Illustrator is freezing, can you help?

[Emirhan336174741w80]

Laptop freezes when I open Illustrator. What could be causing it?

[Michael Ambroise]

If Adobe Illustrator crashes, try updating the software, closing unnecessary applications, and checking file sizes; If problems persist, consider resetting preferences.

[Monika Gause]

Which version, which system?

Did this work previously?

How much RAM is installed and how many other apps are open?

Also: reboot the system and try again.

[GEORGINA2906912527k0]

Hello! I was wondering if a solution was found for this?

I have 64GB of ram, and have rebooted, and also updated everything and am experieincing this issues for about 3-4 months now.

[Monika Gause]

Which system is it?

When is it freezing? What are you doing when it's triggered?

[GEORGINA2906912527k0]

Hello! 

So my specs are the following:

Macbook 16 Pro:

Apple M1 MAX

Memory: 64GB

Running on Sonoma 14.2.1 -- I am using the most recent version of illustrator which is (v 28.1).

In terms of when I notice this freeze, is a couple of things:

Whenever I toggle away from Illustrator to go on a website and return, the interface freezes, and the tools vanish. This option forces me to force close Illustrator then reopen. It always sends a report but no changes ofc, and then opens a recovery file that is damaged. The images disapear, file size doubles and almost nothing is really salvagble, besides the text. I also notice this sometimes when saving a file, or closing my laptop and opening it up later. Sometimes during working it tends to freeze.

It is difficult because this has been happening for awhile now, and when I went to visit apple they told me to contact adobe, and adobe just recommended that i reinstalled, resetting prefrences, ect and nothing works, so not fixes, or anything.

Thank you so much for your time!

[Anshul_Saini]

Hello @GEORGINA2906912527k0,

I appreciate you reaching out about the freezing issues you've been encountering in Illustrator on your MacBook 16 Pro. I understand how disruptive and frustrating this can be, and I'm here to assist you in resolving these issues.

Your detailed information is incredibly helpful. To further diagnose and address the problem, let's try a few steps:

• Preferences Reset

• Workspace Configuration: Check if the freezing issue persists when using a different workspace configuration.

• Color Settings: Ensure that your color settings are optimal. Go to Preferences > Color Settings and choose a standard profile like "North America General Purpose 2."

• External Factors: Try working on Illustrator without any external devices connected to rule out any interference.

• Browser Interaction: When toggling between Illustrator and websites, ensure there are no browser extensions causing conflicts.

• Could you share a screen recording of your workflow, starting from when you launch Illustrator? This will help us understand the context in which the problem arises.

If the issue persists after trying these steps, we may need to explore further options. It's also recommended to keep an eye on your Activity Monitor (Applications > Utilities > Activity Monitor) to see if there are any spikes in resource usage during these freezes.

Feel free to provide updates on your progress or if you encounter any specific challenges along the way. I'm here to help you get Illustrator running smoothly on your MacBook.

Best regards,

Anshul Saini

[GEORGINA2906912527k0]

Good Afternoon Anshul,

Thank you for your reply and for taking the time to help me.

I have done the recommended recovery steps and still am experieincing issues:

• Preferences Reset (✓ already completed)

• Workspace Configuration: (✓ already completed)

• Color Settings: (✓ completed) 

• External Factors: (✓ already completed) - I am soley working from the MBP/ no externals 

• Browser Interaction:  (✓ already completed) - The ones active are a color picker & pintrest extensions, which does not connect to AI

•  screen recording of your workflow, starting from when you launch Illustrator: -- yes I can!, I am currently recording but will have to cut minutes out because sometimes it happens quickly, and then othertimes everything is okay until I save work (15-20) minutes later, or randomly.

In addition, do you know if adding swatches can cause this error, like .ase files? 

Best!

[Anubhav M]

Hello @GEORGINA2906912527k0,

Sorry to hear that the suggestions provided did not help. Would you mind trying to run Illustrator under a different administrator account (Windows / macOS) and checking if it helps?

If the problem persists, we may need to troubleshoot this in a live session. Please head here (https://adobe.ly/3O6158d) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

Thanks,

Anubhav