Illustrator crashes when opening a file (the same happens when opening a new file)

[Özcan2411021338sz]

Adobe Illustrator's latest version (26.2.1) is installed on my MacBook pro m1 pro computer. I open the program, there is no problem. but when I create a new file or open a file, the file does not load. The program is not responding, I get the error.   

same error happens in adobe premiere pro but there is no problem in photoshop.

- MACOS Monterey 12.3.1 (21E258)

https://prnt.sc/W6vS_NB0rQ_F

[Özcan2411021338sz]

it's a user permission problem. I created a new user. and it worked fine here. now where can i have user permission problem in my old user?

[Monika Gause]

You can try and repair the permissions with the Apple disk tool

But maybe Customer Care can help: https://helpx.adobe.com/contact.html They can login to your system.

[Özcan2411021338sz]

Thank you very much for your kind reply. I just disabled the GPU in Adobe Illustrator and it worked.

https://prnt.sc/dLaqTLLfScnt

How can there be a problem with the GPU in this case?

Also in adobe premiere still same issue and I can't disable GPU there.

[Anubhav Majumder]

Hello @Özcan2411021338sz,

Sorry to hear about the crashing. I am glad to know that turning off the GPU worked for you, but I would like to know if re-enabling the GPU now brings up the issue again or not?

For help with Premiere Pro, please post in the Premiere Pro community here: https://community.adobe.com/t5/premiere-pro/ct-p/ct-premiere-pro.

Looking forward to your response.

Thanks,

Anubhav

[Anubhav Majumder]

Hello @Özcan2411021338sz,

We would like to investigate this further. Would you mind sharing a few more details like:

• Spindump by following the steps shared in this article: https://helpx.adobe.com/uk/photoshop/kb/how-to-get-a-process-sample-or-spindump.html
  
  
• SPX file by following these steps:
  Click on Apple Icon > About this Mac > System Report
  This will launch the System Profiler
  Then Click File > Save > Save in Creative Cloud Files
  Then open https://assets.adobe.com/files
  Click on three dots next to SPX file > Share > Copy Link and paste it in a private message.

This information will really help us. I am looking forward to your response.

Thanks,

Anubhav

[Özcan2411021338sz]

When I try now, when the GPU is turned off in Illustrator, the system recovers and boots up. I couldn't find GPU shutdown in Premiere. Please help

[Özcan2411021338sz]

Hi, 

Adobe Illustrator latest version is installed on my macbook pro m1 pro computer. I open the program, there is no problem. but when I create a new file or open a file, the file does not load. pibu The program is not responding, I get the error. Same problem with adobe premiere pro. But photoshop working good. Please help me 

[kevin stohlmeyer]

Have you tried resetting your preferences (Preferences/General, click the button at bottom).

Also Mac OS requires Full Disk Access for AI and other apps. Go to Apple Sys Prefs/Security and Privacy and add AI to the Full Disk Access list and check it on.