Illustrator keeps on crashing

[danielav7555175]

When I try to create a new file, (nothing crazy 1080px canvas 72 dpi) I start my design and the app just closes. Openned the app again after saying to myself WTF, I got the popup asking to recover the file because Ai crashed, recovering process got stuck, I had to close it with the task manager. Tried second time, same, third time, same, fourth time had enough and didn't recovered started again, same size, start desiging and Ai just closes. I Reinstalled the AI, didnt work, restarted the pc, nothing. Tried opening different old files, same, illustrator just closes, and when I try to open again the program it doesnt even ask me anymore about recovering. I don't know what's happening

[laurav32853438]

My Illustrator keeps crashing too - all morning I have had this issue. I just updated my program on Friday - how about you? 

[Met1]

Did you just install the latest update?

Try deleting your prefs.

If that doesn't work try uninstalling with the cleaner tool, then re-install.

helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[laurav32853438]

How do I delete my preferences please? Or can I just delete the latest update? 

[Monika Gause]

https://helpx.adobe.com/illustrator/using/setting-preferences.html

[Anshul_Saini]

Hi @danielav7555175,

We are sorry for the trouble. There are multiple reports regarding crashes. Users see a process bar, and Illustrator freezes or crashes then. Do you see similar behaviour at your end? If yes, would you mind sharing a few details like:

• The exact version of Windows (build no.) and Illustrator (v26.4.1)
• Is this happening with both old & new files?
• Is this happening after opening a file or performing a particular action/ using a specific tool?
• What exactly happens? Illustrator freezes and starts non-responding, or it simply crashes?
• Please share the Illustrator app dump file from the Task Manager. The steps are here (https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html#:~:text=Collecting%20logs%20whe....)

Also, @laurav32853438 recently contacted the support team and resetting Illustrator preferences resolved the issue for him. If that doesn't help, you may roll back and install the older v26.3.1.

Looking forward to your responses.

Thanks & Regards,
Anshul Saini