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Starfleet_007
Starfleet_007
Participating Frequently
February 7, 2024
Question

Illustrator crash/freeze issues up to version 28.2

  • February 7, 2024
  • 3 replies
  • 533 views

I am suddenly having crash/freeze/opening issues.  I have installed every version from 27.7 to 28.2 and illustrator is locking up hard.  After multiple tries, it will stick the landing and open, then failure the next time.  It can't even complete a diagnostic.  I have CC cleaned this PC multiple times to no avail to save illustrator.  If I do get past the splash screen, the main screen then freezes.  After 3 failed diagnostics, I got 2 of the attached images.  I have tried the remedy processes they offer especially the CC tool many times.   The one error screen showing where the "adobesplashkit" not responding is very common error in this issue.  Maybe some of these details can help find a remedy.  I feel like this happened after I loaded the latest beta version of Premiere Pro, since has been removed, but didn't remedy the Illustrator crashing.

 

My Work Rig:

Intel i5-10500 CPU @ 3.10GHz
32.0 GB RAM
Windows 10 Pro - 22H2
OS build 19045.3930
NVIDIA T600 4 GB GDDR6
NVIDIA Graphics Driver 537.42

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    3 replies

    Starfleet_007
    Starfleet_007Author
    Participating Frequently
    February 15, 2024

    Update to issue.  Well, for now, it has remedied itself.  What did it take to do this you ask?  My company began the process of upgrading our OS from Win 10 to Win 11.  No updates to the illustrator software since so it is the same version that was crashing.  After the update to Windows, it has been working just as it should be, actually opening a bit faster now.  I wish for others it would be that easy.

     

    My Work Rig:
    Intel i5-10500 CPU @ 3.10GHz
    32.0 GB RAM
    Edition Windows 11 Pro
    Version 23H2
    Installed on ‎2/‎10/‎2024
    OS build 22631.3155
    Experience Windows Feature Experience Pack 1000.22684.1000.0
    NVIDIA T600 4 GB GDDR6
    NVIDIA Graphics Driver 537.42

     

    chopshopstore.com
    chopshopstore.com
    Known Participant
    February 11, 2024

    Not freezing, but the window will not focus SO when I force it to focus by going to spotlight, etc… the window is blank even when I have documents open. So I have to force quit. Again, it is not frozen. The force quit app does not say it is not responding. 

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    February 9, 2024

    Hello @Starfleet_007,

     

    We understand how frustrating it can be to encounter crashes in the middle of work. Would you mind trying the suggestions shared in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and checking if it helps?
    Also, try performing a clean reinstallation of the GPU drivers (Intel / NVIDIA / AMD) and setting the Graphics Preference to High-Performance for Illustrator (https://www.amd.com/en/support/kb/faq/gpu-110) and sharing your observations.

    If the problem persists, kindly submit the crash report using your Adobe email address and share it here for quick tracking. Steps are shared here: (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html). We appreciate your time and patience in helping us resolve this issue.

     

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

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