Adobe Illustrator 25.0.1 crashes/freezes on Windows 10 while adding new artboard

New Here ,
Dec 18, 2020 Dec 18, 2020

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Buongiorno,

da ieri 17 dicembre dopo aver aggiornato adobe Illustrator , non riesco a creare un nuovo file e di aprire un file vecchio, il proramma si blocca e continua a girare a vuoto.

 

Ho un pc portatile: ASUSTek

Processore: Intel(R) Core(TM) i7-770HQ

Memoria: 16,0 GB

Scheda grafica: NVIDIA GEForce GTX 1060

 

Sapreste darmi una mano?

Grazie

Massimiliano

 

TOPICS
Bug, Performance

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Adobe Community Professional ,
Dec 18, 2020 Dec 18, 2020

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New Here ,
Dec 18, 2020 Dec 18, 2020

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Thank you Marliton,

I tried resetting the preferences but the program dont run...

this afternoon I tried to uninstall and re-install Illustrator CC 2021 but it doesn't work again.

 

And here's the message from the log:

Descrizione
A problem caused this program to stop interacting with Windows.
Percorso dell'applicazione che ha generato l'errore: C:\Program Files\Adobe\Adobe Illustrator 2021\Support Files\Contents\Windows\Illustrator.exe

Firma del problema
Nome evento problema: AppHangXProcB1
Application Name: Illustrator.exe
Application Version: 25.0.1.66
Application Timestamp: 5fad8b89
Hang Signature: 43dd
Hang Type: 134217760
Waiting on Application Name: CEPHtmlEngine.exe
Waiting on Application Version: 10.0.0.64
Versione SO: 10.0.19041.2.0.0.768.101
ID impostazioni locali: 1040
Additional Hang Signature 1: 43ddf181f3e950c4a8b2ee209371b676
Additional Hang Signature 2: 6efa
Additional Hang Signature 3: 6efa4df34e12d8688ecf650c56f0ccea
Additional Hang Signature 4: 43dd
Additional Hang Signature 5: 43ddf181f3e950c4a8b2ee209371b676
Additional Hang Signature 6: 6efa
Additional Hang Signature 7: 6efa4df34e12d8688ecf650c56f0ccea

Ulteriori informazioni sul problema
ID bucket: 3ff6af7e58b8d66b3550572111b98bd8 (1535823272476249048)

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Adobe Employee ,
Dec 20, 2020 Dec 20, 2020

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Hi there,

 

Sorry to hear about your experience. Please make sure you have Windows 10 updated to the latest version. You may also try resetting the preferences of the Adobe Illustrator manually. Please follow the steps below to do that:

  • Close all Adobe applications. 
  • Go to Location C:\Users\user\AppData\Roaming\Adobe 
  • Rename  Adobe Illustrator and Adobe Illustrator 25 Settings folders to Adobe Illustrator.old and Adobe Illustrator 25 Settings.old 
  • Launch Illustrator from the Creative Cloud. 

 

**Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.

 

If it does not help, please try suggestions given on this community post(https://community.adobe.com/t5/illustrator/resolve-slow-performance-and-unexpected-behaviors-in-illu...). Hope it helps.

 

Regards,

Ashutosh

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