Illustrator CC 2018 crashes when trying to create a new document

[healthcare improvement]

Hi

I was testing Illustrator on one of our machines and it crashed. Ever since then I have been unable to create a new document or open an existing project. You can open the programme normally through the start menu and enter all the menus and options fine however if you go to Create then select any document type it tries to load the new document but crashes before the side panels can load. This first happened to one of our users back in November 2017 and the only way we could get that staff member up and working was to revert to Illustrator 2017. I have sent crash reports both today and back in November but never heard anything back. I have included some tech specs below as well as the steps I have taken to try and resolve.

HP Elitebook 820 G3

Windows 7

Intel Core i5-6300U with Integrated Intel HD 520 graphics on the latest driver we can install

Display link 7.9 to connect via USB to our external displays

Illustrator 22.1

[Monika Gause]

Did you reset the preferences?

Is a printer connected and turned on?

Did you already contact support and have them log into the machines to check things out?

[healthcare improvement]

Apologies, I forgot to include the steps I have taken in the original post. They are below.

I have updated all drivers I can to the latest version.

We are able to roll back to CC2017 and it works reasonably well so just 2018 is the issue.

There are several printers connected and switched on, setting the adobe PDF printer as default does nothing.

I have reset all preferences, I couldn't get the pop up by holding Shift + Ctrl + Alt so I manually removed them instead.

Illustrator does not work for any user on the machine, regardless if they are a Local User, Local admin, Domain User or Domain Admin.

When I go through the support options the only option I have is to post of the forum unless I select I am having an issue with payments...

Thanks and sorry again for not including in the original post.

[Monika Gause]

Try and reset the OOBE folder as described in here: Illustrator crashes on startup

[healthcare improvement]

Thanks for the reply. I have tried this just now and unfortunately I am getting the same crash. I tried it for a few users on the same machine to see if it fixed anything but still the same.

[Bill Silbert]

To run Illustrator CC 2018 on Windows 7 Service Pack 1 is required. Under those conditions CC 2018 would be supported for Windows 7. However, it must be considered that running the latest Adobe software on an older system might encounter problems based on the difference in the eras in which each has been created. It also should be considered that if this is an older machine then the video card and other hardware components might not be compatible with the latest version of Illustrator.

All that being considered it might also be suggested to try uninstalling CC 2018 using the uninstall option in the desktop app and then prior to reinstalling using the Creative Cloud Cleaner tool Use the Creative Cloud Cleaner Tool to solve installation problems . After the reinstall, I would suggest once again manually clearing the Illustrator preferences.

[Bill Silbert]

One other thought check out the system requirements page Adobe Illustrator system requirements to see if your machine should be trying to run CC 2018.

[healthcare improvement]

The machine is running Windows 7 SP 1 and conforms to the recommended system requirements. Is there a way I can get in direct contact with Adobe about this issue? When I go through the support channel the only option I have is to write on the community forums unless I select we are having issues with payment.

Thanks.

[Monika Gause]

I have alerted support.

[wrensauer]

Hi there,

Can you please send me a private message with your Adobe ID and I will get this escalated to our support team to take a look into this issue.

Thanks for the alert, Monika!

Best,

Wren

[_-_3]

Hi i'm having the exact same problem. As described above:

I was testing Illustrator on one of our machines and it crashed. Ever since then I have been unable to create a new document or open an existing project. You can open the programme normally through the start menu and enter all the menus and options fine however if you go to Create then select any document type it tries to load the new document but crashes before the side panels can load.    

For me this has been a problem since August 2017 with release of gfx drivers for Intel HD520. I've always been running latest current version of W10 and recently upgraded to April Creators update. I've been juggling around with three graphic drivers the last year:
1. Intel HD520 Jan2017 drivers

2. Intel HD520 Aug2017 drivers

3. Intel HD520 Feb2018 drivers (latest release per post)

So to make a long story short:
Jan17 drivers have always worked fine. With the release of Aug17 drivers both Photoshop and Illustrator with no exception would crash exactly as described in OP quote above. I downgraded the drivers to Jan17 (And learned how to stop both Windows and my Thinkpad software to insist on installing the latest driver.) I didn't think more about it and my system was stable until...

-Now, I'm running updated Windows, CC Cloud, and Feb18 graphics drivers. Photoshop works as expected, but Illustrator is having the same problem. I can't any longer roll back my drivers, which was my go-to solution for this problem, because i need the latest drivers to have W10 running properly.

Sorry, if I'm 'hijacking' this thread and should have created my own, but to me it seems like this is a very similar issue. Perhaps it can be of help to OP and staff here to look into how the graphics drivers are related to this, it's been a fix for me earlier.

Any advice will be appreciated, thanks.

Three notes:

1. I tried the 'OOBE' fix as described above, no effect.

2. I have a fresh new W10 reset (this week) with minimal installation of software other than CC.

2. When I installed CC after Win reset all my CC apps were listed as normal, except Illustrator had 'Start Trial', as if it wasn't included in my CC subscription. I have no idea if it's related, it just looked a bit odd. After starting Ill. the first time, 'Trial' disappeared from Creative Cloud and it was listed similarly as the other Adobe apps.

[_-_3]

update: It is failing in PS as well.

[healthcare improvement]

Hi There

Sorry for the very delayed reply, I only log into this account when we have an issue.

What fixed this for us eventually was Turning off GPU acceleration, it does seem to make a small difference in performance however our users were just happy to be able to use the product. I am also convinced this is to do with Intels (or in my case HP's) graphic drivers releases and I will be reviewing this when (if) HP release a new driver set.

Thanks

[lukeb28698877]

Thank you for posting this, its the only thing that would work for me.

I suspect it may also fix Photoshop stability issues that I was having but have since cancelled that subscription.