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Illustrator 27.8.1 Keeps crashing while saving

Community Beginner ,
Aug 17, 2023 Aug 17, 2023

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Hi is anyone else experiencing an issue when saving? Everytime I go to save it wont save, then it just goes off. I deleted my preferences, reinstalled the programme and it's still doing it. So frustrating.

 

Anyone else got this issue? 

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Adobe Employee , Aug 23, 2023 Aug 23, 2023

Hi @laurenw67106049,

 

I'm sorry to hear about the trouble you're facing with Illustrator 27.8.1 crashing while saving. This issue seems to be related to the macOS beta version called "Sonoma." If you are indeed using the macOS Sonoma beta, it's possible that the compatibility between Illustrator and this beta version is causing the crashes.

I would suggest saving the file as a Cloud Document. If that doesn't work, I would recommend rolling back to a stable macOS version, such as "Ventu

...

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Community Expert ,
Aug 17, 2023 Aug 17, 2023

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Which system is it?

Where are you trying to save?

What are you trying to save?

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Community Beginner ,
Aug 17, 2023 Aug 17, 2023

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Using a macbook. 

Adobe Version 27.8.1 

 

Trying to save an ai file.  A brand board for a client which was saving perfectly yesterday.

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Community Beginner ,
Aug 17, 2023 Aug 17, 2023

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Sorry just trying to save to my computer

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Community Expert ,
Aug 17, 2023 Aug 17, 2023

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Are you using Save as?

Or just save?

Did you already try a different folder?

The Macbook is not running the beta system? Because that one causes trouble with saving.

 

Try and turn off "Save in background" in the preferences. File handling.

 

How often do you reboot that computer? It might be time to do that as well once you have saved the file. And then probably regularly. 

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Adobe Employee ,
Aug 23, 2023 Aug 23, 2023

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Hi @laurenw67106049,

 

I'm sorry to hear about the trouble you're facing with Illustrator 27.8.1 crashing while saving. This issue seems to be related to the macOS beta version called "Sonoma." If you are indeed using the macOS Sonoma beta, it's possible that the compatibility between Illustrator and this beta version is causing the crashes.

I would suggest saving the file as a Cloud Document. If that doesn't work, I would recommend rolling back to a stable macOS version, such as "Ventura or Monterey, until the macOS Sonoma public version is available, which is expected to be available publicly later this year. It's important to note that beta versions of operating systems can sometimes lead to compatibility issues with various software applications.

 

Our product team is aware of this issue and is actively working with Apple to ensure a smoother experience once the macOS Sonoma update becomes available to the general public. Until then, using a stable version of macOS should help mitigate the crashing problem.

 

I understand that this situation can be frustrating, and I appreciate your patience as the teams work on resolving these compatibility issues.

 

Please feel free to reach out if you have any further questions or concerns.

 

Best regards,

Anshul Saini

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Community Beginner ,
Aug 26, 2023 Aug 26, 2023

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Thanks so much. I did end up saving a lot to cloud. Since then I haven't had an issue. I did save something on the computer yesterday and that was fine so maybe it's fixed now. 

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Adobe Employee ,
Aug 28, 2023 Aug 28, 2023

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Thank you for sharing the positive update, @laurenw67106049! I'm delighted to hear that you've found a resolution by saving your work to the cloud. It's great that you took that step, and I'm even more pleased to know that you haven't encountered any further issues since then.

 

The fact that you were able to save something on your computer without any problems suggests that the issue might indeed be resolved.

 

Should you encounter any more questions or hurdles in the future, please don't hesitate to reach out. This community is here to provide assistance and support whenever you need it. Your experience and insights could also prove invaluable to others who might face similar situations.

 

Wishing you seamless and trouble-free creative endeavors ahead!

 

Best regards,

Anshul Saini

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New Here ,
Aug 31, 2023 Aug 31, 2023

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Hi, I'm having this same issue (Illustrator version 27.8.1) on a PC with Windows 10 installed (64 GB of RAM). I've never had this issue until recently where Illustrator is constantly crashing while working on files. 

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Adobe Employee ,
Sep 04, 2023 Sep 04, 2023

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Hi @nataliee88351527,

 

I'm sorry to hear that you're experiencing crashes in Adobe Illustrator version 27.8.1 on your Windows 10 PC. We understand how frustrating it can be to encounter crashes in the middle of work. Would you mind trying the suggestions shared in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.htmland checking if it helps?

 

If that doesn't help, kindly submit the crash report using the email address you logged on to this community for quick tracking. Also, please share more info on crashes like:

- Does it happen after performing a particular action, using a specific tool or feature?

- Does it happen while working on a specific file or all?

- System specification (RAM, CPU, GPU, etc.)

- Where are your files stored/ saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)?

 

We appreciate your time and patience in helping us resolve this issue.

 

Best,

Anshul Saini

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New Here ,
Sep 05, 2023 Sep 05, 2023

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Hi,
Thanks for your help.

I tried everything on the list in the article, and Illustrator just crashed
on me again while working.
It seems to happen randomly...when clicking in the layers panel or saving,
but sometimes just while working on the artwork itself. It goes to the hand
icon on the cursor, freezes, then crashes. I can tell it's going to crash
every time it freezes like that. I don't get a crash report at all. It just
fully crashes after freezing for a second.

To answer the questions you sent:

*- Does it happen after performing a particular action, using a specific
tool or feature? *No, it doesn't seem to be consistent to a tool or
feature, but often when saving it does happen (sometimes when not saving
too though).

*- Does it happen while working on a specific file or all? *All. No crash
report, just straight crash.

*- System specification (RAM, CPU, GPU, etc.) *Windows 10 (version
22H2), Intel(R) Core(TM) i9-10980HK CPU @ 2.40GHz 3.10 GHz, 64 GB RAM,
64-bit operating system,

*- Where are your files stored/ saved (Network Drive/ System HDD/ Shared
Folder on System /External HDD)? *Files are being stored/saved on local
Samsung SSD 970 EVO Plus 1TB drive (452 GB of free space).



--
*Natalie Einterz*

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Adobe Employee ,
Sep 06, 2023 Sep 06, 2023

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Thank you for providing additional information, @nataliee88351527. I'm sorry to hear that you're still experiencing crashes in Illustrator, even after trying various troubleshooting steps.

Since the crashes appear to be random and not tied to a specific action, tool, or file, and you're not receiving crash reports, this can indeed be challenging to diagnose.

Would you mind confirming if you are using any antivirus or plugins? Also, please confirm which apps are running in the background when Illustrator freezes or crashes.

Also, would you mind enabling the crash reporter on your machine? Follow these steps to set the preference to Always Show This Dialog:

  1. Open Start
  2. Search for "Command Prompt" and launch it
  3. Enter the following command:
    • REG ADD HKEY_CURRENT_USER\Software\Adobe\CommonFiles\CRLog /v "Never Ask" /t REG_SZ /d 0
  4. Press the Enter key
  5. If asked “Value Never Ask exists, overwrite(Yes/No)?" choose Yes

Once done, the next time Illustrator crashes, please provide a detailed description in the crash reporter. If you can consistently reproduce the problem with specific steps, submit those steps. Even if you don't know the exact steps to consistently reproduce the problem, try to provide as much detail as you can about what you were doing when the problem occurred: What operation were you performing when the problem occurred? What type of document were you using? Did you recently use any plugins? If the problem is specific to a particular file, feel free to share the file via Creative Cloud, Dropbox, or some other file-sharing service and include a link to the file in the problem description. 

Also, please include your e-mail address (the one you logged in with on the community).

I will be looking forward to your response.

 

Best,

Anshul Saini

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New Here ,
Jan 03, 2024 Jan 03, 2024

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Illustrator crashing. Seemed random at first. On older computer, after newest updates while on vacation. Then began crashing on start up. Uninstalled reinstalled no difference. Switched to newer computer. My newer system is listed below. On newer system followed all the instructions on Adobe's form site. I have attached the instructions I followed. Illustrator continues to crash, however, now is crashing when I save. Every. Single. Time. I save. At a loss.

system:
Windows 10, version 22H2

Intel Xeon, W – 2123CPU

64 GB RAM

 NVIDIA Quadro, P2000

 

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Adobe Employee ,
Jan 04, 2024 Jan 04, 2024

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LATEST

Hello @Rob backues,

We understand how frustrating it can be to encounter crashes. Would you mind trying to run Illustrator under a different administrator account (Windows / macOS) and checking if it helps? Also, try Saving your work as a Cloud Document and share your observations.

Looking forward to hearing from you.

 

Thanks,

Anubhav

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