Illustrator CC 2015 crashes when using the "Save For Web" feature.

[greenegoblin]

Illustrator CC 2015 crashes when using the "Save For Web" feature.

[Manish-Sharma]

Hi Jake,

Is it happening with all the file or specific files ?

Was it used to work in older version of Illustrator ?

Please some more details like system specification etc. which could help diagnose and help troubleshoot the issue better.

- Manish

[greenegoblin]

It happens with any file. And it doesn't happen every time.

System:

iMac (27-inch, Late 2013)

3.4 GHz Intel Core i5

16 GB 1600 MHz DDR3

NVIDIA GeForce GTX 775M 2048 MB

[brandonr46069988]

I have exact same Mac except mine is "NVIDIA GeForce GT 755M 1024 MB" and I get crashes about 2 out of 3 times I Save for Web.  Since I need to do this many times a day for work I hope there is a bug fix soon!!

[saljo joseph]

It happens with me too! since the update of 2015 installed. and I don't want to call adobe india customer support, as they treat users like beggers!

[enter a nickname]

iMac Retina 16 gigs

I've got the same problem with save for web.

It ONLY happens when I resize a jpeg!  This feature has been squishy for some time. The image won't always resize when I type the size (%) and hit tab, but will only resize when I then change the mode back and forth between aart optimized and type optimized. It's THEN that it crashes

It happened as well  in the previous version but not as frequently.

I've tried all the solutions mentioned and none seems to work. On the most stubborn file, I just tried it a half dozen times and eventually it did work.

[Inspyro]

Same issue here but only happens when I use any resize options. The crash occurs when generating the preview image. I have switched off GPU performance and thought I had stopped it, but now does it every time. Saving as png 8 & 24 or jpeg.

MacBook Pro Mid 2014 16Gb Intel Iris Pro

[enter a nickname]

The resize feature has been buggy since 2014 in that it would not automatically refresh the image.

Sent from iPhone

[Singasong7]

I have been having the same issue! This is my work computer and I use the "save for web" everyday more than several times a day and nothing will fix it. It seems that whenever there is a lot of imagery within the art file it will eventually crash if you try to save for web. It might have to do with the failed attempt at a recovery feature that has been added with the update (which deactivates if the imagery is too large.) I am positive the update has caused this issue and it doesn't seem that there is anything I can do on my end to fix it.

Adobe..... PLEASE   please   p l e a s e  fix this!

It is costing so much time and money at this point which I don't have.

Thank you.

27-inch, Late 2013 iMac

Processor  3.2 GHz Intel Core i5

Memory  8 GB 1600 MHz DDR3

Graphics  NVIDIA GeForce GT 755M 1024 MB

Software  OS X 10.9.4 (13E28)

[Web Tech Plus]

I have just installed the update, as well as several windows updates.

The application is not responding any better then it was, we are still sitting here for 10 -15 minutes copying and pasting a simple set of logos to make a 16pp A4 sticker set for a client.

Processor           Intel(R) Xeon(R) CPU E5-1620 0 @ 3.60GHz

Hard Drive           ATA SPCC Solid State SCSI Disk Device

Mother Board       LENOVO 0B98401 PRO

Graphics Card     NVIDIA Quadro K2000

RAM                   16,306 Megabytes

This has only been an issue for the past 2 weeks, so it was since we did a upgrade to Adobe CC 2015 and then ran several patches on the applications. Until then we never had an issue, so that points to an application issue.

[nickgmcclure]

The patch worked perfectly for me – no more crashes in Illustrator CC, Save for Web back to it’s trouble free old self and loving the performance enhancements. Macbook Pro Retina 2013, 2.3 GHZ Core i7, 16GB RAM, NVIDIA GT 750M 2GB

[kylem60206931]

I just did a save for web and there was no crash. Anything special about your file?

[nickgmcclure]

What sort of graphics card do you have? Just trying to see if there's a common factor and as you haven't crashed, maybe this could tell us something?

[Reksio666]

I have the same problem. It worked fine before, now it crashes when I click Save for Web. Also I notticed one other thing, the shapes seem to be jagged, not sharp, they get sharp and straight only when I zoom maximally. What is going on? it's visible even on simple objects like square or circle.

[nickgmcclure]

Same here - just updated last night, trying to save out a magazine cover as jpeg for review, crashes (twice so far now). File is CMYK 300dpi, saving for web at 1600px high. Crashes while generating the preview. Will try it with the GPU acceleration off and see if still happens.

[nickgmcclure]

Happens whether GPU acceleration is enabled or not. And it doesn't happen every time. Sometimes happens if you change one or two settings in the save for web dialog box. Hope Adobe gets on this ASAP!!!

[nickgmcclure]

oh, should have mentioned - Macbook Pro Retina, late 2013, 16GB RAM, NVIDIA GeForce GT 750M 2048 MB

[Raghuveer_Singh]

Hi Lavinia,

Will it be possible for you to join the connect room: https://my.adobeconnect.com/rbhunwal

I want to have a look into this.

Thanks & Regards,

Raghuveer

[nickgmcclure]

Tried to join, said the room was empty. But my experiences are pretty much exactly like others here - Save for Web dialog is consistently crashing the app, usually when trying to resize a Jpeg or other file type - sometimes it crashed while preparing to preview the file, other times after you press Save. And maybe 1 or 2 times out of 10, it works as it should, unpredictably. I have noticed that those complaining in this thread all seem to have Nvidia graphics cards - could that be part of the issue?

[enter a nickname]

I'm using an AMD Radeon R9m295x

Sent from iPhone

[Jacob Bugge]

greenegoblin, others,

Apart from the GPU possibility, see also the Troubleshoot here, including updating of video driver,

https://helpx.adobe.com/illustrator/kb/gpu-performance-preview-improvements.html

you may consider the possibility of some general corruption, see the list below (where 5) is probably irrelevant), unless some clear solution appears.

The following is a general list of things you may try when

A) The issue is not in a specific file,

B) You have a printer correctly installed, connected, and turned on if it is physical printer (you may use Adobe PDF/Acrobat Distiller as the default printer with no need to have a printer turned on, obviously you will need to specify when you actually need to print on paper), and

C) It is not caused by issues with opening a file from external media (see at the bottom).

You may have tried/done some of them already; 1) and 2) are the easy ones for temporary strangenesses, and 3) and 4) are specifically aimed at possibly corrupt preferences); 5) is a list in itself, and 6) is the last resort.

If possible/applicable, you should save current artwork first, of course.

1) Close down Illy and open again;

2) Restart the computer (you may do that up to at least 5 times);

3) Close down Illy and press Ctrl+Alt+Shift/Cmd+Option+Shift during startup (easy but irreversible);

4) Move the folder (follow the link with that name) with Illy closed (more tedious but also more thorough and reversible), for CS3 - CC you may find the folder here:

https://helpx.adobe.com/illustrator/kb/preference-file-location-illustrator.html

5) Look through and try out the relevant among the Other options (follow the link with that name, Item 7) is a list of usual suspects among other applications that may disturb and confuse Illy, Item 15) applies to CC, CS6, and maybe CS5);

Even more seriously, you may:

6) Uninstall (ticking the box to delete the preferences), run the Cleaner Tool (if you have CS3/CS4/CS5/CS6/CC), and reinstall. It is important to use this full three step way: otherwise, things may linger.

http://www.adobe.com/support/contact/cscleanertool.html

[miketea]

Im having the same problem. Trying to save my vectors as jpeg using 'Save For Web' option. AI freezes and closes the program.

[Isulkim]

I am having the same problem - saving for web - png with transparency

Initially updated from CC

crashes started - I uninstalled - I rebooted

launched Illustrator again and opened the file working on

saved for web

selected slices for export

CRASH

rinse, repeat... not the best way to launch a product Adobe - might need to up the quality control a touch.

OSX Yosemite

10.10.3 (14D136)

3.12 TB Fusion Drive

iMac (27-inch, Late 2012)

3.4 GHz Intel Core i7

16 GB 1600 MHz DDR3

NVIDIA GeForce GTX 675M 1024 MB

[nickgmcclure]

I'm wondering - is this happening only to Macs with Nvidia graphics cards? Anyone with ATI or other cards experiencing this?

[Kobkat]

I had a similar problem (crash) when using the "Save for Microsoft Office". The problem happens repeatedly for any files.

Environment

Windows 8.1 64bit

Intel Core i7-U4600U

RAM:8.0GB

Regards,