Inspiring

Answered

Illustrator CC2015 won't start

Forum|Forum|10 years ago
July 9, 2015
9 replies
13528 views

Hi,

I have uninstalled Illustrator and CC multiple times including using the Cleaner Tool.

Illustrator starts up and then crashes. Never had this problem with any previous versions of Illustrator.

It is currently on Diagnostic Test 89 105 but crashes after every test. It seems to be stuck in some sort of loop?

This has been going on for two days now and I'm losing the will to live.

Would very much appreciate some help.

This topic has been closed for replies.

Correct answer sanjaykr

The problem got fixed after installing Tahoma font. Some how the font was missing on Gareth's machine.

Sanjay.

F

flexart

Participant

For all people. Acording to Adobe chat support, you have to rename the relative illustrator folder in your %appdata%adobe/adobe illustrator x settings, where "x" is your version number.

sanjaykrCorrect answer

Adobe Employee

The problem got fixed after installing Tahoma font. Some how the font was missing on Gareth's machine.

Sanjay.

Mike_Gondek10189183

Community Expert

Have the same or similar problem on Mac 10.10.5. I uninstalled and reinstalled Illustrator cc 2015.

I recently closed down some fonts in fontbook, as there are so many foreign language fonts slowing down the system and making the fonts lists long. Can we get a list of what Fonts the creative suite needs in order to function properly?

Tahoma is active. InDesign & Photoshop are working. All the fonts in the PDF & Windows Office font book are active. I made a set of the fonts that I wish to we would prefer to keep closed

Mike_Gondek10189183

Community Expert

I did enable all these fonts as a test and still Illustrator will not start. I have no 3rd party extensions in Illustrator and have flushed my font cache & deleted the Adobe Illustrator 19 Settings folder.

Splash screens flashes and about 3 seconds later this pops up, with no option for safe mode.

Sanjay, will try sending you my dump file, if you could please take a look. No hurry as we use CS6 at work on CC 2015 to convert down.

M

mcjo_dizon

Participant

Hi,

Did you try running it as an admin?

Regards!

I

IUstudio

Participant

Hi

I am experiencing the same problem as above.

I have Windows 7

I can't find the AppData folder in C:\users\

Can someone please help?

Thanks

Larry G. Schneider

Community Expert

Enable hidden files in Explorer.

I

IUstudio

Participant

The problem seems to be fixed after I uninstalled the software for Wacom Tablet!

Thanks for your help Larry!

sanjaykr

Adobe Employee

Hi Gareth,

It looks like the Safe Mode detector is not able to diagnose the root cause of the crash. Can you please try following steps and send us a crash dump at ShareWithAi@adobe.com.

1. While this dialog is up, Go to task manager and Kill "AISafeModeLauncher.exe"

2. Click "Yes" to launch illustrator again.

3. When illustrator crashes and "Illustrator crashes or not responding dialog is up", go to task manager and select "Illustrator.exe",

4. Right click on the Illustrator.exe and select Create Dump

5. Once the dump file is created, You will get a message about the location of of the dump file. (Typically it is in the temp folder)

Please send this dump file via a Creative Cloud or any other file sharing service link.

Thanks,
Sanjay.

bowen192Author

Inspiring

Hi Sanjay,

If I send an e-mail to ShareWithAI@adobe.com, it just gets bounced back with this:

W

wshiwsbrding

Participant

Hi Sanjay,

Sorry about that. I have re-sent the link.

Gareth

so now what?

I have this same issue. updated to the new ai cc 2015 and now i cant open it. It just keeps ticking up this diagnostic test number, now Im at 33.

If I go to the task manager, I dont see a process called "AISafeModeLauncher.exe" but I do see one that just says Adobe Illustrator CC 2015. Everything else is identical. Same dialogue box, click yes over and over. Windows 8.1 64bit on Dell XPS 2720 w 16gb ram.

Photoshop and Dreamweaver both updated and operate fine.

Thanks