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Illustrator Splash Screen Not Responding, Causing Illustrator to Crash At Launch

Community Beginner ,
Apr 23, 2021 Apr 23, 2021

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Hi, all. Has anyone ever faced this problem where Illustrator's splash screen is unresponsive? The splash screen status would be stuck at "initialising" and blacks out after a while. I checked my task manager and saw Adobe's crash report program was active, so I guess it crashed but I don't know why bcoz even Adobe's own diagnostic tool would go into the "not responding" state when it was triggered. I think I tried almost all the solutions I could find on the forums, including renaming the preference file in C:/, renaming the media core file, uninstalling and reinstalling, updating to a newer version of AI and rolling back to older versions. None of them worked. Not sure if it was a foreshadowing, but Adobe would always crash when closing some weeks prior to this current problem. Not sure if this an issue with AI's software or my laptop system. Any ideas?

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Bug , Draw and design , Tools

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LEGEND ,
Apr 24, 2021 Apr 24, 2021

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Sorry, but that's not in any way useful if you don't provide any actual system info and crash details from the Event Viewer or the Adobe logs.

 

Mylenium

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Community Beginner ,
Apr 24, 2021 Apr 24, 2021

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I see. Where are the log files usually stored? I'm seeing a lot of log files when I search the Adobe folder in File Explore, but I'm not entirely sure which to pick.

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Community Expert ,
Apr 24, 2021 Apr 24, 2021

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To show log files on the forum, please attach them or post them on pastebin.

Don't paste them into a post.

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LEGEND ,
Apr 25, 2021 Apr 25, 2021

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Hi there,

 

Sorry to hear about your experience. I'd request you to try the suggestions given on this community post & let us know if they help.

If you've already tried all these, I'd recommend connecting with Adobe technical support team(https://community.adobe.com/t5/illustrator/resolve-slow-performance-and-unexpected-behaviors-in-illu...). Please click on the chat icon at the bottom of the page to begin the conversation. Team here will be able to perform remote troubleshooting on a live session & assist you accordingly.

 

Regards,

Ashutosh

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New Here ,
Sep 15, 2021 Sep 15, 2021

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i have this EXACT issue and have been trying to obtain a tech who can help me for over 5 days now, Its EXTREMELY frustrating. Were you able to fix this?

 

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New Here ,
Jul 02, 2024 Jul 02, 2024

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how did u solve ! i am facing same problem now 

 

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Adobe Employee ,
Jul 02, 2024 Jul 02, 2024

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Hello @ashok29740623aagr,

We understand how frustrating it can be to encounter crashes in the middle of work. Would you mind trying the suggestions shared in this help article (https://adobe.ly/45QdKE7) and checking if they help? Also, kindly submit the crash report using your Adobe email address and share it here for quick tracking. Steps are shared here: (https://adobe.ly/45QdLrF). We appreciate your time and patience in helping us resolve this issue.

Thanks,
Anubhav

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Community Beginner ,
Jul 04, 2024 Jul 04, 2024

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I am having the same issue, already ask for 3 agents to help and not 1 could help to fix it.
I faced the issue 2 months ago, an agent helped me deal with it. But it reaccured this week.
I was told to even reach out to microsoft, but how am I suppose to ask microsoft it the problem is from adobe?
It is super frustrating. Anyone able to provide help?

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Adobe Employee ,
Jul 04, 2024 Jul 04, 2024

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Hi @Kindoru30850281clph

 

Apologies for not being able to help so far, but please rest assured that we're committed to helping you until the issue is resolved. I checked our crash reporter using your email address and couldn't find any crash reports submitted by your ID. Could you please share the crash report with us? Additionally, please try the suggestions shared by Anubhav and let us know your observations. Thank you for your patience and cooperation.

 

Regards,

Srishti

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Community Beginner ,
Jul 05, 2024 Jul 05, 2024

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"Your Adobe Case ADB-xxxxxxxx-XXXX"

This was the Adobe case sent to my email. When the agent suddenly logged off and did nothing.
Now I cant even access to my adobe softwares, i need to redownload and do resetting. Its taken me 2 full days for this, im a designer so i need to work using AI. It is really frustrating.

 

 

{Case number removed by MOD}

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Community Expert ,
Jul 05, 2024 Jul 05, 2024

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Have you tried some of the other troubleshooting steps, such as checking if any driver updates are available for your computer's graphics card or any other attached devices (such as Wacom tablet)? Very often a bad driver for either of those devices can cause Illustrator to crash.

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Adobe Employee ,
Jul 08, 2024 Jul 08, 2024

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Hello @ashok29740623aagr,

I am sorry to hear about your experience. Would you mind trying the steps shared above and checking if they help? Also, kindly share the crash logs, so we can check it on our end.

Looking forward to hearing from you.

 

Thanks,

Anubhav

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Community Beginner ,
Jul 08, 2024 Jul 08, 2024

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Already done all of the above.
3 different agents have already done it themselves. Still not solving the issue.
i have uploaded the crash logs already

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Adobe Employee ,
Jul 08, 2024 Jul 08, 2024

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Hello @Kindoru30850281clph,

Thanks for confirming that. Would you mind trying to run Illustrator under a different administrator account (Windows / macOS) and checking if it helps?

Also, I was unable to locate the crash report on my end. Would you mind saving the report next time Illustrator crashes, uploading it to Dropbox/Google Drive/etc. and sharing a public link here so I can check it with the team?


Looking forward to hearing from you.

 

Thanks,

Anubhav

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Community Beginner ,
Jul 08, 2024 Jul 08, 2024

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trying under different administrator account works.
But my main account still unable to open.
the previous agent did asked me to do so. and then she suddenly disconnected.
I've done this with 2 agents, and they suddenly disconnected when i change to another admin account and I couldnt get back to them. then i need to repeat myself for like 5 or 6 times, and the agents always suddenly disconnects.

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Adobe Employee ,
Jul 09, 2024 Jul 09, 2024

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I understand how frustrating this situation must be for you. Let's collaborate to find a solution. It seems like this might be a case of permission errors. Please check out the steps shared here and share your observations with us.
 
Here is a video tutorial as well.
 

Regards,

Srishti

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Community Beginner ,
Jul 09, 2024 Jul 09, 2024

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I've looked at all the photos and all the deny check boxes are not ticked by default.
I am still unable to open illustrator.

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Community Beginner ,
Jul 09, 2024 Jul 09, 2024

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sorry i mean folders, not "photos"

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Adobe Employee ,
Jul 09, 2024 Jul 09, 2024

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Hello @Kindoru30850281clph,

Thanks for sharing the details. Would you mind trying to manually reset Illustrator's preferences and checking if it helps:

 

For macOS

• Close all Adobe applications.

• Go to the following locations

• ~/Library/Caches

• ~/Library/Application Support/Adobe

• ~/Library/Preferences

• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 28 Settings.old

• Launch Illustrator from the Creative Cloud.

 

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

 

For Windows

- Close all Adobe applications.

- Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe

- Rename Adobe Illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old and Adobe Illustrator - 28 Settings.old

- Relaunch Illustrator from Creative Cloud

 

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders, the location of which is mentioned above.


Looking forward to hearing from you.

 

Thanks,

Anubhav

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Participant ,
Jul 09, 2024 Jul 09, 2024

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This may sound way off base, but the screenshots that you provided @Luce5E77 is for Illustrator 2019 (version 23.1.0). The latest and greatest software version is now at version 28.5. So that's about 5 years.

If you are indeed using a paid version of Adobe, you should just upload the to the latest version. Adobe typically only provides the latest two versions of Creative Cloud apps for download (in this case, 27.0 and 28.0). 

I am on a MacBook Pro and using a late 2013 with BigSur on it, and am still able to download the latest version for the time being. Sometimes using dated applications is the sign that they want you to move up. Not all the stuff may work (I have a friend who still uses CS6!)

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Community Beginner ,
Jul 10, 2024 Jul 10, 2024

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Nope. It is still the same crash at the loading screen.
previous agent tried to do that too. No use.

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Adobe Employee ,
Jul 10, 2024 Jul 10, 2024

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Hello @Kindoru30850281clph,

Sorry to hear that did not help. Would it be possible for you to have a debug session with us? If yes, please send me your Adobe ID, Country & Timezone, phone number with country code, and preferred dates and times between Mon- and Fri over a private message.
To send a private message, click my profile picture and use the ”Send a message” button.


Looking forward to hearing from you.

 

Thanks,

Anubhav

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