Illustrator cc 2019 & 2020 keeps crashing

[rakhi.anand]

I have been having this problem for quite a while now, since last year 2019. Illustrator gets stuck in the middle of work and crashes. Transform points disappears. I have to reinstall every time. Wasting time doing this to and fro. Even with the updated version 2020, its still the same.

[Rishabh_Tiwari]

Hi there,

Sorry to hear about the trouble. I would request if you can share a few more details like:

1. The exact version of Illustrator and the Operating System.
2. Does it crash while performing any particular task or it crashes randomly?
3. Is this happening while working on a specific file or multiple files?
4. Where are the files saved, locally or on any network or shared drive?
5. Do you use any third-party plugin with Illustrator?

Regards

Rishabh

[rakhi.anand]

Hi Rishabh,

I am using adobe illustrator CC 2020, previously i was using adobe illustrator CC 2019, but both had similar issus.

I am using - Surface Pro (5th Gen) Model 1796 (Microsoft Windows)

It is crashing randomly. If I try to open PDF, if I try to use the tools, if I try to save etc

Its not specific, its happening on multiple files.

My files are saved locally in my pc

I am not using any third party plugin.

[Rishabh_Tiwari]

Thanks for sharing the details, I'd recommend, please try the steps below and share your observation:

1. Please check if you have a default printer connected and turned on, if not, please set Adobe PDF as the default printer.

2. Reset Preferences:  
   -Close all Adobe applications.  

   -Go to Location C:\Users\user\AppData\Roaming\Adobe  

   -Rename Adobe Illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old and Adobe Illustrator 24 Settings.old  

   -Launch Illustrator from the Creative Cloud.  

   Disclaimer: Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.  

3. If that doesn't help, try booting the system into Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator. 
4. If that doesn't help, try booting the system into Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator. 
5. If nothing helps, then we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/support.html) and select the chat button in the lower-right corner of the page. We can help faster that way. 

Regards

Rishabh