• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
0

Illustrator CC 2023 27.1.1 repeatedly crashes/closes/won't open on Mac OS 11.7.2

Explorer ,
Jan 11, 2023 Jan 11, 2023

Copy link to clipboard

Copied

I was using Illustrator CC 2023 27.1.1  quite happily this afternoon for an hour.

Suddenly out of nowhere it repeatedly crashed or wouldn't open.

I am using Mac OS 11.7.2 

 

I have tried signing in and out of Adobe CC Cloud, restating the computer, deleting Astute Graphics Autosaviour files, turning off Adobe Illustrator native auto saving. No good.

 

No other issues on the machine – only Illustrator won't work/crashes/won't open.

 

Just now again I tried to open it, the application launches, windows appear and then it immediately crashes shut, implodes and an error message.

 

I tried using the debug feature and get some code that looks like 2 conflicting versions of AI CC 2023 are causing something to go wrong but I don't really understand this. Please see attached screenshot.

Thanks for any suggestions.

 

TOPICS
Bug , Performance

Views

4.0K

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 3 Correct answers

Community Expert , Jan 11, 2023 Jan 11, 2023

Solutions in this article may help you to fix it:
https://community.adobe.com/t5/illustrator-discussions/how-to-fix-a-crash-and-recover-documents-in-illustrator/td-p/11434061

You may also try to remove the folder "com.adobe.illustrator" from ~/library/caches, restart your mac.

Votes

Translate

Translate
Adobe Employee , Jan 24, 2023 Jan 24, 2023

Hello @soniaf85859573,

 

Sorry to hear about this experience. Are you using Illustrator 27.2 and a Wacom tablet? If yes, kindly try manually removing and reinstalling the drivers by following the steps shared in this help article (https://support.wacom.com/hc/en-us/articles/1500006264541-How-do-I-uninstall-manually-and-re-install-the-Wacom-driver-on-macOS-for-a-Pen-Tablet-Pen-Display-or-Pen-Computer-) and checking if it helps.

If not, kindly try the suggestions shared in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html

...

Votes

Translate

Translate
New Here , Jan 26, 2023 Jan 26, 2023
after a lot of trialling different options, they told me to uninstall my wacom tablet and that fixed it. Once reinstalled, Illustrator has continued to work properly. I don't understand how the problem originated, but it's sorted now.

Get Outlook for Android<>

Votes

Translate

Translate
Adobe
Community Expert ,
Jan 11, 2023 Jan 11, 2023

Copy link to clipboard

Copied

Solutions in this article may help you to fix it:
https://community.adobe.com/t5/illustrator-discussions/how-to-fix-a-crash-and-recover-documents-in-i...

You may also try to remove the folder "com.adobe.illustrator" from ~/library/caches, restart your mac.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Jan 15, 2023 Jan 15, 2023

Copy link to clipboard

Copied

Thank you very much for posting the link to the suggested solutions.

My problem has now been resolved. I appreciate your help.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jan 22, 2023 Jan 22, 2023

Copy link to clipboard

Copied

I tried the methods listed in the atrticle, tried closing andreopening, uninstalling, rebooting, reinstallting, updating everything but still it crashes, sometimes afyter 2 mins, sometimes 5, sometimes 10. Sometime swith a message saying the programme has to close,other times it just shuts down.  My work relies on reliable access to Illustrator ...

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jan 23, 2023 Jan 23, 2023

Copy link to clipboard

Copied

Please sontact Customer Care. They can login to your computer to isolate the issue: https://helpx.adobe.com/comtact.html  You need to be logged into your account. The chat is in the bottom right.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Jan 24, 2023 Jan 24, 2023

Copy link to clipboard

Copied

Hello @soniaf85859573,

 

Sorry to hear about this experience. Are you using Illustrator 27.2 and a Wacom tablet? If yes, kindly try manually removing and reinstalling the drivers by following the steps shared in this help article (https://support.wacom.com/hc/en-us/articles/1500006264541-How-do-I-uninstall-manually-and-re-install...) and checking if it helps.

If not, kindly try the suggestions shared in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and share your observations.

Also, kindly share the crash report by following the steps shared in this help article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html). While submitting the report, kindly use the same email account used here in the community so we can locate it quickly.

 

Looking forward to your response.

 

Thanks,

Anubhav

 

Note: Marking correct for visibility.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jan 26, 2023 Jan 26, 2023

Copy link to clipboard

Copied

Has your problem been resolved yet?
I have the same problem as you.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jan 26, 2023 Jan 26, 2023

Copy link to clipboard

Copied

LATEST
after a lot of trialling different options, they told me to uninstall my wacom tablet and that fixed it. Once reinstalled, Illustrator has continued to work properly. I don't understand how the problem originated, but it's sorted now.

Get Outlook for Android<>

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines