Illustrator 2024 v28 Crash on opening missing plugin issues detected & an unknown error occurred

[LBL3]

Hi,

Updated from version 27.9 to version 28 with the following issue.

Crash

Here are the two errors recieved when loading up Illustrator.

Previous versions of Illustrator work fine.

This error persists across 2 differnt PC's with identical errors.

We have tried everything in this post

https://helpx.adobe.com/illustrator/kb/plugin-missing-issue.html?trackingid=TG8SLGS2&mv=in-product&m...

Can anyone help with this?

Thanks!

LBL

[nunob31682857]

I have the same problem

[Anshul_Saini]

Hi @LBL3 @nunob31682857,

I'm sorry to hear you're facing a missing plugin & an unknown error occurred issues after updating Illustrator. Let's try some troubleshooting steps:

• Update Creative Cloud App: Go to Help >> Check for updates in the Creative Cloud app. After updating, check if the issue is resolved.
• Reinstall Creative Cloud: If updating the Creative Cloud app doesn't help, try uninstalling and reinstalling it. Sometimes, this can resolve such issues.
• Check for 3rd Party Plugins: Ensure there are no third-party plugins installed on your machine. Sometimes, these plugins can conflict with Illustrator. Remove them and try launching Illustrator.

Please let me know if any of these steps resolve the problem. If the issue persists, feel free to provide more details for further assistance like OS version, System specs, and if there are any recent changes to your machine.

Best,

Anshul Saini

[nunob31682857]

Hi,

I've already done everything you suggest, I've uninstalled all the Adobe applications, I've run AdobeCreativeCloudCleanerTool, I've only reinstalled Creative Cloud Desktop and Illustrator and the problem continues. Please help

[LBL3]

Hi,

I have tried these steps.  Still the problem remains.

Are there any documented cases of this happening that you can refer from internally?

Best regards

LBL

[Anshul_Saini]

Thank you for following the recommended troubleshooting steps, and I'm sorry to hear that the problem persists even after reinstalling Creative Cloud Desktop and Illustrator, @nunob31682857, @LBL3.

Since you've exhausted the common solutions and the issue remains, I've logged a bug report with the product team so that they can investigate the problem further. Your feedback is valuable in helping us identify and resolve issues like this.

Here are some additional steps you can try:

• Turn Off the Internet: Temporarily disconnect from the Internet and try running the affected Adobe applications. Sometimes, issues related to licensing or background processes can be the cause.

• Run as Administrator: Right-click on the Adobe application's shortcut or executable and select "Run as administrator." This can sometimes resolve permission-related problems. Also, ensure that the Illustrator app has Admin rights to the Illustrator preferences folder.

• Disable Antivirus: If you have antivirus software installed, it might be blocking certain operations of Adobe applications. Temporarily disable the antivirus and see if the problem persists. If disabling the antivirus helps, consider adding the Adobe applications as exceptions.

• Disable GPU performance: Temporarily disable GPU performance from Adobe apps preferences and let us know how it goes.

• Update or Roll Back GPU Drivers: Issues with GPU drivers can sometimes cause problems with Adobe applications. Try updating your GPU drivers to the latest version. If that doesn't work, consider rolling back to a previous stable version of the drivers.

If this doesn't help, please keep an eye on future updates for Illustrator, as bug fixes and improvements are often included in new releases. In the meantime, I recommend installing the previous version of Illustrator v27.9.

If you have any more information or if there are updates regarding this issue, feel free to share them here. I'll do my best to assist you and provide any updates from the product team when available.

Thank you for your patience, and I apologize for any inconvenience this has caused.

Best,

Anshul Saini

[nunob31682857]

Still waiting...

[Monika Gause]

If you want direct help, please contact Customer Care. They can login to your computer. https://helpx.adobe.com/contact.html 

[Amy31239426nydl]

My MacBook Air is up-to-date. My Illustrator is up-to-date. I have Sonoma 14.1.1. Illustrator 2024 v28.0. I'm getting the same error message as reported above when I launch I've reinstalled Illustrator. I tried clicking the link below to directly contact support but I don't see where I can chat with someone. I can't launch or use Illustrator. 

[Amy31239426nydl]

Oh and I have no additional or third party plug-ins.

[Monika Gause]

Chat is not active on the weekend.

Did you run the Adobe Cleaner tool in between uninstalling and reinstalling?

Did you already reboot the computer?

[Amy31239426nydl]

The Adobe Cleaner Tool did the trick! THANK YOU SO MUCH!

[Savannah21955056w1ry]

I am also having these same issues 

[fred35089053zf2q]

I have problems too, Ai 2024 crashing frenquently. I have to use 2023 version for working flow normaly.
Done all updates and don´t understand why older versions work fine and this is always with issues.
I also use Ai 2021 for some cutting machines plug-ins and works fine.
Also notice sometimes it consumes a lot of CPU and GPU. Something is not right.

[Monika Gause]

Can you give us some system and hardware info?

Did you already reboot the system and reset the preferences? This will erase your settings.

[Thowc]

Exact same issue here. This is a new PC build on Win11 and Illustrator 27 works fine, 28 does this! The user is working with Adobe support and they currently have NO IDEA why this is happening.

We have it installed on 3 other PCs and it works fine. The only difference is the problem PC has newer hardware.

[nunob31682857]

My PC is a new hardware to

[Thowc · Accepted solution]

v28.1 Beta has fixed MOST of the errors. It still shows one plugin issue, but the program seems to run fine. It's a bug and they are working on it.

[erikah98492810]

a year later and it still does it. 

[nunob31682857]

I can't update since v28.2

[Monika Gause]

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@nunob31682857  schrieb:

I can't update since v28.2

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Did you already uninstall and then run the Cleaner tool?

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[nunob31682857]

yes

[Monika Gause]

Which operating system is it? Do you get any error message?

[sharp_future6497]

This might be a long shot but if you are having this trouble running AI 2025 in Windows 11, check "System > Optional Features" and see if  the Media Feature Pack is installed. If not, Install it, reboot PC and try install AI 2025 without deleting existing version.