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Illustrator for iPad keeps chasing and I can’t open it

Community Beginner ,
Oct 29, 2020 Oct 29, 2020

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Hi Everyone,

I have been using illustrator on my iPad for about four days and really love using it.
But yesterday evening I tried to open it, the splash screen appeared for a moment and then disappeared  and the application wouldn't open. And it keeps doing this. I haven't been able to open illustrator since. I restarted my iPad, then uninstalled the application before reinstalling it, but I still can't open it. Anyone know what's wrong with it and how to fix it?

Thanks.
Annette

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Bug, Performance

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correct answers 1 Correct answer

Community Beginner , Nov 09, 2020 Nov 09, 2020
Hi Om,Thanks for your message, I had already submitted a crash report and been in contact with support a number of times. This morning I received an email to say the bug had been fixed in an update that had just been released and it works - yeah, I can open Illustrator again and get to work. Awesome. Thanks for taking an interest Best Regards Annette 

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Community Beginner ,
Oct 29, 2020 Oct 29, 2020

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Sorry that should have said that illustrator for iPad keeps crashing not chasing, Annette

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Nov 06, 2020 Nov 06, 2020

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Hi Annette,

 

Really sorry to hear about this. Does the app crash as soon as you launch it? If yes, please share some additional details so that we can assist you further. We'd need the crash logs which you could share with me over a direct message.

How to look for the crash logs: 
  • Open iOS Settings > Privacy > Analytics and improvements > Analytics data on user device. You will see file names like “adobe illustrator***.ips. That's the log file, please share it over DM.

 

Also, let us know the - 

  • iPad make and model
  • iOS version
  • Are you using any trackpad or keyboard? If yes, do share the details.

 

Thanks,

Om

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Community Beginner ,
Nov 09, 2020 Nov 09, 2020

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Hi Om,

Thanks for your message, I had already submitted a crash report and been in contact with support a number of times. This morning I received an email to say the bug had been fixed in an update that had just been released and it works - yeah, I can open Illustrator again and get to work. Awesome. 

Thanks for taking an interest

 

Best Regards

 

Annette 

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Nov 09, 2020 Nov 09, 2020

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Thanks for the confirmation, Annette. Glad to hear that it's been fixed!

 

-Om

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