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Illustrator crashes after most most recent Windows 10 update

Community Beginner ,
Oct 05, 2019 Oct 05, 2019

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Last night my computer updated Windows 10 to version 1903 (build 18362.356).

I had Illustrator 2017 installed. I was able to start the program, but was unable to either open previous .ai files, nor open existing .pdf files, nor create new files. Any time I tried to do either of the three, Illustrator crashed before a file was opened or created.

 

I tired multiple times to get it to work. I tried updating it to Illustrator 2019. I tried uninstalling and reinstalling it. I tried uninstalling/reinstalling without preserving user settings/preferences. I tried rebooting, uninstalling, rebooting, installing, and rebooting again. All the same.

 

I came across this thread: https://community.adobe.com/t5/Illustrator/Illustrator-2019-crashing-on-Windows-10/m-p/10650520#M146...

 

I changed my default printer to "Microsoft Print to PDF" and making sure that the checkbox for "Let Windows manage my default printer" was not selected. I still continued to have the same problem.

 

I also saw this thread: https://community.adobe.com/t5/Illustrator/Illustrator-2019-hangs-up-and-then-crashes-on-Windows-10/...

 

I tried renaming Adobe Illustrator and Adobe Illustrator 23 Settings folders to Adobe Illustrator.old and Adobe Illustrator 23 Settings.old in C:\Users\user\AppData\Roaming\Adobe. This did not help either.

 

I did not try rebooting in safe mode yet.

 

I'm having other issues with Adobe software. Adobe Acrobat has been extremely laggy on an intermitent basis all day and took a very long time to start up when I tried to open a basic text-focused .pdf. Meanwhile Photoshop hangs on the splash screen for several minutes and then crashes.

 

I need Illustrator above anything else at the moment. If no viable solutions are proposed before EOD tomorrow, I will try a full system reset.

 

Thanks in advance for any advice.

 

EDIT: Turining off hardware acceleration/"GPU Performance" under Edit>Preferences>Performance before creating a new file or opening an existing file resolved my issue.

 

This is obvious a temporary fix, but it works for now.

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LEGEND ,
Oct 06, 2019 Oct 06, 2019

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Better choose as default Printer: Adobe PDf you have installed with Acrobat.

You need th find the program module or cause of those crashes.

In Windows 10 you have a tool Event Viewer that can do that.

PS-Error.pngexpand image

 Please try it and copy in a message the detailed text that appears. Thank you.

 

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Community Beginner ,
Oct 06, 2019 Oct 06, 2019

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Thanks for your advice, Federico. I tried setting the printer to Adobe PDF, as you suggested. This did not help.

 

Here is my computer's event log for the past 7 hours.  

clipboard_image_0.pngexpand image

 

Illustrator most recently crashed (in the same way as described in my original post) at around 11:15 AM. These crashes appear to not register with event logger.

 

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LEGEND ,
Oct 06, 2019 Oct 06, 2019

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Well, you have to Click on the first top tab: Level to order and see those events labeled as Errors! with a red circle icon. Please check Microsoft information about it if needed, and access to detailed information about each event.

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Community Beginner ,
Oct 06, 2019 Oct 06, 2019

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See below:

clipboard_image_0.pngexpand image

 

Upon clicking on one that says "application error", I get this:

clipboard_image_1.pngexpand image

 

And these are the details:

clipboard_image_2.pngexpand image

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LEGEND ,
Oct 06, 2019 Oct 06, 2019

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Thanks, that dll file I think is associated with your graphic card, try to update the driver or use another stable versión of it for your video card.

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Community Beginner ,
Oct 06, 2019 Oct 06, 2019

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It would appear that you're right. Interestingly, I can't access AMD Radeon settings anymore... I will try turning off hardware acceleration in Ai to see if that makes a difference before sorting out driver issues with my graphics card.

 

EDIT: Turining off hardware acceleration/"GPU Performance" under Edit>Preferences>Performance before creating a new file or opening an existing file resolved my issue.

 

This is obvious a temporary fix, but it works for now.

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Community Beginner ,
Oct 06, 2019 Oct 06, 2019

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I recently had a similar issue, but it wasn't with the Windows 10 update to 1903. I could open Illustrator, but it crashed when I tried to open a file. I could open files in safe mode, but not in a clean boot. I tried every trick in all the threads I could find. 

 

It seems the problem was actually a recent cumulative Security Update from Microsoft (KB4524149). I'm not savvy enough to know why it conflicts with Illustrator, but once I uninstalled this update Illustrator works fine again. 

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Community Beginner ,
Oct 06, 2019 Oct 06, 2019

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Thanks for the insight! I just ran another update. If doing this doesn't help, I might try rolling back to a previous update before doing a system reset.

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LEGEND ,
Oct 06, 2019 Oct 06, 2019

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The problem is with the AMD/ATi graphics card driver, using that dll.

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LEGEND ,
Oct 06, 2019 Oct 06, 2019

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LATEST
Yours is not the latest Windows 10 version, BTW is Build 18995. These problems appear because Windows does not update video drivers, and user have to not forget it is sometimes requested for some applications, even when the driver version was not too old.

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