Illustrator crashe down

[Le Paul]

With my new software update of Illustrator, the program occasionally crashes, especially when I connect it to the power cable. Does anyone know more about this? Or has anyone experienced this issue before? If so, is there anything I can do to fix it? Thank you! Le Paul

[Anshul_Saini]

Hi @Le Paul,

I'm sorry to hear that you're experiencing crashes with the new Illustrator software update, especially when connecting it to the power cable. To help you resolve this issue, we'll need a bit more information. Could you please provide the following details:

1. The version of Illustrator you're using (e.g., version 27.9, 28.0, etc.).
2. Your operating system (e.g., Windows 10, macOS Monterey, etc.).
3. Any specific actions or tasks you're performing when the crashes occur.
4. Whether you receive any error messages or if Illustrator just quits unexpectedly.
5.  Please share the recording demonstrating the issue so we can better understand this.

With this information, we can better assist you in finding a solution to the crashing problem.

Best,

Anshul Saini

[Le Paul]

Hi Anshul,

thank you very much for your quick reply.

1. I use Illustrator 29.9, which is the version that the Creative Cloud has updated.

2. I use a MACBook Pro - Apple M1 Pro [Sonoma 14.0]

3. Unfortunately there are no exact specific tasks that I perform when it crashes. When I work in other software and switch to Illustrator, Illustrator freezes and can no longer do anything. I have to force the software to shut down, there are no other options. As soon as I start the software again, I can save the files that were open again under File Restore.

I hope I have given you all the information you need.

Thank you and I appreciate it.

Greeting
Le Paul

[Anshul_Saini]

Thanks for sharing the details, @Le Paul. To address the crashing issue you're experiencing, could you please update your Illustrator to version 28.0? This update may contain bug fixes and improvements that could resolve the problem you're encountering. After updating, check if the issue persists. If it does, please let us know, and we'll assist you further.

Best regards,

Anshul Saini

[Le Paul]

I updated Illustrator to 28.0 and it worked until yesterday.

I'm not a software specialist, but when the last one crashed yesterday, I noticed that when the battery is below 10% and I, once again, forgot to plug in the power cable, the Illustrator crashes and as reported in the first email, it's there possibly because of it. Thank you for your support and I'll keep you posted if it happens again.

Thank you and have a nice day
LePaul

[Anshul_Saini]

Thank you for the update, @Le Paul. It's interesting to hear that low battery levels might have contributed to the issue. Please do keep us posted if it happens again, especially under those specific conditions. If you encounter any more problems or need further assistance, don't hesitate to reach out.

Best,

Anshul

[Le Paul]

Thank you for your help Ashul and if it happens again, I will let you know.

Best regards
Le Paul

[WindozeIDont]

We also have two Macbooks that do the same thing - Illustrator crash when on low battery - tried 2023 and 2024 versions

[Monika Gause]

I have not experienced this yet.

But anyway: running low on battery harms the computer. So why not plugin the cable in time?

[Oliver259143432nmx]

@Anshul_Saini I wanted to note that my team and I have also been experiencing something exactly like this with Illustrator 28.0. I use an Apple Macbook Pro M2 on macOS 14. 

[Anshul_Saini]

Hi @Oliver259143432nmx,

I am sorry to hear about that. Would you mind running the app as an Intel-based version from the Creative Cloud application? 

If it does help, let us know so we can further investigate the issue.

Best,

Anshul Saini

[Oliver259143432nmx]

Hi @Anshul_Saini , 

The issue still occurs when running the app as the Intel-based version. Additionally, another user on our team has been able to reproduce the issue using an Intel Macbook Pro running MacOS 14. So far, we are unable to test whether or not the issue occurs with MacOS 13 as well.

Once Illustrator becomes unresponsive, I use Force Quit to close the application. After using Force Quit to close the application, subsequent launches of Illustrator (with my computer still unplugged) generates a blank grey screen that can not be interacted with (attached image). As soon as I plug my computer in and relaunch Illustrator, it will open correctly. Once the laptop has charged a couple of percent, I can safely unplug my laptop and Illustrator will continue to launch correctly (until the battery level gets low again).

This issue does not seem to affect other Adobe applications, such as Photoshop.

[Anshul_Saini]

Hi @Oliver259143432nmx,

Thanks for sharing the details. This is not a crash issue, but the UI home screen is showing up blank after launching the app. This issue has been reported by several users, and the product team is actively investigating it. To assist in resolving this problem, the product team has requested access to specific folders from various locations on your Mac.

• Home Screen build from path: /Library/Application Support/Adobe/UXP/extensions/
• Home Screen build from: /Applications/Adobe Illustrator 2024/Adobe Illustrator.app
• Open Illustrator, go to Help > System Info - copy all data and send it to us
• Folder from: ~/Library/Caches/Adobe/CCX Welcome/data/
• Logs from: ~/Library/Logs/CreativeCloud/CCX Welcome

These folders are outlined in the attached video. Sharing these folders will help them further understand and diagnose the problem. Please follow the instructions in the video and share the requested folders with the product team so they can work on a solution.

Thank you for your cooperation and patience as they address this issue.

Best,

Anshul Saini

[JackFlakes]

Having the same issue, any time my M1 Max laptop runs out of power or gets below 10% and I switch apps to/from illustrator the application becomes unresponsive requiring a force quit.

[Monika Gause]

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@JackFlakes  schrieb:

Having the same issue, any time my M1 Max laptop runs out of power or gets below 10% and I switch apps to/from illustrator the application becomes unresponsive requiring a force quit.

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Must be a Sonoma thing, because that happens pretty regularly to me but that doesn't affect Illustrator in any way.

[Le Paul]

Hi Jack,

it's good that you mentioned that, I also have an M1 Max laptop, it may be due to the M1 processor, but that's just a guess, it's not my core competency. It worked fine for a long time then it showed up again.

I'm now also having problems with Acrobat Reader and it's about the same problem as with Illustrator, only not with the power supply, but the program freezes and can't do anything and I've tried everything. This is very strange.

Thanks Jack for your info.
Best regards
Le Paul