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O
oysterd
Participant
June 13, 2020
Answered

Illustrator crashes while opening a particular file.

  • June 13, 2020
  • 1 reply
  • 589 views

Hi,

 

I'm having trouble opening a particular AI file in Illustrator. Every time I try to open it Illustrator just crashes and quits then asks if I want to send a crash report. But it opens all other AI files fine.

 

I have tried opening it on a friends computer and it's fine, so they saved a new version and sent it to me but the issue remains.

 

I have tried reinstalling the app and turning off the GPU settings - but still no joy.

 

Am I able to try anything else?

 

Many thanks!

 

{Renamed by MOD}

This topic has been closed for replies.
Correct answer Srishti_Bali

Hi there,

 

Sorry to hear about this issue. I would need a few more details to look into this issue. For example:

 

  • OS and version of Illustrator on your machine and your friend's machine.
  • Share crash logs by following these steps: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html
    While submitting the crash report please use the same email address, with which you are signed in on this community. This will help us find the crash report and help accordingly.
  • Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)?
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently..

 

You may also try resetting Illustrator preferences. Preference settings are saved each time you quit the application. Crashing and unexpected behavior in application can be caused due to corrupt/ damaged preferences. Please follow these steps and let us know how it goes:

 

For MAC

  • Close all Adobe applications.
  • Go to locations
  • ~/Library/Caches
  • ~/Library/Application Support/Adobe
  • ~/Library/Preferences
  • Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 24 Settings.old
  • Launch Illustrator from the Creative Cloud.

 

For Windows

  • Close all Adobe applications.
  • Go to Location C:\Users\user\AppData\Roaming\Adobe
  • Rename Adobe Illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old and Adobe Illustrator 24 Settings.old
  • Launch Illustrator from the Creative Cloud.


Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.

 

You may also try steps shared in this help article and share your observations with us. We'd be happy to help.

 

Regards,

Srishti

1 reply

Srishti_Bali
Srishti_BaliCorrect answer
Legend
June 14, 2020

Hi there,

 

Sorry to hear about this issue. I would need a few more details to look into this issue. For example:

 

  • OS and version of Illustrator on your machine and your friend's machine.
  • Share crash logs by following these steps: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html
    While submitting the crash report please use the same email address, with which you are signed in on this community. This will help us find the crash report and help accordingly.
  • Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)?
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently..

 

You may also try resetting Illustrator preferences. Preference settings are saved each time you quit the application. Crashing and unexpected behavior in application can be caused due to corrupt/ damaged preferences. Please follow these steps and let us know how it goes:

 

For MAC

  • Close all Adobe applications.
  • Go to locations
  • ~/Library/Caches
  • ~/Library/Application Support/Adobe
  • ~/Library/Preferences
  • Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 24 Settings.old
  • Launch Illustrator from the Creative Cloud.

 

For Windows

  • Close all Adobe applications.
  • Go to Location C:\Users\user\AppData\Roaming\Adobe
  • Rename Adobe Illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old and Adobe Illustrator 24 Settings.old
  • Launch Illustrator from the Creative Cloud.


Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.

 

You may also try steps shared in this help article and share your observations with us. We'd be happy to help.

 

Regards,

Srishti

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