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SebABF
Known Participant
January 12, 2023
Answered

Illustrator crashes when panning or zooming

  • January 12, 2023
  • 2 replies
  • 3284 views

The latest version of Illustrator seems to be crashing hell of a lot when I'm panning (via holding the spacebar) and sometimes zooming via the scrubby (animated)  zoom.

 

I'm using Illustrator 27.1.1.

GPU driver Studio driver 528.02. Running on an RTX3060 (and an RTX2080ti in the background), AMD Threadripper 1950X, on Windows 10 Pro.

 

Any chance of a fix?

Correct answer Studio Vasel

I am having tremendous difficulties with Adobe Illustrator since January 2023. It is crashing, seemingly at random, regardless of file, action or any other variable. It will run between 2-seconds and 20-minutes with crash to desktop every time.  No warning, error, or messages of any kind are present.  I have been troubleshooting for two weeks now and cannot resolve the issue.  Prior to January, the program, and all other CC programs worked flawlessly.  As of now, Illustrator is the only program known to be crashing.

 

I have tried all of the following techniques, unsuccessfully, several times, in attempts to solve the Illustrator crashing issue:

  1. Ensure that your computer meets the minimum system requirements.
  2. Update Illustrator to the latest version for improved product stability. Ensure that you restart your computer after the update.
  3. Back up and reset your app preferences to ensure that none of them are corrupt.
  4. Check the System Compatibility Report for outdated GPU driver issues. Update your GPU drivers now if you haven't yet.
  5. Use the Creative Cloud Cleaner tool to perform a clean reinstall of Illustrator.
  6.  Clear font cache (several times)
  7.  Try previous versions of Illustrator
  8.  Remove Plug-Ins, (I have NEVER used any plug-ins outside of what comes with the standard install)
  9. Roll back Windows updates - not successful.
  10.  Purchase NEW Wacom Intuos Pro M, PTH-660, Latest drivers as of 01/31/2023 - 3.8.10.52

 

My system info is as follows:

Processor 12th Gen Intel(R) Core(TM) i9-12900K 3.19 GHz
Installed RAM 128 GB (128 GB usable)

GPU: Nvidia RTX A6000 48GB
Windows 10 Pro
Version 22H2 - KB5019275 (updated 01/31/2023)
Installed on ‎9/‎22/‎2022
OS build 19045.2546
Experience Windows Feature Experience Pack 120.2212.4190.0

System type 64-bit operating system, x64-based processor
Pen and touch Pen support

 

The program will crash if working on any file, new or old.  Blank, or full of art. On the C drive, or any other drive.  I have toggled all syncing services.  I have toggled all settings and preferences systematically to find the solution and have failed every time.

 

It has ben (at least) two weeks since I've been able to work in Adobe Illustrator.  I am prepared at this point to do a complete wipe and Windows OS reinstall on my (new and very powerful) machine.  It is extremely discouraging to be experiencing these crash issues while working with the latest and greatest hardware.


Yesterday I was advised by adobe support to revert to the Aug 2022 driver for my wacom tablet. I was running 6.4.1-3 and had already reverted to 6.4.1-2 (which did not fix the crashes). Reverting to 6.3.46-2 has worked for an hour yesterday and a couple hours today. Fingers crossed. Hopefully, knowing the specific wacom driver to revert to will help others.

2 replies

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SebABFAuthor
Known Participant
January 12, 2023

I've now had about another 20 crashes since originally posting earlier today. There's no crash notifications or error messages, Illustrator just hangs up and disappears. Also notice that it is crashing when doing other things like going through the main program menus at the top, so I dont think that it is related to scrubby zoom.

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    January 25, 2023

    Hello @SebABF,

     

    Sorry to hear about the repeated crashes you faced while using Illustrator. Would you mind trying the suggestions shared in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and checking if it helps?

    Also, kindly share the crash report by following the steps shared in this help article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html). While submitting the report, kindly use the same email account used here in the community so we can locate it quickly.

     

    Looking forward to your response.

     

    Thanks,

    Anubhav

    S
    SebABFAuthor
    Known Participant
    January 12, 2023

    Ok, it can happen when just clicking around on the general interface too. Had about 20 crashes in the past day, making progress sloooow.

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