Illustrator v28.71 crashes when I zoom in/out or even if I press alt

[Diego Valen]

I recently download this last version of Illustrator (v28.71) and it start crashing when I zoom in/out or when I just press alt and move the cursor, idk why this happen, but I download and older version (v28.0) and it runs perfectly, I can zoom in/out without any problem. Someone can help me?

[Monika Gause]

Did you already reboot the computer or reset the preferences (the latter will erase all your settings)

[Anubhav M]

Hello @Diego Valen,

We understand how frustrating it can be to encounter crashes in the middle of work. I hope Monika's suggestions helped resolve the problem. If not, kindly try the suggestions shared in this help article (https://adobe.ly/3TovOjP) and let us know 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/3ze3YzK). We appreciate your time and patience in helping us resolve this issue.

Thanks,
Anubhav

[Diego Valen]

Hello, yes, I already tried both.
I recorded this video today so you can see what I'm talking about:
https://drive.google.com/file/d/1kqtGSnzBsM1uwgKTn32RWFCBTHoT3MNk/view?usp=sharing

[Anubhav M]

Hello @Diego Valen,

Thanks for sharing the screen recording. Would you mind sharing the Crash dumps for Illustrator, so we can check it with the team:

1) Open Illustrator and the Task Manager
2) Repeat the steps that cause Illustrator to crash/freeze
3) While Illustrator is frozen, quickly go to the Task Manager, right-click on the Illustrator process, and select the option to Create a Memory Dump file.

4) Save this file on your computer, upload it to Google Drive/Dropbox/etc. and share a public link to it here, so we can check it with the team.

Looking forward to hearing from you.

Thanks,

Anubhav

[Diego Valen]

Hello, yes, here it is: https://drive.google.com/file/d/1xD2KpofN12zvT7SMOkmvGxJ_sdFmqc_a/view?usp=sharing

[Anubhav M]

Hello @Diego Valen,

Thanks for sharing the logs. Kindly allow me some time to check this with the team. Feel free to reach out if you have more questions or need assistance. We'd be happy to help.

Thanks,
Anubhav

[Diego Valen]

Thank you, I'll wait for your response.

[Anubhav M]

Hello @Diego Valen,

The product team has requested for more information. Would you mind sharing the System Information Report (https://adobe.ly/3C4uGfc) and a sample file you're having this trouble with, so we can investigate further?

Looking forward to hearing from you.

Anubhav

[Diego Valen]

Hello, yes, here it is: https://drive.google.com/file/d/1ylEXaqjCHXldYmRKhzG7LnURDRsbuoMX/view?usp=sharing
I have problems with the software, not with a file.

When I open a project or create a new workspace and then zoom in or out, the program freezes and crashes.
I already tried and older version and the program runs without any crashes.

[Anubhav M]

Hello @Diego Valen,

Thanks for sharing. While the team investigates this, please try updating to the latest version of Illustrator to check if it helps.

Anubhav

[Diego Valen · Accepted solution]

nice, updating to the latest version works, thanks 😛