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Illustrator plante à chaque démarrage

Community Beginner ,
Feb 05, 2024 Feb 05, 2024

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Bonjour

Depuis la mise à jour 28.2 il y a une semaine, Illustrator plante à chaque démarrage.

Le logiciel reste bloqué sur l'illustration d'ouverture, ou bien se fige une fois Illustrator ouvert, ou encore se fige une fois un fichier ouvert. J'ai tenté d'installer en parallèle des versions précédentes, qui plantent globalement elles aussi. Le succès d'ouverture reste très faible, mais j'y arrive parfois.

 

Cela reste très aléatoire selon le moment et selon les versions. Ce matin, j'ai réussi à travailler sur la 28.1, j'ai réinstallé la version 28.2, mais cela a planté,  et après avoir réinstallé la 28.1 elle plante à son tour. A contrario, j'ai réussi à ouvrir la 27.9.1 cet après-midi alors qu'elle plantait hier.. idem avec des versions antérieures. Bref, aucune logique.

 

Je suis en entreprise et un autre collègue vient de rencontrer le même souci.

Les informaticiens n'ont à ce jour pas trouvé de solution, malgré des mises à jour globale de nos pilotes de carte graphique et de ma tablette graphique Wacom (contrairement à mon collègue qui n'a pas d'écran Wacom).

 

Sommes-nous les seuls à rencontrer ce problème ? Avez-vous une solution à nous proposer ?
Merci

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Bug , Performance

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Adobe
Community Expert ,
Feb 05, 2024 Feb 05, 2024

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Did you already reboot the computer?

Reset the preferences?

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Community Beginner ,
Feb 05, 2024 Feb 05, 2024

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Yes I rebooted many times and I reset the preferences too.

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Community Expert ,
Feb 06, 2024 Feb 06, 2024

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You could try and contact Customer Care and have them take a look into it: https://helpx.adobe.com/contact.html 

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New Here ,
Feb 08, 2024 Feb 08, 2024

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Bonjour,

J'ai le même problème, en entreprise également. Si vous trouvez une solution je suis preneur ! (chez moi, Indesign crash également....)

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Adobe Employee ,
Feb 16, 2024 Feb 16, 2024

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Hi @thierry35336382y7fz @raphaelbaizeau_aia,

 

I'm sorry to hear that you're experiencing crashes in Illustrator as well as in InDesign. This sounds frustrating, especially when it impacts your work.

To help address this issue, I recommend submitting the crash report as outlined in this article: Crash: Next Steps. Please ensure that you include the email address with which you are logged into the community forum. This will assist our team in tracking down the issue more efficiently and providing you with tailored assistance.

 

Additionally, since you mentioned that your colleague experienced similar problems and that you both are using Wacom tablets, it might be worth trying to use a stable Wacom driver. Sometimes, certain drivers can cause compatibility issues and lead to crashes. You can try installing an older version of the Wacom driver to see if that resolves the issue.

 

Thank you for your patience and cooperation as we work to resolve this issue for you.

 

Best regards,

Anshul

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Community Beginner ,
Feb 19, 2024 Feb 19, 2024

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Hi @Anshul_Saini 

Thanks for your answer.

When Illustrator crashes, there is no error report window. So we can't send you a report.

This issue has been forwarded to the IT departement of my company, because the same issue* appear on other computers without Wacom tablets (* on Photoshop and/or Illustrator and/or Indesign).

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Adobe Employee ,
Feb 20, 2024 Feb 20, 2024

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Thank you for the update, @raphaelbaizeau_aia.

 

I understand that not being able to generate an error report makes troubleshooting more challenging. It's good to hear that your IT department is looking into the issue, especially since it seems to be affecting multiple computers across different Adobe applications.

 

If there are any specific findings or solutions provided by your IT department, please feel free to share them here. Additionally, if you have any further questions or need assistance in the future, don't hesitate to reach out.

 

Best regards,

Anshul

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