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Tania24335002is5a
Participant
May 5, 2022
Answered

Illustrator crash with Monterey 12.3.1

  • May 5, 2022
  • 1 reply
  • 952 views

Hi

 

I can't open any file with Illustrator by either dragging and dropping, right clicking and "open>Illustrator 2022", or by selecting the "file>open>"whichever file. None of these options work and I can't create a new file in Illustrator either. Any of these actions results in the colour wheel of doom circling forever and the "(not responding)" note next to the Illustrator icon in the dashboard. I'm using Mac with Monterey 12.3.1

 

I've tried uninstalling and reinstalling, I've tried resetting my preferences, and using the Adobe Apps cleanup tool, and NOTHING has solved this issue. Please help.

This topic has been closed for replies.
Correct answer Anshul_Saini

Hello @Tania24335002is5a,

 

We are sorry for the trouble. Several users have reported this issue: We would like to investigate the issue further. I would request you to share a couple of log files with us:

 

 

  • SPX file by following these steps:
    Click on Apple Icon > About this Mac > System Report
    This will launch the System Profiler
    Then Click File > Save > Save in Creative Cloud Files
    Then open https://assets.adobe.com/files
    Click on three dots next to SPX file > Share > Copy Link and paste it into a private message.

 

Once you collect these logs, then you may try turning off GPU performance from Illustrator preferences and let us know if it works for you or not. 


This information will be really helpful for us. I am looking forward to your response.

 

Thanks,

Anshul Saini

1 reply

Anshul_Saini
Community Manager
Anshul_SainiCommunity ManagerCorrect answer
Community Manager
May 5, 2022

Hello @Tania24335002is5a,

 

We are sorry for the trouble. Several users have reported this issue: We would like to investigate the issue further. I would request you to share a couple of log files with us:

 

 

  • SPX file by following these steps:
    Click on Apple Icon > About this Mac > System Report
    This will launch the System Profiler
    Then Click File > Save > Save in Creative Cloud Files
    Then open https://assets.adobe.com/files
    Click on three dots next to SPX file > Share > Copy Link and paste it into a private message.

 

Once you collect these logs, then you may try turning off GPU performance from Illustrator preferences and let us know if it works for you or not. 


This information will be really helpful for us. I am looking forward to your response.

 

Thanks,

Anshul Saini

T
Tania24335002is5aAuthor
Participant
May 6, 2022

Hi Anshul_Saini,

 

These steps worked; I'm able to create a new document and import files to Illustrator now. Thanks for the quick response and help!

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
May 6, 2022

Thanks for confirming @Tania24335002is5a. I am glad to hear it worked for you.

Were you able to collect the logs before resolving the issue by turning off GPU performance? If yes, please share the download links to the logs with me here or via DM.

 

It would be really helpful for us.

Regards,

Anshul Saini

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