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default7vyw69evseon
Participant
February 20, 2023
Answered

Illustrator crashes when connecting external monitor

  • February 20, 2023
  • 3 replies
  • 1390 views

Hi all,

 

Illustrator was working fine on my Dell XPS laptop with GTX1650ti graphics card.A few days ago windows 11 updated and since then illustrator just stopped working correctly...

 

If i don't connect an external monitor, just start and use illustrator on the laptop screen everything works. I can open files, create files, no issues.

BUT from the moment i connect my external monitor, be it through HDMI, mini display port or whatever. I can not use illustrator anymore I can start it but the moment i open a file or create a file illustrator freezes and crashes...

I am going insane 🙂 and can not work like this...

 

Things i have done so far (and haven't been the solution):
Installed older versions of illustrator - don't work either.
Deleted the .config files as suggested in a Adobe post.
Reinstalled and updated my graphics card drivers
Disabled GPU performance in illustrator
Forcing the computer to only use the 1650GPU (through the NVIDIA control panel and by dissabling the integrated intel GPU)

 

What works currently:
Disconnecting my monitor, starting illustrator on the laptop screen and once it is running i connect my external monitor and illustrator keeps working. The moment i quit illustrator and restart it on my external monitor it does not work anymore.

Is anyone experiencing the same issue and maybe has a solution for me?

 

Best regards

This topic has been closed for replies.
Correct answer default7vyw69evseon

OK,

So after trying almost everything, troubleshooting spending hours trying to fix it.
I stumbled upon this reddit post: https://www.reddit.com/r/Adobe/comments/dsfnsu/illustrator_crashes_when_creating_a_new_document/

 

And this fixed my issue!!

Do not ask me how this is possible or what is the problem but if anyone is experiencing the same ship as me i hope i saved you some time. This must be the dumbest fix but it's working 🙂 .

 

So in windows go to 'printers & scanners - and under printer preferences disable 'Let Windows decide default printer'.
Once i unchecked this everything was working as it should... Crazy.

So in this case my issue is solved.


Grts!

3 replies

D
default7vyw69evseonAuthorCorrect answer
Participant
February 21, 2023

OK,

So after trying almost everything, troubleshooting spending hours trying to fix it.
I stumbled upon this reddit post: https://www.reddit.com/r/Adobe/comments/dsfnsu/illustrator_crashes_when_creating_a_new_document/

 

And this fixed my issue!!

Do not ask me how this is possible or what is the problem but if anyone is experiencing the same ship as me i hope i saved you some time. This must be the dumbest fix but it's working 🙂 .

 

So in windows go to 'printers & scanners - and under printer preferences disable 'Let Windows decide default printer'.
Once i unchecked this everything was working as it should... Crazy.

So in this case my issue is solved.


Grts!

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    February 20, 2023

    Hello @default7vyw69evseon,

     

    We understand how frustrating it can be to experience crashes. Would you mind trying the steps in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and let us know your observations. Also, kindly share the crash report using the steps in this article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html) and use the same email account as your community account for quick tracking. We appreciate your time and efforts in resolving this issue.

     

    Looking forward to your response.

     

    Thanks,

    Anubhav

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    February 20, 2023

    You could check whether there is an update for your graphic card driver or a complete different driver available. If you currently have a gaming driver, install a normal one.

    D
    default7vyw69evseonAuthor
    Participant
    February 20, 2023

    Hi! Thanks, but i de-installed the drivers, installed the correct 'studio' driver from the NVIDIA sit, clean install. And checked for updates. Nothing helped 🙂 .

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    February 20, 2023

    You could also check whether there are any different settings for your two monitors in the system that might cause this. Are they hooked to the same card?

     

    Maybe contact Customr Care and have them search for it?

    https://helpx.adobe.com/contact.html

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