Illustrator cominues to crash and now won't open

Report · Apr 24, 2023

I always come here to find solutiuonsm but this time.. mothing is working. I have tried everything that I can see to do to help to the point that I may just screw things up worse. Illustartor has always ben my "good child" lol. It's never given me issue in the past decade until the last few weeks. Here are the things I have tried:

reset preferences

uninstalled and reinstalled

removed all wacom files

deleted plugins that might cause issues

tried installing older versions of Illustrator

I have not used the cleaning tool yet, maybe it is a font (how would I know?) maybe there isn't enough RAM but it hasn't given me issue before adn I have been using it for YEARS even on older systems, This computer is only a couple of years old.

Anyway, any wisdom you guys could givc me is appreciated. Last diagnostic it says it disabled VulcanService. aip, but it gives difference asnswers so I am at a loss. Bottom line, I can't get my work done. Please help if you can. Thank you!

Here is the crash report from a couple of days ago... I just updated AI today, but the sample problem.

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.8.0.5" clientVersion="4.8.0.5" applicationName="Adobe Illustrator" applicationVersion="27.4.1" build="672" source="Windows-Client-WER" crashType="n/a">
<time year="2023" month="4" day="21" hour="8" minute="21" second="30" timeoffset="60" timezone="W. Europe Daylight Time"/>
<user guid="4b83482a-dbe4-43fc-8678-66b858c4fd31"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="22621" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="7924" machine="Intel(R) Core(TM) i5-10400 CPU @ 2.90GHz" model="Intel64 Family 6 Model 165 Stepping 3" cpuCount="12" cpuType="8664" cpuFreq="2904 MHz" processorArchitecture="9"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce GTX 1650 SUPER" description="NVIDIA GeForce GTX 1650 SUPER" driverDate="20230115000000.000000-000" driverVersion="31.0.15.2824" videoModeDescription="3840 x 2160 x 4294967296 colors" pnpDeviceID="PCI\VEN_10DE&DEV_2187&SUBSYS_13651028&REV_A1\4&2ACEB45E&0&0008" installedDisplayDrivers="nvldumdx.dll"/>
<gpuinfo availability="Off Line" adapterCompatibility="Intel Corporation" adapterRAM="1024 MB" caption="Intel(R) UHD Graphics 630" description="Intel(R) UHD Graphics 630" driverDate="20220609000000.000000-000" driverVersion="30.0.101.3111" videoModeDescription="" pnpDeviceID="PCI\VEN_8086&DEV_9BC8&SUBSYS_0A4B1028&REV_03\3&11583659&1&10" installedDisplayDrivers="igd10iumd64.dll,igd12umd64.dll,igdumdim64.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x00007FFF30C15A6D">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x00007FFF30C15A6D" symbolname="RtlTryEnterCriticalSection"/>
<stackStatement index="1" address="0x00007FFF30C157CB" symbolname="RtlTryEnterCriticalSection"/>
<stackStatement index="2" address="0x00007FFF30C0F728" symbolname="RtlAllocateHeap"/>
<stackStatement index="3" address="0x00007FFF30C0CD49" symbolname="RtlAllocateHeap"/>
<stackStatement index="4" address="0x00007FFF30C331D4" symbolname="RtlEnumerateGenericTableWithoutSplayingAvl"/>
<stackStatement index="5" address="0x00007FFF30C330E8" symbolname="RtlEnumerateGenericTableWithoutSplayingAvl"/>
<stackStatement index="6" address="0x00007FFF30C0D651" symbolname="RtlAllocateHeap"/>
<stackStatement index="7" address="0x00007FFF30C0C7AA" symbolname="RtlAllocateHeap"/>
<stackStatement index="8" address="0x00007FFF2E2E5804" symbolname="TlsSetValue"/>
<stackStatement index="9" address="0x000000006AA686E4" symbolname="unknown"/>
<stackStatement index="10" address="0x000000006AA60174" symbolname="unknown"/>
<stackStatement index="11" address="0x000000006A9A2001" symbolname="unknown"/>
</thread>
</backtrace>
<registerSet>
<register name="RAX" value="0x0000000000043000"/>
<register name="RBX" value="0x0000022CC1550000"/>
<register name="RCX" value="0x0000022CC1550000"/>
<register name="RDX" value="0x0000000000043000"/>
<register name="RSI" value="0x0000000000000000"/>
<register name="RDI" value="0x00000000C7003CFB"/>
<register name="RSP" value="0x00000081EB201000"/>
<register name="RBP" value="0x00000081EB2010A0"/>
<register name="RIP" value="0x00007FFF30C15A6D"/>
<register name="EFL" value="0x0000000000010206"/>
<register name="LastExceptionToRip" value="0x0000000000000000"/>
<register name="LastExceptionFromRip" value="0x0000000000000000"/>
</registerSet>

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<dumpType>
Full
</dumpType>
<hbLogSessionDllStatus>
ERROR_HB_UNABLE_TO_LOAD_DLL
</hbLogSessionDllStatus>
</crash>

</crashreport>

Report · Apr 24, 2023

Wish I could edit that... forgive the typos!

Report · Apr 24, 2023

Here are other things that came up too.....

Report · Apr 24, 2023

Hello @brandym59252024,

We understand that encountering technical issues can be frustrating. Would you mind trying the suggestions shared in this help article (https://helpx.adobe.com/illustrator/kb/plugin-missing-issue.html) and checking if it helps?

Looking forward to hearing from you.

Thanks,

Anubhav

Report · Apr 24, 2023

Oh I did those things, I deleted all the Microsoft Visual C++ and reinstalled, Though now that I am checking what day I installed. I do notice there isn't a Microsoft Visual C++ Redistributable (2012-2017). Could that me the issue?

I have launched in safe mode and as admin. Sometimes it works, but the next day I am back to battling to open Illustrator again. Am I missing anything else? I have tried to follow everyones suggestions before posting here. The only thing I was afraid to do was the cleaner since it said you needed to be an advanced computer user.

Report · Apr 24, 2023

Anubhav, Any more ideas?

Report · Apr 26, 2023

Hello @brandym59252024,

Thanks for confirming the details. Would you mind trying the following suggestions and sharing your observations:

Install the Microsoft Visual C++ Redistributable: (https://learn.microsoft.com/en-us/cpp/windows/latest-supported-vc-redist?view=msvc-170)
Perform a clean reinstallation of the GPU drivers (Intel / NVIDIA / AMD) and set the Graphics Preference to High-Performance for Illustrator (https://www.amd.com/en/support/kb/faq/gpu-110).

Looking forward to hearing from you.

Regards.

Illustrator cominues to crash and now won't open

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