Illustrator crashing on Windows machine

[rob50011]

I have a user that illustrator crashes consistently. She has used her email address in the picture I have attached but has not received anything back from adobe. Does anyone know if they will actually reach out with possible solutions once these crash reports are uploaded?

Thanks

[Srishti Bali]

Hi Rob,

So sorry to hear about the trouble you are facing with Illustrator.  There could be multiple reasons why a appliation would crash. Let me help you with this. Along with the crash report, I would need a few more details about the issue:

• OS and version of Illustrator
• Crash report from Event Viewer (Press Windows+R to open the Run dialog, enter eventvwr (or eventvwr.msc) and hit OK. )
  
• Is it crashing on launch/ while using a specfic tool or feature/ on random actions
• Is the issue related to a specific document? If yes, could you please share the document with us? You can upload it to the Creative Cloud and share the download link. 
• 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. 

Regards,

Srishti

[Lã Qúy Nghĩa]

Vậy ta có thể sửa nó như thế nào?

[Srishti Bali]

I have replied to your recent post (https://community.adobe.com/t5/illustrator/illustrator-crashing-while-opening-or-creating-new-files/...).