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Illustrator crashes at startup

New Here ,
Feb 21, 2024 Feb 21, 2024

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I'm working on Windows 10 Pro (version 22H2). Processor: 12th Gen Intel(R) Core(TM) i7-12700H 2.30 GHz. RAM: 32,0 GB (31,7 GB usable). System: 64-bit operating system, x64-based processor.

Having no problems for about 16 months in this company it started 10 days ago. My account is okay. After going true all possible Adobe solutions that didn't work, my IT colleague formatted my laptop to be sure of a clean start. Unfortunately Illustrator keeps crashing. I have 2 colleagues working on Adobe and just one of them also had some diffuculties with Illustrator. All other programs as Indesign, Photoshop and Acrobat are working fine.

What more can i check?

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Adobe
Adobe Employee ,
Feb 21, 2024 Feb 21, 2024

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Hello @Peter35425970ch9o,

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://adobe.ly/3T70nL6) and checking if it helps?

Also, try performing a clean reinstallation of the GPU drivers (Intel / NVIDIA / AMD), setting the Graphics Preference to High-Performance for Illustrator (https://adobe.ly/3OQhTjX), and trying to run Illustrator under a different administrator account (Windows / macOS) and checking if it helps?

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://adobe.ly/3I7O0YL). We appreciate your time and patience in helping us resolve this issue.

Looking forward to hearing from you.

 

Thanks,

Anubhav

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New Here ,
Feb 21, 2024 Feb 21, 2024

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Thanks for this quick reply.

I just tried the setting in High Performance for Illustrator. I could open a blank page but when i tried to open an excisting file Illustrator crashed.

Can you please tell me how i receive a crash report? I don't receive this automaticly it seems.

 

Regards

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New Here ,
Feb 23, 2024 Feb 23, 2024

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Hey again,

We updated our NVidia and Dell to the latest versions. This also did not fix it. Opening a file from my desktop (local) did'n work either. Sometimes i don't get to the startpage, sometimes i do and somtimes i even got to open a file and work in it for a few minutes untill it crashes again.

We now are going to try working in AI as administrator, but i don't see were this can lead to ...

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New Here ,
Feb 27, 2024 Feb 27, 2024

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It seems that the problem got solved by disabling Trend Micro antivirus. I'm now working normal since this morning after disabling.

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