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topstep
Participant
May 30, 2017
Answered

CC 17 Illustrator crashes on launch- HELP!

  • May 30, 2017
  • 2 replies
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    Correct answer topstep

    Adobe phone support was able to answer the issue. It is a known incompatibility with the graphics card on my Macbook Pro. The solution was to simply turn off "Enable Power Nap" in the Energy Saver panel in System Preferences (in both Battery and Power Adapter windows). Two chat representatives were unaware of this solution. Not until I got to talk to phone support was this solution offered -- and it worked!

    2 replies

    Srishti Bali
    Community Manager
    Srishti BaliCommunity Manager
    Community Manager
    May 30, 2017

    Hi topstep,

    Please try following steps:

    1) Validate problematic fonts

    1. Log in as an administrator user if you want to use the "Remove Checked" button described below. Non-admin users can also validate fonts, but only remove ones in their home folder.
    2. Open Font Book.
    3. Click "All Fonts" in the Collection column.
    4. Choose Validate Fonts from the File menu.
    5. If Font Book identifies an issue with fonts, you can click the alert icon at the bottom of the window, then click the "Remove Checked" button to remove problematic font(s). You should then re-install the affected fonts from the original source. If the font still does not pass validation, contact the creator of the font or the company that you obtained the font from for assistance.

    2) Reset Preferences

    1. Quit Illustrator
    2. Delete Adobe Illustrator 21 settings from  ~library/Application Support> Adobe
    3. Delete com.adobe.illustrator from ~library/cache
    4. Delete Adobe Illustrator 21 settings from ~library/Preferences and Adobe Illustrator from ~library/Preferences/Adobe.

    3) If Still does not work

    Uninstall through cleaner tool and reinstall

    Use the Creative Cloud Cleaner Tool to solve installation problems

    Regards

    Srishti

    T
    topstepAuthorCorrect answer
    Participant
    May 30, 2017

    Adobe phone support was able to answer the issue. It is a known incompatibility with the graphics card on my Macbook Pro. The solution was to simply turn off "Enable Power Nap" in the Energy Saver panel in System Preferences (in both Battery and Power Adapter windows). Two chat representatives were unaware of this solution. Not until I got to talk to phone support was this solution offered -- and it worked!

    Srishti Bali
    Community Manager
    Srishti BaliCommunity Manager
    Community Manager
    May 31, 2017

    Thanks for the confirmation. This will surely help other users with similar issues.

    Regards,

    Srishti

      Mike_Gondek10189183
      Community Expert
      Mike_Gondek10189183Community Expert
      Community Expert
      May 30, 2017

      Is the Adobe Creative Cloud Cloud app launched and working without error? Even if working fine, I recommend you can reset your OOBE as detailed here.

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

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