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lilindar
Participant
January 25, 2023
Answered

Illustrator Crashing Continuously, Can No Longer Use Program due to fault Wacom drivers

  • January 25, 2023
  • 5 replies
  • 18993 views

My illustrator has been crashing continuously this January. I've combed help posts here in the forums and am still struggling. 

 

I used the creative cloud cleaner tool to completely remove all adobe programs and then I reinstalled creative cloud and illustrator. Illustrator is still crashing. 

 

The program is freezing up after I start to work, and just crashes. Maybe it's something to do with trying to back up on the creative cloud or??? Something??? I'm just saving to my computer. I'm not getting any error messages from illustrator before or after crashing. 

 

My computer has met all the system requirements previously. I am using Windows 10 64 bit. GPU is AMD Radeon HD 8670D. My computer is somewhat old now but until this January 2023, it was running all adobe products with absolutely no suffering at all. I have plenty of hard drive space, plenty of ram. 

 

I'm not sure what to do. Illustrator and creative cloud are update. GPU is old but updated. 

 

Do I just not get to use the new illustrator? Is there a way for me to download the previous version of illustrator? 

 

I'm desperate to just get work done again, but instead I've been fighting with Illustrator for many days. This this is expensive and very broken.

    This topic has been closed for replies.
    Correct answer Anshul_Saini

    Hi @N Zwetzig @Bobby Henderson,

     

    We are sorry to hear about your experience. Due to the latest Wacom driver, there have been a lot of crashes with Illustrator. This has been a reported issue by multiple users in recent weeks. The product team is aware of this and currently working on a fix.


    In the meantime, some users have reported success by rolling back the Wacom driver to a previous version, such as 6.3.46-2, or you can also try the latest Driver, v6.4.1-3 as well and share your observation with us.

    Would you be willing to give that a try?


    Please let us know if that helps.


    Thanks,

    Anshul Saini

    5 replies

    N
    N Zwetzig
    Participant
    February 1, 2023

    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

    Product ID 00330-54222-16163-AAOEM
    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.

     

    PLEASE HELP!

    Kevin Stohlmeyer
    Community Expert
    Kevin StohlmeyerCommunity Expert
    Community Expert
    February 1, 2023

    Hi @N Zwetzig specific to your issue - do you have the Gaming driver or Studio driver installed? Use the Studio driver if available.

    B
    Community Expert
    Bobby HendersonCommunity Expert
    Community Expert
    February 1, 2023

    I've been having a lot of problems running the AI 27.2 build on my Alienware X17 notebook (Core i7 CPU, RTX-3070 GPU, 64MB of RAM, 120Hz UHD 17" display). Typically it runs for a less than half an hour, sometime far less, before the application window hangs and disappears. When I re-launch the application I have to re-build my slightly modified essentials classic workspace because it reverts back to initial install default. The same 27.2 build runs more stable (but not entirely stable) on my work desktop (Dell XPS 8940 with similar hardware as my Alienware X17). The 27.3 build (now in pre-release) seems to run more stable on my X17 notebook.

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    February 1, 2023

    Hi @lilindar,

     

    We are sorry to hear that you have been experiencing crashes with 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, would you mind submitting 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. It will help us find the cause and assist you accordingly.

     

    Also, if you are using a Wacom tablet, would you mind uninstalling the latest driver and rolling back the Wacom driver to a previous version, such as 6.4.0-11 or 6.3.46-2, and sharing your observations?

     

    Looking forward to your response.

     

    Thanks,

    Anshul Saini

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    January 25, 2023

    Do you have any special hardware connected, such as a graphic tablet? Does it work better without it?

    Do you have any third party plugins? Are they compatible?

    Did you already reset the preferences? https://helpx.adobe.com/illustrator/using/setting-preferences.html resetting them will erase your settings.

     

    If nothing else works, you can contact Customer Care and have them tae a look into your system: https://helpx.adobe.com/contact.html

    S
    Savenia Melinda
    Participant
    January 25, 2023

    I'm also having the same problem after updating to the latest update (updated it on January too). It keeps saying "can't finish previewing", "memory is not enough" even tho i just bought my laptop last November so the memory are still plenty. The file isn't big at all, i'm just using some texts and vectors. I'm using macbook pro m1.

     

    It really disrupt my workflow and i have tight deadlines. It frustrated me a lot, I've paid for the subscription and i want to got a good value on it. I have to keep apologizing to my client cause i work slower than usual because of this issue.

    I hope Adobe soon see this and do something about it.

      L
      lilindarAuthor
      Participant
      January 25, 2023

      I'm not getting this error message, but I feel it's something similar to this. My ap will be processing some minor activity on a small file (like layers or paths) and will just freeze and crash. 

       

      I can leave the ap open for a few hours and not do anything with it and it won't crash .... but as soon as I want to merge two paths, immediate crash. 

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