Illustrator crashes when panning or zooming

[SebABF]

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?

[SebABF]

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

[SebABF]

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]

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

[Studio Vasel]

Am having the same/similar problem. Running 27.2. Thought it was related to zoom/pan as well but is crashing with other things. No warning. Am keeping a log today. 3 crashes in 30 minutes now.

[Studio Vasel]

Could not find preferences folder but took screenshots of my settings. Reset. Seemed to be working but just crashed after 25 minutes of work.

[Anubhav M]

Hello @Studio Vasel,

Sorry to hear about the crash. Would you mind checking if Illustrator also behaves this way with other files or when working on a particular tool/feature?
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

[Studio Vasel]

It does this regardless of the file. I thought it was connected to zooming in out or panning, but found that is not always the case. I made my own post today before finding this one, so I will answer the questions about my system there. I will also file the crash report.

[Studio Vasel]

Here are the steps I've taken since updating to AI 27.2 and encountering the frequent crashes.

1. I started saving files directly to my desktop instead of on my external hard drive (as I have always done)

2. AI quits without warning - there are no crash reports. The only thing I get is upon restarting AI:

3. I followed each of these steps:

One of the steps above referenced the log collector tool which I also did and received this email:

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20230131_102549_756-win-GS.zxp

Please use the above filename as a reference when contacting Adobe Customer Care.

*I was also told to copy & keep this info (I believe when going thru the Cloud Cleaner tool). Not sure what to do with them but for what it's worth:

• C:\Users\<username>\AppData\Local\Adobe\AdobeSync\CoreSync
• C:\Users\<username>\AppData\Roaming\Adobe\CoreSync

*System specs:

 I have now re-installed AI 27.2

*Was able to work 1 hour, manually saving frequently before the same crash happened. Unfortunately, the problem is not solved. 😞

[Anubhav M]

Hello @Studio Vasel,

Thank you for confirming the details. I could not find the Crash Report for your email address here. Can you upload the zxp file to Creative Cloud (https://assets.adobe.com) and then share a link here or via DM so I can check this with the team?

Looking forward to your response.

Regards

[N Zwetzig]

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.

[Studio Vasel · Accepted solution]

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.

[Studio Vasel]

Hi,

You helped me figure out the problems when AI was crashing frequently. We reverted to an old wacom driver & it solved the problem. However, I'm now having problems with my wacom not responding (when holding the shift key). Messages are popping up telling me to update the driver but I'm reluctant in case it creates the same problem again. Have you dealt with this and do you know which version of the wacom driver to use?

[Monika Gause]

I would suggest to complain to Wacom about the driver issue. Maybe they don't even know what's happening. 

Unfortunately from the users' point of view you can only find out via trial & error. 

[Anubhav M]

Hello @Studio Vasel,

Thanks for reaching out. Wacom has released a newer driver, which helps alleviate some of the problems that were reported in the previous versions. Would you mind updating to the latest driver (https://www.wacom.com/en-us/support/product-support/drivers#:~:text=Just%20looking%20for%20drivers%3...) and checking if it helps?

Looking forward to hearing from you.

Thanks,

Anubhav