Known Participant

Answered

Illustrator top menu keeps on freezing

Forum|Forum|2 years ago
January 8, 2024
25 replies
27615 views

Has anyone else had this issue? illustrator freezes multiple times a day. It is not a regular freeze. I am working on a MacBook it does not say 'not responding'. Also, the top bar on Illustrator opens and lets me click around but does not actually do anything. I attached a video so u can see what's going on. I really don't want to force quit. Anyone know of any solutions?

I tried keeping track of what makes it happen, sometimes its if i close my laptop, open another program like photoshop or like today when i was disconnected from wifi for a moment

Screen_Recording_2024-01-07_at_6-53-04 PM.zip

Correct answer Ryan219689773spq

Yep,, and still no fix. ! I reported here and got no where. I called twice to support, got no where.

https://illustrator.uservoice.com/forums/601447-illustrator-desktop-bugs/suggestions/47600372-illustrator-title-bar-menu-items-stop-responding

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A

Alecat

Participant

I am encountering a similar issue when I leave Illustrator to idle in the background. I am accustomed to leaving it open for sometimes days on end, and moving between working on other things and working on Illustrator during the day.

In my case, Illustrator becomes completely non-responsive. No keyboard shortcuts, menus or anything respond. Right clicking the app icon in the dock and selecting "Quit" closes the program. I cannot interact with any artwork.

I am on macOS Sonoma on an M1 mac. It was factory reset in December and Illustrator was freshly installed after that.

G

GEORGINA2906912527k0

Participating Frequently

Hi! I thought it would be helpful for me to reply as yesterday I ended up doing a live-chat to figure out the issue as that was happening to me as well, and my workflow is similar as 80% of my work consists of leaving illustrator open:

– I went back to Illustrator 2023 (27.9.1) which will always be supported by the adobe support.

This is because Adobe has shared that there is a bug between MacOS Sonoma & Adobe 28.0 and higher. (https://helpx.adobe.com/illustrator/kb/known-issues.html?src=community)

– I will use this one until the bug is resolved as I never experienced this and have done on the possible trouble shooting for it. I hope there is a fix for it, because the new features on AI 2024, are great and would love to use them again!

Hope this helps

G

GEORGINA2906912527k0

Participating Frequently

*Helpful for you -- Sorry about that

G

GEORGINA2906912527k0

Participating Frequently

Hello! Were you able to find a solution?

My computer has 64GB of ram and I am too experiencing issues of random freezing and having to force quit.

Monika Gause

Community Expert

More info on your system would be needed.

You can also contact Customer Care to have it sorted out.

https://helpx.adobe.com/contact.html

Anubhav M

Community Manager

I tried: Navigate to Illustrator menu > Settings > General > Confirm or adjust any general settings as needed > Click "OK" to apply the changes.

It work, so not sure if this is a permanent fix as it has happened a number of times.

Hello @Actovate,

We understand that encountering technical issues can be frustrating. Would you mind trying to update macOS (https://adobe.ly/3wVgtPd) to the latest version and manually resetting Illustrator's preferences to check if they help:

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:

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 in case you want to. The location is mentioned above.

Looking forward to hearing from you.

Thanks,

Anubhav

Bill Silbert

Community Expert

Only Illustrator CC 2024 (Version 28) is compatible with Sonoma. If you are using a version of Illustrator earlier than that then this is probably the cause of your issues and you will have to update it. The latest version is actually Version 28.1.

R

Ryan219689773spqCorrect answer

Participating Frequently

Yep,, and still no fix. ! I reported here and got no where. I called twice to support, got no where.

https://illustrator.uservoice.com/forums/601447-illustrator-desktop-bugs/suggestions/47600372-illustrator-title-bar-menu-items-stop-responding

Actovate

Participating Frequently

Same thing here.

Monika Gause

Community Expert

Please tell us about that Macbook. How much RAM is there?

Do you have any third party plugins?

Where do you save your files?

Is any server connected?

A printer?

S

simcha5C73Author

Known Participant

I don't have third-party plugins. I save my files to iCloud mostly. there is no server connected. I sometimes connect to my home printer

Monika Gause

Community Expert

You have 16 GB of RAM, which is not a lot. But you have a lot of files open.

Does this also happen with just one simple file open?

Also: While Illustrator might be compatible with Sonoma, the experience is mixed. Some people are still experiencing unexplanable issues. What kind of monitors are connected? Are you using any system extensions?

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