Janelas de contexto, confirmação e menus abrem e fecham rapidamente.

Explorer ,
Sep 03, 2021 Sep 03, 2021

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A maior parte das janelas e menus de contexto não se sustentam abertas. Fecham num piscar de olhos. 

Seja para selecionar uma cor, ou clicar em alguma opção do menu principal, como clicar em "salvar como", imprimir, etc. Curiosamente, uma ou outra opção abre, randomicamente.
Mesmo as teclas de atalho não funcionam e as janelas se fecham. Todas as janelas de confirmação se fecham sozinhas.

Ações já realizadas:
Já removi o programa completamente, retirando as preferências. Funcionou no primeiro dia, no segundo o problema voltou. 
Já instalei 3 versões anteriores. O problema volta. 
v 25.2.3
v 25.3.1
v 25.4.1

TOPICS
Bug , Import and export , Performance , Print and publish

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correct answers 1 Correct answer

Explorer , Feb 25, 2022 Feb 25, 2022

Depois de tentar todas as soluções propostas aqui no fórum, tanto por moderadores quanto por usuários, cheguei numa solução definitiva. Muitas das antigas soluções duravam apenas alguns minutos, horas ou dias. Depois voltava a apresentar problema. 

A solução é simples, e parece ser um erro de programação que duplica todos os arquivos de patterns e brushes e mais cedo ou mais tarde danifica a interface e os presets. 
Se preferir, reset as preferências pro padrão de fábrica. Não fiz isso. 
Desabilite

...

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Adobe Employee ,
Sep 03, 2021 Sep 03, 2021

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Hi there,

 

Sorry to hear about your experience. I would request you to share a few more details like:

  • Are you using any external monitor?
  • Is the happening while working on a specific document? If yes, could you please share a sample document with us? You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link.
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates, or web extensions installed recently.
  • Are there any apps running in the background? If yes, close them one by one and see if that helps resolve the issue?
  • Does resetting Illustrator Preferences (https://helpx.adobe.com/in/illustrator/using/setting-preferences.html) help to resolve the issue?
    Disclaimer: Please note that resetting preferences will remove all the custom settings, and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article.

 

I will be looking forward to your response.

 

Thanks & Regards,
Anshul Saini

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Explorer ,
Sep 03, 2021 Sep 03, 2021

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Hi, Anshul. 

 

  • Are you using any external monitor?
    I'm using a Dell XPS 8930 with dell monitor. 
    My windows version:
    Edição Windows 10 Home Single Language
    Versão 21H1
    Instalado em ‎19/‎08/‎2021
    Compilação do SO 19043.1202
    Experiência Windows Feature Experience Pack 120.2212.3530.0
  • Is the happening while working on a specific document? No. It happens in any document. Including welcome screen. I can't access preference scree, for example. 
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates, or web extensions installed recently. I installed all the recent updates to try to solve. This is happening since installed last Illustrator version. I tried to regret for older versions, used creative cloud cleaner, but everything was unsuccessfully. 
  • Are there any apps running in the background? If yes, close them one by one and see if that helps resolve the issue? Antivirus (Kaspersky), dropbox, onedrive...
  • Does resetting Illustrator Preferences (https://helpx.adobe.com/in/illustrator/using/setting-preferences.html) help to resolve the issue?
    Tried several times. Doesn't works.

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Adobe Employee ,
Sep 04, 2021 Sep 04, 2021

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Thank you for sharing the details. I would suggest you try the following steps:

  • Try running the app in Safe Mode & Hidden Admin Account?
  • Try closing/ disabling/ Uninstalling the apps you mentioned and test if this helps resolve the issue.
  • Rename the CEP folder to CEP.old from the following location:
    C:\Program Files (x86)\Common Files\Adobe
  • If that doesn't help, rename the extensions folder to extensions.old in the following location:
    C:\Program Files\Common Files\Adobe\UXP

 

Thanks & Regards,

Anshul Saini

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Explorer ,
Sep 06, 2021 Sep 06, 2021

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Thanks for your attention again, Anshul.

I ran in Safe mode. Opened on normal initialization after and didn't any effect. 

So, I restarted the Win10 on safe mode again (diagnóstico para brasileiros), renamed the folders listed above. Ran the app on Safe Mode. And ok. So I did that same on normal boot. 

Looks ok, for now. Let's see if stay ok on next days. Because, after made a full clean with Creative Cloud Cleaner and reinstalled all my apps, just last one day working perfectly and them the error returns. 

This could be some bug with Nvidia drivers?

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Adobe Employee ,
Sep 09, 2021 Sep 09, 2021

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Thank you for trying the steps. It could be the GPU issue or any other app is interfering with Illustrator (Antivirus or Chrome). I will suggest you go to Safe Mode and open other apps one by one you usually use or running in the background and check which app is causing this, also, which GPU is using. Then, you can try reinstalling or updating them.

 

Reagrds,

Anshul Saini

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Explorer ,
Sep 13, 2021 Sep 13, 2021

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The former try works fine. 

Plus: I changed Nvidia driver from Studio version to the regular. 

I use RTX 2060 6gb

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Adobe Employee ,
Sep 13, 2021 Sep 13, 2021

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Glad to hear that @rama6. Please feel free to reach out if you run into any other questions or issues in the future. We'd be happy to help.

 

Thanks & Regards,

Anshul Saini

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Explorer ,
Nov 05, 2021 Nov 05, 2021

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Hi again. The problem was back a day after.

 

I gave up to resolve (this is my home station), and went to my work in order to finish the works. 

At this moment I updated to new versions of Illustrator and Photoshop. The problem still in both menus and context menus. 
Updated to Win11 too. But the problem persists. Reinstall everything and remove preferences. Still. 

I've tried to put Illustrator and Photoshop like exclusions at Kaspersky. I don't use chrome anymore. But with Edge and Firefox, the problem persists. 

 

Please, what more can I do? Reset preferences just works until one or two restarts. 

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Explorer ,
Nov 08, 2021 Nov 08, 2021

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The issue looks related to the Nvidia 2060. 
Turning off the GPU performance, runs without error. But too slow. 

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Adobe Employee ,
Nov 09, 2021 Nov 09, 2021

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Thanks for sharing the information. You may try the following steps and let us know how it goes:

1. Open the "Nvidia Control Panel."
2. Select "Manage 3D Settings" under 3D Settings.
3. Click on the "Program Settings" tab and select the program you want to choose a graphics card for from the drop-down list.
4. Now select "preferred graphics processor" in the drop-down list. (You can see what the automatic option is listed as global setting) If you want to use the dedicated graphics card, select a High-performance Nvidia processor, or you can select an Integrated Intel/AMD GPU processor for testing.

 

I hope it helps!

 

Regards,

Anshul Saini

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New Here ,
Nov 09, 2021 Nov 09, 2021

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I am having the same issue, started a couple of days ago. I was working on a 500 Mb file and thought it was bugging illustrator because of its size. I restarted my pc and it got fixed. Today I started a new work 7Mb file and by its beginning, it was already closing command tabs.
I tried everything you suggested on Illustrator 2020, tried updating it to a newer version but it continues. Please, is there something else to do? I really have to work on a final thesis project 😞

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Explorer ,
Nov 10, 2021 Nov 10, 2021

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Didn't work. The issue is back. 
Illustrator still with problems. Photoshop work for few minutes, and suddenly loses keyboard access. Open error opening files. Tab menus disappear. Inferno. 

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New Here ,
Nov 10, 2021 Nov 10, 2021

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você tentou formatar o pc? estou considerando isso...

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Adobe Employee ,
Nov 10, 2021 Nov 10, 2021

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Thanks for trying the steps. I'd recommend you both (@rama6 @VItor5C11) to connect with our technical support team (https://helpx.adobe.com/contact.html?rghtup=autoOpen). The team here would be able to perform remote troubleshooting and assist you accordingly.

 

Regards,

Anshul Saini

 

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Explorer ,
Nov 10, 2021 Nov 10, 2021

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Vitor, esse computador foi formatado recentemente devido a um outro problema entre o W10 e a Bios da Dell. Até então, funcionava normalmente.
Pouco tempo após a formatação veio uma atualização do Illustrator e do Photoshop que começou a desligar o uso da GPU. Depois uma nova atualização CC permitiu voltar a usar a GPU sem problemas. E mais uma atualização ferrou tudo de vez. De lá pra cá eu já fiz um reinstall completo, usando ferramenta de reparação da Adobe Creative Cloud, que tirou todos os apps da Adobe do computador. É como se tivesse formatado, mas sem sucesso. Após um uso mais intenso todos os problemas voltam. 
Apelei e permiti a atualização do W11. Parecia ter funcionado, mas durou algumas horas apenas. 
Engraçado é que rodo jogos, Indesign, 3D, After, Media Encoder, tudo funciona. Exceto o Photoshop e Illustrator. Não tenho fé que uma formatação ajude. 
Pra mim é uma grande dor de cabeça, pois uso o Crashplan para backup e demora um ano até ressincronizar tudo. Tenho mais de 4tb de fotografia. É um saco. 

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Explorer ,
Feb 25, 2022 Feb 25, 2022

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Depois de tentar todas as soluções propostas aqui no fórum, tanto por moderadores quanto por usuários, cheguei numa solução definitiva. Muitas das antigas soluções duravam apenas alguns minutos, horas ou dias. Depois voltava a apresentar problema. 

A solução é simples, e parece ser um erro de programação que duplica todos os arquivos de patterns e brushes e mais cedo ou mais tarde danifica a interface e os presets. 
Se preferir, reset as preferências pro padrão de fábrica. Não fiz isso. 
Desabilite a sincronia de perfis (eu tenho dois pcs em uso, casa e trabalho, desabilitei em ambos). 

Limpe as pastas duplicadas de padrões (patterns) e pincéis (brushes). 
Crie novas interfaces customizadas. 
Apague as antigas interfaces. 

O mesmo problema estava ocorrendo no Indesign (muito raro) e no Illustrator. Fiz o mesmo e pararam de travar ao abrir. 


After tried everything - some solutions worked for days, other for hours - I found a definitive solution. 

Two weeks working without freezes on opening or creating new files. 

Go to preferences, DISABLE SYNC PROFILES
CLEAN ALL DUPLICATE PATTERNS AND BRUSH FOLDERS. 
DON'T ENABLE sync profiles anymore.
Create new interface custom profiles. 
Delete old interface custom profiles.

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