Run Diagnostics - no dialogue box?

Forum|Forum|8 years ago
December 10, 2017
3 replies
6917 views

Hi

Illustrator CC 2017 keeps crashing, and I realise its very common in Win10 on pc. However, the help suggests to run diagnostics and start illustrator in safe mode - one problem - there is no freakin dialogue box to "run diagnostics". Apparently, a dialogue box saying "run diagnostics" is supposed to magically appear on re-launch. I notice no one has been able to address this yet? Maybe I'm the only one that can't magic up the dialogue box? WTF?

So, can anyone advise how I'm supposed to run diagnostics when I don't have this option available to me? I've googled heaps of help and checked the forum - and nothing as yet has worked?

Thanks

illustrator crash win10 pc

This topic has been closed for replies.

Correct answer Raghuveer_Singh

...as mentioned I'm using the most recent version of Illustrator ie CC 2017

Hi Rebecca,

If it is possible for you to join a connect session then please let me know?

My time zone is IST (+5:30 GMT)

If yes then please mail to rbhunwal AT adobe DOT com

The id is without spaces.

With Best Regards,

Raghuveer

T

Test Screen Name

Legend

Who have you tried, what did they suggest, and what were the results?

B

Bec MacAuthor

Inspiring

Can someone please help. Illustrator cannot even open properly without having a convulsion! I'm furious that no-one can assist. I'm running Win10 with the very latest version of CC/Illustrator. Illustrator 2017 had major trouble running on my pc (which by the way has ample specs to run Adobe CC and the rest of the crap associated with it). Now I'm running (ha ha - it doesn't run) CC 2018 and it's even worse. WTF Adobe - can't anyone help on this matter, I've been trying to get help for a year now - no one will even reply to my crash reports. Thought your techs could handle these issues. Please reply

B

Bec MacAuthor

Inspiring

...upon launch it can't even get past the program opening and when it does it simply crashes when doing the most simple things or nothing at all!

T

Test Screen Name

Legend

I don’t see a crash. If an app crashes it isn’t there. “Not responding” is a serious problem if it doesn’t fix itself, but should never be called a “crash”. Using the wrong jargon can lead us to waste your time (like asking for a crash report you won’t have).

Raghuveer_Singh

Community Manager

Hi Rebecca,

Sorry to hear that.

Can you please go through this link and share the crash dump DMP file with me? Also please do mention the Illustrator Version.

Share information about a crash

Please mail me at the id:

rbhunwal ATTHERATE adobe DOT com

The above id is without spaces.

Thanks,

Raghuveer

Illustrator Team

B

Bec MacAuthor

Inspiring

Thanks Raghuveer

I don't get any error messages when illustrator crashes, therefore I can't select "dump file" as it is greyed out. Illustrator simply freezes mid-work and I have to cold boot every time and lose work, task manager is never up to the task, it freezes also. The only kind of indication I get is in the very top left hand bar that says "illustrator is not responding" and the page freezes. Any other ideas? Very frustrated. I've been trying all year to get this fixed. My Dell has more than enough specs to cope so it's obviously the software? Please advise - thanks