Updated Illustrator 26.5 crashing

Community Beginner ,
Aug 22, 2022 Aug 22, 2022

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I've just downloaded the new update and it's not opening at all. It crashes everytime. I uninstalled and reinstalled, and I'm still getting the same problem. I'm using an M1 Mac Mini, ie. pretty up to day hardware, so I can't understand why there might be an issue. Is anyone else experiencing the same thing?

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Adobe Employee ,
Aug 22, 2022 Aug 22, 2022

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Hello parsleymorris,

 

Sorry to hear about this experience. I would request you try resetting Illustrator's preferences by following the steps shared in this article (https://helpx.adobe.com/illustrator/kb/troubleshoot-preference-issues.html) and sharing your observations.
Disclaimer: Please note that resetting preferences will remove all custom settings, and Illustrator will launch with the defaults. You may take a backup of these settings from the location mentioned in the article. 

Also, try running Illustrator under the root user account and check if it helps.

 

Looking forward to hearing from you.

 

Thanks,
Anubhav

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Community Beginner ,
Aug 28, 2022 Aug 28, 2022

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Thanks for your reply. Unfortunately, I'm still getting the problem. It crashes immediately after launch, preventing me from accessing Preferences within Illustrator. And I'm afraid I find no Illustrator preference file using the advice given in the article. Is there anything else I can do?

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Community Beginner ,
Aug 28, 2022 Aug 28, 2022

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Also, I'm afraid I was unable to run Illustrator using the root user account using the advice given in that link. It says to 'Choose Edit > Enable Root User' in the Directory Utility, but no option to do that is given when I open Directory Utility.

 

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Adobe Employee ,
Aug 29, 2022 Aug 29, 2022

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Hello parsleymorris,

 

Thanks for getting back. You may try resetting preferences manually and see if that helps resolve the issue:


• 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 26 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 26 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 take a backup of the folders in case you want to. The location is mentioned above.
 

Also, to enable the option for "Enable Root User" under the Edit Menu for Directory Utility, kindly try to first click on the padlock icon at the bottom left corner of the Directory Utility window and enter an Administrative username and password.

Looking forward to hearing from you.

 

Regards.

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Community Beginner ,
Sep 01, 2022 Sep 01, 2022

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Hi there

 

Thanks for your advice. I've followed each of the steps you recommend, but unfortunately the Illustrator update is still crashing immediately. It's strange that 26.5 refuses to open on my M1 Mac Mini, but opens fine on my older (2017) MacBook Pro. I think I'll stay with 26.4.1 on my Mac Mini until a more stable update is released..

 

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Guide ,
Aug 29, 2022 Aug 29, 2022

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I'm not on a Mac but I've seen this solution put forward for various issues.

Create a new user, and install into that.

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