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gerardoo5351888
Participant
July 17, 2018
Question

When opening or saving files my Illustrator CC crashes (MacBook Pro).

  • July 17, 2018
  • 4 replies
  • 1479 views

I can actually open Illustrator, create new files and work on them, but whenever I try to save... or Open files saved on my computer (cloud or actual disk).

I have uninstalled and installed the program several times. Run the clean tool from adobe and installed previous versions of it. Nothing seems to work.

Other Creative Suite products (2018 versions) seem to be working fine - it's just Illustrator.

FYI - saw the request to create a crash dump - but I'm not getting any error, just the spinning wheel of death and the program permanently hung up until I force quit.

Please Help!! I have a lot of deadlines to work on!

Running macOS High Sierra. Version 10.13.6

This topic has been closed for replies.

4 replies

I
intelligent_neighborsFA21
Inspiring
July 18, 2018

Hello,

I hope this will help:

To restore preferences quickly using a keyboard shortcut

  • Press and hold Alt+Control+Shift (Windows) or Option+Command+Shift (macOS) as you start Illustrator. You are prompted to delete the current settings. The new preferences files are created the next time you start Illustrator.

If you want to know more about the preferences: follow this link:

How to set preferences in Illustrator

Good luck

Patrick

S
Soualmalivre
Participant
July 18, 2018

I have no answer from the chat . Any other ideas?

The first time it happened I was working on a file and tried to export it as a .jpg and that was the first time it crashed.

Bill Silbert
Community Expert
Bill SilbertCommunity Expert
Community Expert
July 17, 2018

In all of your installs and uninstalls have you also trashed your Illustrator preferences?

To do so:

With Illustrator closed launch a Finder Window in column view and click on your home folder. With the Option Key pressed choose Library from the Finder Go Menu. Within the Library folder find the folder called Preferences and within it find the following two files and delete them: “Adobe Illustrator <Version #> Settings” (earlier versions of Illustrator might just say “Adobe Illustrator”) and “com.adobe.Illustrator.plist”. When Illustrator is next launched it will create new preference files and the program will be restored to its defaults.

The advantage of manually deleting preference files in this manner is that after you’ve reset up the program (make sure that no document window is open) to your liking, you can create copies of your personalized “mint” preference files (make sure that you quit the program before copying them—that finalizes your customization) and use them in the future to replace any corrupt versions you may need to delete.

G
gerardoo5351888Author
Participant
July 17, 2018

I don't see any of the two files you are mentioning. I previously tried modifying the file "6636042652906523127_AdobeIllustrtor_22_1" and add "Old" at the end and didn't fix the problem.

Bill Silbert
Community Expert
Bill SilbertCommunity Expert
Community Expert
July 18, 2018

You should have deleted the whole folder "Adobe Illustrator 22 Settings". “com.adobe.Illustrator.plist” should be found loose in the Preferences folder.

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
July 17, 2018

Is a printer conncted and turned on?

Do you have full user rights on your harddisk?

Are you saving to a synchronized folder?

The harddisk has no hardware errors?

G
gerardoo5351888Author
Participant
July 17, 2018

Is a printer conncted and turned on?

I don't usually have the printer on and connected, but I already tried connecting and and turning on the printer while starting up Illustrator and didn't work.

Do you have full user rights on your harddisk?

Yes, my computer, only user.

Are you saving to a synchronized folder?

I have those files in the google drive folder, but I already tried to save it on my desktop and still crashing.

The harddisk has no hardware errors?

No, all good . Any other programs working correctly.

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
July 17, 2018

Are there linked files in your artworks?

Fonts? Are they OK?

You might try if resetting the OOBE folder helps:

Adobe Creative Cloud desktop app doesn't open or shows a spinning progress wheel

But this might also be a very specific error in your system that someone needs to look into. You can reach support at:

Contact Customer Care

You need to be logged in and at the bottom of the page there is the chat option.

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