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aliciac50205547
Participant
May 6, 2019
Answered

Illustrator crashes / freezes Saving + Opening Files

  • May 6, 2019
  • 10 replies
  • 22100 views

Every time I open a file on Illustrator or try to save an illustrator file the program freezes and crash. This happens even when I save a file that is empty, or open a file that is an empty page. I have the latest version of adobe illustrator downloaded. At this point, its difficult for me to ues illustrator at all since nothing will save and I am unable to open older files.

I have a

Macbook Pro (15 in, 2016)

Processor 2.6 GHz Intel Core i7

Memory 16 GB

Os Mojave 10.14.4

Please let me know if you have any suggestions / solutions. I've tried contacting Adobe directly, but I am unable to do so / they do not allow it on their website.

    This topic has been closed for replies.
    Correct answer Srishti Bali

    Hi all,

     

    We understand how frustrating crashes can be. We have consolidated the most popular solutions that help in fixing these issues and also, how you can recover unsaved documents after a crash. Please check this help article for more details.

     

    If you still need help, feel free to reach out, we'd be happy to help.

     

    Regards,

    Srishti

    10 replies

    Srishti Bali
    Community Manager
    Srishti BaliCommunity ManagerCorrect answer
    Community Manager
    September 15, 2020

    Hi all,

     

    We understand how frustrating crashes can be. We have consolidated the most popular solutions that help in fixing these issues and also, how you can recover unsaved documents after a crash. Please check this help article for more details.

     

    If you still need help, feel free to reach out, we'd be happy to help.

     

    Regards,

    Srishti

    D
    DMDI
    Known Participant
    August 11, 2023

    Is this supposed to qualify as support?

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    August 11, 2023
    @DMDI  schrieb:

    Is this supposed to qualify as support?

     

    This is a community forum and the helpx files are for self service and yes, they do indeed help people find things and fix them.

    You can always contact Customer Care and they will log into your computer and dive into things individually. 

    K
    KobieS
    Participant
    March 31, 2020

    It is almost exactly a year later.... and guess what? I am having the same problem 😕😕 I have the latest version of Illustrator (2020) installed on my PC.  It used to work fine, I didn't change any settings or install any new software on my PC and suddenly the last two weeks the same problem that the previous couple of people in the feed has had is happening to me 😞 

    I suppose I should also use an older version of Illustrator then? But I think Adobe needs to adress the situation

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    March 31, 2020

    Can you set the printer to the default PDF Printer on Windows? Does that help?

    Rockett_Media
    Rockett_Media
    Participant
    May 22, 2019

    So, eventually this problem came back and the only way to restore functionality to Illustrator was to run the suitcase fusion uninstaller and remove the program from my system.


    Working with Extensis now, to see what they can offer.

    Was Suitcase the problem with all of you?

      Srishti Bali
      Community Manager
      Srishti BaliCommunity Manager
      Community Manager
      May 22, 2019

      Hi there,

      Thanks for updating us. Do let us know if there are any insights from Extensis.

      Thanks!

      J
      jdeboissieu
      Participant
      June 24, 2019

      Hello,

      Had the same problem with one file that wouldn't open with Illustrator 20.0.4.

      My machine is a MacBook Pro (mid-2015) running under Mojave 10.14.5.

      Processor 2,5 GHz Intel Core i7.

      Memory 16Go

      Graphic card AMD Radeon R9 M370X 2Go

      Intel iris Pro 1536Mo.

      Had to remove Suitcase Fusion 9

      Stop FM Core with Activity Monitor

      And now file work.

      G
      greylids
      Participating Frequently
      May 21, 2019

      Looks like it could be an Extensis Suitcase problem. With the Adobe tech's help, I moved the extension out of my Illustrator folder and I was able to open files again.

      Looks like we need to test this and see if you guys get similar results.

      G
      greylids
      Participating Frequently
      May 20, 2019

      I spoke to an Adobe specialist who works with the development team.

      There is some kind of problem in the newest version of Illustrator that causes this behavior on my machine.

      The solution was to downgrade to the previous version of Illustrator, so now I'm on CC2018 and the universe is back to normal.

      They are troubleshooting CC2019 and I will report back once there is progress.

      Stay Tuned

      Srishti Bali
      Community Manager
      Srishti BaliCommunity Manager
      Community Manager
      May 20, 2019

      Hi,

      Could you please try installing version 23.0.0 or 23.0.2 and check if you see this issue there. For this, you have to uninstall Illustrator 23.0.3 and install it from the creative cloud desktop app (See screenshots).

      Thanks!

      C
      carollinek1
      Participant
      May 18, 2019

      I am having the exact same problem.

        Monika Gause
        Community Expert
        Monika GauseCommunity Expert
        Community Expert
        May 19, 2019

        carollinek1  schrieb

        I am having the exact same problem.

        Freezing/crashing when opening/or saving files?

        Do you have a printer connected?

        It's important: if you don't have one, set up a PDF printer.

        C
        carollinek1
        Participant
        May 19, 2019

        Every time I open a file or start developing some work, it completely locks my computer and I have to turn off the button. For it freezes completely.

        I formatted, I put an SSD, but the problem continues.

        Machine Settings:

        Lenovo IdeaPad 320

        Intel Core i7 7500U

        SSD 226GB

        Memory 8GB RAM

        HD 1 TB

        GeForce 940MX Video Card

        G
        greylids
        Participating Frequently
        May 18, 2019

        I am having the exact same problem. I've done all the troubleshooting things described above. Some of the things I was told. Don't sign into iCloud. Don't use external hard drives. Don't connect to cloud services - Dropbox, Google Drive and so on. Honestly? This is laughable.

        I've even upgraded to Mojave, and lost all of my Nvidia drivers, which means all my CUDA support is gone.

        After upgrading to Mojave, I erased my hard drive and started over. I still have the same problem.

        I've lost three days of work due to this issue. What do I do? Submit a bill to Adobe for each day of lost work?

          Srishti Bali
          Community Manager
          Srishti BaliCommunity Manager
          Community Manager
          May 13, 2019

          Hi Alicia,

          Thanks for reaching out. I understand that illustrator is crashing/ freezing while opening or saving the files. I would like to know if the steps suggested above worked for you, or the issue still persists. If you are still facing this issue, let me help you make this right.

          I would request if you can share a few more details like:

          • Version of Illustrator
          • Where the files are saved(Network Drive/ System HDD/ Shared Folder on System /External HDD)?
          • Does turning off dictation (HOW TO ENABLE OR DISABLE DICTATION IN MAC OS MOJAVE - YouTube ) helps?
          • Turn off the i-cloud sync services from the system preferences by following these steps (See screenshot) and let us know if that helps.

          Kindly update the discussion if you need further assistance with it.

          Thanks,

          Srishti

            The Soapbox Philosopher
            The Soapbox Philosopher
            Participating Frequently
            May 18, 2019

            Hi Srishti

            I am having the same problem and all my work has come to a holt.  I can't do anything.  Illustrator freezes and crashes when I try to open any file.  I've also tried to save a blank file and it freezes and crashes then too.

            I have a Mac Book Pro with the latest OS - Mojave 10.14.4.  I've uninstalled and reinstalled illustrator (deleting preferences) and rebooted my machine a few dozen times.  I use illustrator CC.  Nothing has helped so far.

            • I’ve uninstalled illustrator and reinstalled it and rebooted my laptop in between (deleting preferences), this didn’t work so I uninstalled all Adobe CC apps, used the Creative Cloud Cleaner Tool, rebooted and reinstalled CC Manager and Illustrator - problem is still there.
            • I don’t have anything from Esko installed, I don’t know anything about it.
            • All my work (illustrator files) is saved in iCloud.
            • Dictation is not enabled on my OS.
            • I didn’t have iCloud sync ticked.
            • HELP!

            I really hope you can help me, I’m getting no work done and I have a backlog to get through.  I need the work.

            Please help!

            Lee

            Srishti Bali
            Community Manager
            Srishti BaliCommunity Manager
            Community Manager
            May 20, 2019

            Hi Lee,

            Thanks for reaching out. I am sorry about the delay due to the weekend. As per your query, Illustrator is freezing while opening the file and all your files are saved in i-cloud. I understand that you have already tried resetting preferences and reinstalling Illustrator. I would request if you can follow these steps and share results:

            • Please save a file to Desktop and then try opening it from there. Let us know how it works from Desktop.

            PS: Illustrator does not support network or removable drives as scratch disks, or folders of file sync services such as Dropbox, Google Drive, and i-cloud (Illustrator support for networks and removable media ).

            We are here to help, just need more information.

            Thanks!

            meganchi
            meganchi
            Legend
            May 6, 2019

            Do you have any Esko plugins installed? We had an issue of illustrator crashing any time we tried saving a blank file to a network drive.

            I have a workaround that Esko gave our company.

            T
            tcosgrove@unicorr.com
            Participant
            December 28, 2020

            Please tell me, I use Esko plugin for 3D rendering this is driving me crazy.

             

            Bill Silbert
            Community Expert
            Bill SilbertCommunity Expert
            Community Expert
            May 6, 2019

            The first thing to try is to trash your Illustrator preferences to make sure that the program is back to its factory defaults.

            To do so on a Mac:

            The User Library folder in which Illustrator’s preferences are stored is hidden by default on most Macintoshes. To access it make sure that Illustrator is closed and click on the desktop to launch a Finder Window (Command-N).With this window in column view follow the path User>Home folder (it’s the folder with an icon that looks like a house—it may have the user’s name rather than “Home”) and click on the Home folder. With the Option Key pressed choose Library from the Finder Go Menu. “Library” will now appear within the Home folder. Within the Library folder find the folder called Preferences and within it find the folder called “Adobe Illustrator <Version #> Settings” (earlier versions of Illustrator might just say “Adobe Illustrator”) and the file called “com.adobe.Illustrator.plist” and delete both that folder and that file. When Illustrator is next launched it will create new preference files and the program will be restored to its defaults.

            The advantage of manually deleting preference files in this manner is that after you’ve reset up the program (make sure that no document window is open) to your liking, you can create copies of your personalized “mint” preference files (make sure that you quit the program before copying them—that finalizes your customization) and use them in the future to replace any corrupt versions you may need to delete.

            If trashing preferences does not work then you can try uninstalling and reinstalling Illustrator in the following manner:

            In the app section of your Creative Cloud desktop app click on the “V” next to the app’s (Illustrator) name and choose the “Uninstall” option from the pull-down menu that appears. After you’ve run the uninstall then use the Creative Cloud Cleaner Tool Use the Creative Cloud Cleaner Tool to solve installation problems . Then reinstall the program through the Desktop app. Before you reinstall, once again trash all preference files to make sure that your install is completely clean. Then launch Illustrator and see if the problem persists.

            You can also contact Adobe directly through Contact Customer Care .

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