Illustrator crashes when creating or opening a file.

Community Beginner ,
Jun 21, 2018 Jun 21, 2018

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I haven't used illustrator for a while, so I can't say when the problem devoped.

AI crashes when opening or creating a file. Already tried the following after reading different discussion

  1. Reset the preferences
  2. Uninstalled and re-installed 22.1 (64)
  3. Uninstalled all Adobe apps and ran "AdobeCreativeCloudCleanerTool.exe"
  4. Installed a trial version of Acrobat and made Adobe PDF the default printer
  5. Tried earlier versions
  6. ran sfc /scannow

It's a surface pro with Win 10 Enterprise.

The problem remains the same.

If start Windows in Safe mode Illustrator works.

What else can I try ?

This is the crash report...

<?xml version="1.0"?>

<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">

<crashreport serviceVersion="1.6.3" clientVersion="1.6.3" applicationName="Adobe Illustrator" applicationVersion="22.1.0" build="312">

<time year="2018" month="6" day="21" hour="22" minute="46" second="5"/>

<user guid="6b0b7b4c-c85b-4d18-8dea-f97fed58c975"/>

<system platform="Windows 10 Enterprise" osversion="10.0" osbuild="16299" applicationlanguage="en-us" userlanguage="en-US" oslanguage="en-US" ram="16309" machine="Intel(R) Core(TM) i7-7660U CPU @ 2.50GHz" model="Intel64 Family 6 Model 142 Stepping 9" cpuCount="4" cpuType="8664" cpuFreq="2496 MHz"/>

<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x00007FFDEE54F289">

<backtrace crashedThread="0">

<thread index="0">

<stackStatement index="0" address="0x00007FFDEE54F289" symbolname="DrvValidateVersion"/>

<stackStatement index="1" address="0x00007FFDEE55E3CE" symbolname="DrvGetLayerPaletteEntries"/>

<stackStatement index="2" address="0x00007FFDEE543C9B" symbolname="DrvPresentBuffers"/>

<stackStatement index="3" address="0x00007FFDF2539288" symbolname="wglCopyContext"/>

<stackStatement index="4" address="0x00007FFDEE544959" symbolname="DrvSwapBuffers"/>

<stackStatement index="5" address="0x00007FFDEE54461F" symbolname="DrvSwapBuffers"/>

<stackStatement index="6" address="0x00007FFDF254A877" symbolname="wglSwapBuffers"/>

<stackStatement index="7" address="0x00007FFE3DF3330E" symbolname="SwapBuffers"/>

<stackStatement index="8" address="0x00007FFDF2D173E4" symbolname="AGMTerminate"/>

<stackStatement index="9" address="0x00007FFDF2C8891C" symbolname="AGMTerminate"/>

<stackStatement index="10" address="0x00007FFDF2C99FB5" symbolname="AGMTerminate"/>

<stackStatement index="11" address="0x00007FFDF2BA8719" symbolname="unknown"/>

<stackStatement index="12" address="0x00000000007DA1E5" symbolname="unknown"/>

<stackStatement index="13" address="0x00000000007D9C8C" symbolname="unknown"/>

<stackStatement index="14" address="0x00000000009B7815" symbolname="unknown"/>

<stackStatement index="15" address="0x00000000009C3BEF" symbolname="unknown"/>

<stackStatement index="16" address="0x00000000009BCC98" symbolname="unknown"/>

<stackStatement index="17" address="0x00000000006136B6" symbolname="unknown"/>

<stackStatement index="18" address="0x0000000000F10148" symbolname="unknown"/>

<stackStatement index="19" address="0x0000000000A441F0" symbolname="unknown"/>

<stackStatement index="20" address="0x0000000000F05B4D" symbolname="unknown"/>

<stackStatement index="21" address="0x00000000009832DE" symbolname="unknown"/>

<stackStatement index="22" address="0x0000000062F57898" symbolname="unknown"/>

<stackStatement index="23" address="0x00007FFDF0E13D1B" symbolname="DispatchEvent"/>

<stackStatement index="24" address="0x00007FFDF0E13E6A" symbolname="DispatchEvent"/>

<stackStatement index="25" address="0x00007FFDF0E13850" symbolname="DispatchEvent"/>

<stackStatement index="26" address="0x00007FFDF0DD53DA" symbolname="unknown"/>

<stackStatement index="27" address="0x00007FFE4043B85D" symbolname="CallWindowProcW"/>

<stackStatement index="28" address="0x00007FFE4043B1EF" symbolname="DispatchMessageW"/>

<stackStatement index="29" address="0x00000000713C7C54" symbolname="exo::app::OS_AppBase::PumpMessage"/>

<stackStatement index="30" address="0x00000000713C7D9B" symbolname="exo::app::OS_AppBase::RunEventLoop"/>

<stackStatement index="31" address="0x0000000000C8D986" symbolname="unknown"/>

<stackStatement index="32" address="0x00000000007684A1" symbolname="unknown"/>

<stackStatement index="33" address="0x00000000007C20B8" symbolname="unknown"/>

<stackStatement index="34" address="0x0000000000D45C81" symbolname="unknown"/>

<stackStatement index="35" address="0x0000000001381B17" symbolname="unknown"/>

<stackStatement index="36" address="0x00007FFE40841FE4" symbolname="BaseThreadInitThunk"/>

<stackStatement index="37" address="0x00007FFE41A6F061" symbolname="RtlUserThreadStart"/>

</thread>

</backtrace>

<registerSet>

<register name="RAX" value="0x00007FFDEEE0D920"/>

<register name="RBX" value="0x00007FFDEE56A660"/>

<register name="RCX" value="0x0000000000000000"/>

<register name="RDX" value="0x0000000000000064"/>

<register name="RSI" value="0x000000001DE6A630"/>

<register name="RDI" value="0x000000001D106BF0"/>

<register name="RSP" value="0x000000000014B870"/>

<register name="RBP" value="0x000000000014B909"/>

<register name="RIP" value="0x00007FFDEE54F289"/>

<register name="EFL" value="0x0000000000010202"/>

<register name="LastExceptionToRip" value="0x0000000000000000"/>

<register name="LastExceptionFromRip" value="0x0000000000000000"/>

</registerSet>

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<dumpType>

Mini

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</crash>

</crashreport>

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correct answers 1 Correct answer

Community Beginner , Jun 22, 2018 Jun 22, 2018
UPDATE:Found the cause:It relates to my Surface Pro 2017Disabling in Preference the GPU Intel IRIS + Graphics 640 Ver. 22.20.16.4749 solved the issue !On my private Surface Pro 4 which uses a Intel IRIS + Graphics 540 Ver. 21.20.16.4627 it all works fineIntel IRIS + Graphics 640

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Community Beginner ,
Jun 22, 2018 Jun 22, 2018

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UPDATE:

Found the cause:

It relates to my Surface Pro 2017

Disabling in Preference the GPU Intel IRIS + Graphics 640 Ver. 22.20.16.4749 solved the issue !

On my private Surface Pro 4 which uses a Intel IRIS + Graphics 540 Ver. 21.20.16.4627 it all works fine

Intel IRIS + Graphics 640

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New Here ,
Oct 26, 2018 Oct 26, 2018

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What does that mean? Disable what where? Do you mean Illustrator > Edit > Preferences, because I can't open that.

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New Here ,
Jun 07, 2022 Jun 07, 2022

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exactly bro -- this was no help lol

 

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