Illustrator Keeps Crashing on File Open

[LBrown]

Hello. I am trying to open a file in CC Illustrator for Windows and I continue to get the following error message. I was able to open and edit the AI file before the most recent update. Can you please help? Below is the error message. I have applied the most recent update. I have also went through the forms, may have missed something, but haven't been able to solve it through the recommendations listed. Thanks much. 

"Adobe Illustrator CC has stopped working A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available."  This happens with new files and existing files.

[Mylenium]

We can't know. you need to provide exact system info and the crash details from your event viewer.

Mylenium

[LBrown]

Thank you, but I don’t know where to find that information. If you can help give more direction as to where to find what you need to know to help diagnose the issue, that would be very helpful.

[Scott Worthington]

What I believe Mylenium was referring to was the Windows Event Viewer.

Depending on your version of Windows OS, one way to get to it is by going to your Start button and type "Event" within the search field. Event Viewer should be one of, if not the first, program listed.

Expand the Windows Logs node and check the Application log for any Illustrator related errors. You can select the event and choose to view the Event Properties which should be an option on the right side, in the window that appears you should be able to click the Copy button to copy the contents which could be shared here.

If you ever get a long crash log, you may wish to use Pastebin to help share the information, rather than making an extremely long post which can make a thread cumbersome to read.

Any details about the system you can share help as well, which includes things like what version of Windows OS, any service packs, how much RAM, for example.

You mention having tried things in the forum, could you provide what you have attempted and any results thereof?

Most troubleshooting without additional information would have me recommend the steps within:

http://helpx.adobe.com/x-productkb/global/troubleshoot-system-errors-freezes-windows.html

Items such as preferences, new user accounts, simplified startup are especially worth trying.

[LBrown]

Thank you Scott,

I have forwarded over this information to one of our network admins Jason Jones, as our system is somewhat restrictive for users.  He may or may not be contacting you all as well.  Thanks much.

[LBrown]

Hello Scott and Jason,

Below are the details from the latest crash.  I’m sorry for the delay Scott, we’ve had some significant systems changes on our end.  Please let me know if there is anything else I can do to help.  I have opened a ticket with our internal help desk, so Jason can assist in solving this.  Thanks again guys.

Log Name:      Application

Source:        Application Error

Date:          1/17/2014 1:19:35 PM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      TCOCRPL-4PH09W1.tco.local

Description:

Faulting application name: Illustrator.exe, version: 17.0.0.260, time stamp: 0x52822426

Faulting module name: AGM.dll, version: 4.30.20.30929, time stamp: 0x5167467c

Exception code: 0xc0000005

Fault offset: 0x00270287

Faulting process id: 0x1b0c

Faulting application start time: 0x01cf13c13f6294a2

Faulting application path: C:\Adobe Files\Adobe Illustrator CC\Support Files\Contents\Windows\Illustrator.exe

Faulting module path: C:\Adobe Files\Adobe Illustrator CC\Support Files\Contents\Windows\AGM.dll

Report Id: ae00f052-7fb4-11e3-a417-20689d644826

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2014-01-17T20:19:35.000000000Z" />

    <EventRecordID>13372</EventRecordID>

    <Channel>Application</Channel>

    <Computer>TCOCRPL-4PH09W1.tco.local</Computer>

    <Security />

  </System>

  <EventData>

    <Data>Illustrator.exe</Data>

    <Data>17.0.0.260</Data>

    <Data>52822426</Data>

    <Data>AGM.dll</Data>

    <Data>4.30.20.30929</Data>

    <Data>5167467c</Data>

    <Data>c0000005</Data>

    <Data>00270287</Data>

    <Data>1b0c</Data>

    <Data>01cf13c13f6294a2</Data>

    <Data>C:\Adobe Files\Adobe Illustrator CC\Support Files\Contents\Windows\Illustrator.exe</Data>

    <Data>C:\Adobe Files\Adobe Illustrator CC\Support Files\Contents\Windows\AGM.dll</Data>

    <Data>ae00f052-7fb4-11e3-a417-20689d644826</Data>

  </EventData>

</Event>

[Scott Worthington]

Lbrown,

This one could be a variety of items.

Often I'll see this error for permission issues. Others in our own forums have found that they get a similar error for default network printers and their permissions.

Any details you can provide as to steps you and your helpdesk have attempted, their results, would help us be a bit more specific but right now I'm really wondering about permissions, accounts and possibly installed printers given what others have experienced and had to change when seeing this kind of error.

Folders that your helpdesk may want to make sure have full read/write permissions would be within the AppData/Roaming/Adobe folder and all the child objects/folders within it.

Also make sure there are read/write permissions for the installation location and the presets folder within it.

When it comes to the printer, they may want to see what printer is your default, see if another works better and allows the application to work as any access denied message. Perhaps a local printer or the Adobe PDF printer. See what options are available and if changing it helps.

[mooss24067149]

I've got exact the same problem!!!!

[Raghuveer_Singh]

Hi Moos,

Please share the following details:

1) AI file on which AI is crashing.

2) AI CC version.

3)

     (A). WIN --- Illustrator.dmp file -- you can create this file by launching the Task Manager when AI CC displays the crash dialog and then right click on AI CC and select the option "Create Dump File". By default this file is saved at your TEMP folder.

     (B). MAC -- When AI displays the Crash Reporter Window ... click on the button "Show Details" and then copy the log displayed there in another text file and send it through mail.

For Illustrator.dmp file you may use any online free transfer sites because size of this file will be >500 MB.

Share this information with ShareWithAI@adobe.com

Please do mention the forum link in the mail.

Thanks & With Best Regards,

Raghuveer Singh

[ptitxa_fr_24 · Accepted solution]

Hello,

This strange behaviour happened to me yesterday ... illustrator CC (only) start normally but crashes immediatly on creating or opening file....

I began reinstalling the app... looking aroud forums around the world...

and then I found that post : Re: Illustrator CC crashes on creating new document, or opening existing file

where I found what to look at : THE DEFAULT PRINTER (in my case, was not powered and connected to a NAS device so was unreachable by illustrator)

I just had to CHANGE THE DEFAULT PRINTER to a 'non disapearing' device such as a network device can be...

whitch immediatly SOLVE my problem : Illustrator is running well...

++XA

[ErickPetru]

Thank you! Changing my default printer to something static like Microsoft XPS Document Writer solved my problem as well.

[JaimeGomez78]

Hi. Where you change this setting for the printer? Inside Illustrator or in ardware settings n windows? Thanks.

[Guest]

In devices and printers. make sure u choose a default printer

[breannag95615512]

THANK YOU!!!

[woutern35315553]

Sorry for digging up old threads. I just wanted to let everyone know that, even today, the problem still occurs. I changed the default printer to "Print to PDF' in the windows settings and it did the job.

[JaroslawM]

Hi, just wanted to say this problem persists FIVE YEARS LATER. This wasn't also a new issue in 2015, Illustrator has been inexplicably freezing if it can't find the default printer for the past decade or so. Good job Adobe.

[Emil Basting]

Insane!!! We are close to hitting the 5 year mark on this thread and it still is a working fix/problem.

[JPO-DGFS]

Thank you!

This also fixed my problem. 

Version 24.1.1

[mcomarin]

Spent hours looking for an answer and there it is! 

Illustrator would open with no problem, but as soon as i started to open an existing file, or even create a new file, it would just freeze and get a white screen and force to end program.

I just changed my default printer in priners and scanners to microsoft to PDF and BAM.

That did the trick. 

Thank you even 5 years later!

[sally.steranko]

how?

[nataliaw73866908]

Changing deafault printer didn't help in my case, but turning off GPU did!!!!

[manosijs35330437]

Worked for me too.. Thank you !  

[Guest]

In my case turning off the GPU (Preferences -> GPU) did the job.

[anteagle80]

this worked for me too thanks so much

[anteagle80]

I found though, that it got rid of my zoom capabilitity that I was so used to. I turned it back on while using the program and it instantly crashed. Is there a reason I can't use GPU?