WIndows 11 and Illustrator 29.8.1 totally broken

[toniko4]

I recently got a new computer with windows 11 and all of the tech requirements are above minimums for illustrator. I installed the latest version 29.8.1 and tried opening a new document but it just locked up. I also tried opening existing illustrator files and again the app just goes completely unresponsive and I have to force end the program. I tried uninstalling and reinstalling it along with computer restarts but that did not help. I also tried a few things from the community board here: renamed UXP file to UXP.old; used the legacy version of the new file dialogue box, installed older versions(29.6 aqnd 29.0) nothing worked.

I really need to get on there for design work today!! 

[Abhishek Rao]

Hi @toniko4,

I'm sorry you're running into this issue on your new Windows 11 machine. Could you confirm if Illustrator freeze right at launch or only after you create or open a file? That will help us figure out if this is more of a compatibility or performance problem. Are you seeing the Adobe crash reporter dialog box in the process? If possible, please share short screen recording demonstrating the issue. 

In the meantime, please try isolating the issue from third-party services, plugins, or user profiles. You can test this by starting your system in Safe Mode or creating a fresh user profile and checking Illustrator there:

Windows Safe Mode: https://adobe.ly/42u0rbP
New user profile on Windows: https://adobe.ly/4mTpai2

Moreover, try the suggestions here in this article: https://adobe.ly/4nrQtjg

Let me know if trying these steps changes anything for you.

Abhishek 

[toniko4]

The screenshots are the progression of opening Illustrator to clicking new document to it locking up. It only is a few seconds before it notices that the program is not responsive. I have waited on this screen even overnight to see if it would resolve but sadly it does not. When attempting to open an existing file I get the same results. I am able to go into preferences though without it locking up.

[mpmara]

I'm in the same situation, there's no way to make it work! And I need to work!

[toniko4]

bump still trying to no avail 😞

[mpmara]

Hello! I have Windows 11, and the problem arose when I updated the version.
I uninstalled everything and installed an older version, and now it works. I won't be updating for the time being.
Best regards and good luck!

[toniko4]

Can you share what version of windows 11 you are running now? Thank you SO much for your reply!!

Right now I'm running windows 11 home 10.0.26100 build 26100
(found when you click windows and type "system information")

[mpmara]

Hello!
Windows 11 Home, 24H2, operating system version 26100.6584.

I installed Illustrator version 29.6.1, but it didn't work with the update.
Good luck!

[Abhishek Rao]

Hi @toniko4 & @mpmara,

Thank you for sharing the details and screenshots, and I'm sorry you’re experiencing this issue. Could you please check Windows Update and install any pending updates to ensure your system is fully up-to-date, then try running Illustrator again? If the problem continues, I recommend completely removing Illustrator using the Creative Cloud Cleaner Tool and then reinstalling it. You can find the instructions here: https://adobe.ly/42uJGNG

Looking forward to hearing how it goes.

Abhishek

[toniko4]

Tried this today on the windows version I stated above(it is listed as being totally up to date) and still no go 😞

[Bobby Henderson]

What are the hardware details of your computer system (type of CPU, graphics card/chip, amount of RAM, etc)? If a complete removal of Illustrator using the CC Cleaner tool and clean re-install isn't working there must be an issue elsewhere in the computer system. It could be a hardware/driver issue. Or it could be a conflict with other software installed in the computer, running at the same time or just active in the background.

[mpmara]

Install the previous version of Illustrator—that's what worked for me! At least for now. Later on, I'll update everything and pray that it works, ha ha ha.
In my case, it didn't coincide with a Windows update. It messed up when I updated Illustrator, so if it's more stable as it was before, I'll leave it that way

[B_C_E_75]

I was having this issue earlier this year. New HP Z4 workstation with a 4.0 GB Xeon processor, and 128GB ram. Illustrator crashed constantly. I had to get another new workstation, exactly the same as the one Illustrator repeatedly crashed on. I now have all the same software and hardware installed as the old PC, yet Illustrator works now... mostly.