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gobogirl_one
Participant
March 29, 2023
Answered

Illustrator keeps crashing my Surface Book 2

  • March 29, 2023
  • 2 replies
  • 714 views

Hello! My Surface Book 2 is consistently causing my computer to crash and restart soon after opening Illustrator. Both my Windows 11 and Illustrator are up to date. I also updated my Nvidia GeForce GTX 1060 driver about a month ago (I haven't used Illustrator since any of these updates). Any suggestions on how to solve Illustrator crashing my computer shortly after opening the app?

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Correct answer gobogirl_one

Thanks, Anubhav.

 

The problem extended to Photoshop as well. Another symptom from each crash (blue screen) was that it was leaving an 8GB crash dump file in my AppData. I finally solved it yesterday by re-installing the Nvidia Driver and Geforce Experience (Studio version). 

 

Cheers,

Pat

2 replies

Anubhav M
Community Manager
Anubhav MCommunity Manager
Community Manager
April 7, 2023

Hello @gobogirl_one,

 

We understand how frustrating it can be to experience crashes. If you're using a Wacom Tablet, we recommend trying an older version of the driver (6.3.46-2) to see if it resolves the issue. Also, if you have Antivirus software enabled, kindly try adding the Adobe applications to the exclusion list or disabling the Antivirus software temporarily to check if it helps.

If not, please follow the steps in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and let us know your observations. Also, kindly share the crash report using the steps in this article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html) and use the same email account as your community account for quick tracking. We appreciate your time and efforts in resolving this issue.

 

Looking forward to your response.

 

Thanks,
Anubhav

G
gobogirl_oneAuthorCorrect answer
Participant
April 8, 2023

Thanks, Anubhav.

 

The problem extended to Photoshop as well. Another symptom from each crash (blue screen) was that it was leaving an 8GB crash dump file in my AppData. I finally solved it yesterday by re-installing the Nvidia Driver and Geforce Experience (Studio version). 

 

Cheers,

Pat

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
March 29, 2023

You might want to contact Customer Care so they can take a look at it: https://helpx.adobe.com/contact.html

The chat is in the bottom right.

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gobogirl_oneAuthor
Participant
April 8, 2023

Thanks, Monika.

I tried to make contact with Adobe through the chat but the automated responses were pretty lame and didn't point me in the right direction. Sadly, that experience wasn't helpful. But after much online searching, I finally solved it while trying to deliver work to the client. I appreciate your suggestion though. Cheers.

 

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