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Kathinka29031738h098
Participant
January 26, 2024
Question

Illustrator 28 (2024) freezes on startup

  • January 26, 2024
  • 2 replies
  • 1485 views

I have a problem where Illustrator keeps freezing on startup. It doesnt matter if i open the application, or if I open a file. The program is not responding, and when i try to go to Illustrator -> Preferences, and press something, nothing happens. I cant even quit, minimize or maximize the screen.

 

  • I have the newest update on Mac OS Sonoma 14.3 M1.
  • All other adobe apps works great.
  • I have tried earlier versions of illustrator, and the latest that i can get to work is V 27. I need the newest version due to school projects though.
  • I have tried opening disconnected to internet.
  • I have tried Adobe Cleaning tool.
  • I have reinstalled Creative Cloud 2 times.
  • Uninstalled all plugins and removed any scripts downloaded.
  • Tried opening in admin mode.

 

So yeah. It is very critical due to the fact that i need this program for school, and we have upcoming assignments due. Please help me 🙂

    This topic has been closed for replies.

    2 replies

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    January 28, 2024

    Hello @Kathinka29031738h098,

     

    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.html) and checking if it helps? Also, kindly submit the crash report using your Adobe email address and share it here for quick tracking. Steps are shared here: (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html). We appreciate your time and patience in helping us resolve this issue.

     

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

    K
    Kathinka29031738h098Author
    Participant
    January 28, 2024

    One from Adobe has tried by remote controlling my Mac. They couldnt figure it out, and has the Engineering team on it. They will do a debugging session next week. 

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    January 29, 2024

    Hello @Kathinka29031738h098,

     

    I'm sorry to hear that you're experiencing freezing issues with Illustrator 28 on your Mac. It's great that the support team is actively looking into the problem, and I hope they can find a resolution during the debugging session.

     

    As a temporary solution, try version 27.7, as it has been reported by some users, to work fine; you might want to use that version for your school projects until the issue with version 28 is resolved.

     

    If you have any further questions or if there's anything else I can assist you with, feel free to let me know. Best of luck with your school projects!

     

    Regards,

    Anshul Saini

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    January 26, 2024

    Your best option is probably to contact Customer Care https://helpx.adobe.com/contact.html. They can login to your computer.

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