a screen recording demonstrating the crash? I checked on macOS v13.1 with Ai v27.1.1 but was not able to replicate the crash.

Let us know how it goes.

Thanks,

Anshul Saini

[princequince]

Was this solved?  I'm having the exact same problem.

[Monika Gause]

Was this solved?  I'm having the exact same problem.

By @princequince

Using the same setup as the person opening this thread?

OK, I found a thread: is this about your problem? https://community.adobe.com/t5/illustrator-discussions/illustrator-2023-crashes-when-clicking-the-pa...

[princequince]

That's my post, I thought this thread had gone quiet.

My problem is identical except for the printer brand. it happens with both my Epson and Oki printers. I thought it was to do with the Epson driver initially, but it's definitely only happening with illustrator.

[Monika Gause]

@Anshul_Saini  will see your post sooner or later. Did you already try what he suggested in this thread? And maybe add more details now in your own thread.

[princequince]

I reinstalled the print driver on the epson printer and re-installed illustrator but neither fixed the problem and it still quits with both of my printers.

I attach the crash report. thanks.

[Anshul_Saini]

Hi @princequince,

We are sorry for the crash! Would you mind submitting the crash report as suggested in this helpx article: (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html)? This would help us locate the crash on the backend, and we will be able to further investigate the issue.
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 assist accordingly.

Also, the product has requested a screen recording. Would you mind sharing a screen recording demonstrating the crash?

We are here to help. We just need more info.

Thanks,

Anshul Saini

[James Donato]

I have made screen recordings but I can't share them. I cannot sync files with cloud storage.

[James Donato]

Have bypassed CC to upload to my Vimeo account.

https://vimeo.com/791185597

[princequince]

Very similar to mine, plus it happens in Acrobat as well.

[James Donato]

Yes, It also happens in my Acrobat Pro Version 2022.003.20281 but the other Adobe CC apps behave normally.

[James Donato]

I just upgraded to AI 27.2 and tested the "page setup" button in the print driver. The app still crashed immediately.

[Anshul_Saini]

Hi @James Donato @princequince,

Thanks for updating the app & sharing the screen recording. Would you mind updating macOS to v13.2 and letting us know how it goes?

Also, in the screen recording, I notice you are not getting Illustrator crash reporter, only macOS crash reporter is showing up.

Here are the steps to force Illustrator crash reporter:

• Go to Applications > Double click to open the "Adobe Illustrator 2023" folder
• Cmd+click or right-click the Illustrator.app icon and choose Show Package Contents.
• Select Contents > Frameworks > AdobeCrashReporter.framework.
• Cmd+click or right-click the alias named AdobeCrashReporter and select Show Original.
• Double-click Adobe Crash Reporter (Red A app icon, not the black AdobeCrashReporter UNIX executable file).
• Choose Always Show This Dialog and click Done.

If you successfully enable the Illustrator crash reporter, then please submit the crash report as suggested in this helpx article: (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html)? It would help us locate the crash on the backend, and we will be able to further investigate the issue.
While submitting the crash report, please use the same email address with which you are signed in on this community. However, if you used any other email ID while sending the report, then please share it with me via DM. This will help us find the crash report and assist accordingly.

If you are still not getting Illustrator crash reporter, then please copy & paste all the text content in the "Problem Details and System Configuration" section in the macOS crash reporter dialog here.

Thanks,

Anshul Saini