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Adobe Illustrator 2020 (24.1.2)-The latest updated version KEEPS CRASHING on MacOS Mojave

Community Beginner ,
May 02, 2020

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Hi,

Since I updated my ACS to 2020 I've been having this issue with the simplest movements like dragging, changing the type sizes, accidentally double-clicking etc no matter what size of file I'm working on.

I'm using Macbook Air - MacOs Mojave version 10.14.6. (1.6 GHz Intel Core i5/ 8 GB 1600 MHz DDR3).

I did delete presets but this didn't work for me.

I still have older versions of ACS, so I tried to work with Illustrator 2019 but the same thing keeps happening.

Please can someone help me to find a way to start working normally again? It's super frustrating as you have so many things to do but you can't.

Thanks in advance.

 

 

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Adobe Illustrator 2020 (24.1.2)-The latest updated version KEEPS CRASHING on MacOS Mojave

Community Beginner ,
May 02, 2020

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Hi,

Since I updated my ACS to 2020 I've been having this issue with the simplest movements like dragging, changing the type sizes, accidentally double-clicking etc no matter what size of file I'm working on.

I'm using Macbook Air - MacOs Mojave version 10.14.6. (1.6 GHz Intel Core i5/ 8 GB 1600 MHz DDR3).

I did delete presets but this didn't work for me.

I still have older versions of ACS, so I tried to work with Illustrator 2019 but the same thing keeps happening.

Please can someone help me to find a way to start working normally again? It's super frustrating as you have so many things to do but you can't.

Thanks in advance.

 

 

TOPICS
Bug, Performance

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1.3K

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May 02, 2020 1
Community Beginner ,
May 02, 2020

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I'm having the exact same problem and just came on here to get some help. Program will run fine for about 5 minutes before the screen freezes and then all my pop up menus go blank, then I have to do a forced shutdown, which I'm sure is screwing with my Mac even more. Any help?

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May 02, 2020 0
Community Beginner ,
May 03, 2020

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Hey! This is the exact same issue I've been having. Everything goes blank/my screen sometimes goes full black and forced shutdown follows.

I haven't received any replies so far. I managed to work with Illustrator on safe mode though, but I want to be able to work normally again.

Did you try safe mode?

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May 03, 2020 0
Community Beginner ,
May 15, 2020

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Try turning of the GPU performance and animated zoom in Illustrator-Preference-Performance.

These functions only work smoothly on a 16GB memory where as my Mac is only 8GB. 

So far so good, no more crashes.

 

 

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May 15, 2020 1
Community Beginner ,
May 17, 2020

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Hi,

(update: the program is still not working)

Thank you. I did turn off now, also I followed the steps in this link:

https://helpx.adobe.com/au/illustrator/kb/gpu-performance-errors-troubleshooting-workarounds.html

(I specifically did Solution 2)

I'm sharing this if anyone wants to check an try it out. 

I managed to work for 30 min now, I'll update here tonight.

Kindest,

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May 17, 2020 0
New Here ,
May 05, 2020

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I am also having this problem.  Sometimes I am working in a document and sometimes I am saving something. The entire program crashes and I have to restart my computer.

 

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May 05, 2020 0
Adobe Community Professional ,
May 05, 2020

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Hi all,

If all you are facing the same issue, could you please raise the issue at below link and vote so that it can be looked by Adobe Team.

 

https://illustrator.uservoice.com/forums/601447-illustrator-bugs

 

Thanks

Best regards

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May 05, 2020 1
Community Beginner ,
May 15, 2020

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Unfortunately the link does not work((((

 

Have you solved this problem?

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May 15, 2020 0
Adobe Community Professional ,
May 15, 2020

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Hi,

Which link does not work? Could you please explain what you are trying to open? I have checked above mention link is working. Please explain so that we can help you.

 

Thanks

 

Best regards

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May 15, 2020 0
Community Beginner ,
May 15, 2020

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This link https://illustrator.uservoice.com/forums/601447-illustrator-bugs

 

It's so strange, but I can't open this link (((

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May 15, 2020 0
Community Beginner ,
May 15, 2020

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Perhaps this link does not work because I am in Russia ((((

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May 15, 2020 0
New Here ,
May 05, 2020

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I'm having the same issues with crashing, using illustrator CC but on pc (windows 10). Any other pc users experiencing this today?

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May 05, 2020 0
New Here ,
May 06, 2020

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I am having this issue on both my Windows 10 PC and my iMac Pro.

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May 06, 2020 0
Community Beginner ,
May 05, 2020

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Thank you for the heads up.

Hey everyone,  I created this topic that you can all vote for. 

https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/40352791-adobe-illustra...

Kindest,

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May 05, 2020 1
Adobe Employee ,
May 14, 2020

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Hi Everyone,

 

We are extremely sorry to hear about the trouble you are facing with Illustrator. We are currently investigating this issue and would request you to share following details:

 

  1. Crash Report (https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html).
  2. Does turning off Automatic Graphic Switching (System Preferences > Energy > Uncheck Automatic graphics switching) helps resolving the issue?
    disable-automatic-graphics-switching-macbook-pro-610x459 (1).jpg
  3. Have you noticed if Illustrator is crashing randomly or after a specific action?
  4. If you are using any third party plugins on your machine, please share a list of plugins you are using with Illustrator.
  5. SPX file from MAC
    Click on Apple Icon > About this Mac > System Report
    This will launch the System Profiler
    Then Click File > Save > Save in Creative Cloud Files
    Then open https://assets.adobe.com/files
    Click on three dots next to spx file > Share > Copy Link and share it with us.
    How to collect spx file.png
  6. Preferences folders:

    Go to locations

    ~/Library/Caches

    ~/Library/Application Support/Adobe

    ~/Library/Preferences
    Copy-Paste  Adobe Illustrator 24, Adobe Illustrator and Adobe Illustrator 24 Settings folders to Creative Cloud Files.
    Then open https://assets.adobe.com/files
    Click on three dots next to spx file > Share > Copy Link and share it with us.

All this information with help us replicate this issue at our end and help you accordingly.

 

Regards,

Srishti

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May 14, 2020 1
Community Beginner ,
May 15, 2020

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I am sending you a report on my system: https://shared-assets.adobe.com/link/d9873025-a9c6-4567-504a-89f58399b5fd

 

The Illustrator freezes when I work with the Curvature Pen Tool

 

Please help us soon. This is a very serious problem.

 

Illustrator is a program for work, and many of us have not been able to work for several days due to the fact that the program hangs. Illustrator hangs even on new simple files. This makes impossible any work in the program.

This is my first serious freeze in my laptop and this is a very unpleasant surprise after a recent update.

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May 15, 2020 0
Adobe Community Professional ,
May 15, 2020

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Hi,

Please vote issue reported at Illustartor User Voice so that this issue is looked at high priority.

Here is the link. 

 

https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/40352791-adobe-illustra...

 

Thanks

Best regards

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May 15, 2020 0
Adobe Employee ,
May 15, 2020

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Thanks for sharing the SPX file, Elaia. I would request if you could share the other details as well. 

 

Regards!

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May 15, 2020 0
Community Beginner ,
May 16, 2020

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I'm sorry, but I wrote everything I know about my problem. I do not know what additional information may be useful.

A customer support specialist helped me solve the problem of freezing. To do this, he reset the program settings and changed the settings in the "GPU performance" section. I am attaching a screenshot. Unfortunately, my program interface is in Russian (((

I hope that this is a temporary measure, I am not as comfortable working as I did before, but I'm glad I can work.

Nevertheless, I hope that your team will be able to find out what the problem is and solve it for all users.

 

Снимок экрана 2020-05-16 в 10.01.16.png

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May 16, 2020 0
Community Beginner ,
May 17, 2020

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Hi Srishti,

Please find my answers to the following questions.

1.Screen Shot 2020-05-18 at 2.38.28 pm.png 

Even though AI closed unexpectedly again, unfortunately, I don't have this error message. 

2. I'm using Mac Mojave and I don't have this option so I couldn't uncheck the box.

"Automatic Graphic Switching (System Preferences > Energy > Uncheck Automatic graphics switching)"

3. AI is crashing mostly when I drag something across the screen or copy/paste actions or scaling. 

4. I do have "Grammarly".

5. https://shared-assets.adobe.com/link/7de2451b-e083-4f1f-7d8a-01e781dcf447

6. I don't have "Adobe Illustrator 24, Adobe Illustrator and Adobe Illustrator 24 Settings folders" under 

~/Library/Caches

~/Library/Application Support/Adobe

~/Library/Preferences

Note: AI just stopped working again.

Best regards,

Selin.

 

 

 

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May 17, 2020 0
Adobe Employee ,
May 20, 2020

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Hi Selin,

 

Thanks for sharing the information. I have send you a DM, please check. 

 

Regards,

Srishti

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May 20, 2020 0
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