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Illustrator 2020 (24.0.2) crashes when i use drop shadow

Community Beginner ,
May 28, 2020

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Hello, 

It is almost a week now, that when I try to use drop shadow on an object (Appearance > Stylize > Drop Shadow) Illustrator 2020 (24.0.2) crashes. Everything freezes and the the only way to shut the program down is through task manager (End task) 

The operating system is Windows 10 - HOME - 64 bit

Today, even the "end task" can't shut Illustrator down: the operation could not be completed 

troubleshooting_28.05.2020.png

I have also noticed that Illustrator's auto save system doesn't work. A return to the "crash file" is no longer available?  

 

I would appreciate any feedback on how to solve the problem 

 

Thank you, 

Maria Vladimirovich

 

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Bug, Performance

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Illustrator 2020 (24.0.2) crashes when i use drop shadow

Community Beginner ,
May 28, 2020

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Hello, 

It is almost a week now, that when I try to use drop shadow on an object (Appearance > Stylize > Drop Shadow) Illustrator 2020 (24.0.2) crashes. Everything freezes and the the only way to shut the program down is through task manager (End task) 

The operating system is Windows 10 - HOME - 64 bit

Today, even the "end task" can't shut Illustrator down: the operation could not be completed 

troubleshooting_28.05.2020.png

I have also noticed that Illustrator's auto save system doesn't work. A return to the "crash file" is no longer available?  

 

I would appreciate any feedback on how to solve the problem 

 

Thank you, 

Maria Vladimirovich

 

TOPICS
Bug, Performance

Views

476

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May 28, 2020 0
Adobe Community Professional ,
May 28, 2020

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Does that happen as well when you draw a rectagle and apply a shadow?

Can you please give us the hardware specifications?

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May 28, 2020 0
Community Beginner ,
May 28, 2020

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Hello, 

Yes, it also crashes when I try it on a plain rectangle 

Here are the hardware specs: 

about pc.png

 

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May 28, 2020 0
Adobe Community Professional ,
May 29, 2020

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8 GB of RAM doesn't seem too small.

Any other issues with that machine?

 

You might want to contact Customer Care so they can have a look into the system.

 https://helpx.adobe.com/contact.html

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May 29, 2020 0
Community Beginner ,
May 30, 2020

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Hello again and thank you for the reply. 

No, I don't have any other issues with my laptop, nor with Photoshop or Indesign, that I am excessively using for my work, processing large data files. 

I would appreciate any other insight on the matter, because I can't actually find any relevant topic on customer care and this error is preventing me from finishing urgent ongoing business projects.

 

Thank you 

 

 

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May 30, 2020 0
Adobe Community Professional ,
May 30, 2020

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In case this has ever worked before, then it might be caused by corrupted preferences.

You could try and rebuild them.

https://helpx.adobe.com/illustrator/using/setting-preferences.html

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May 30, 2020 0
Community Beginner ,
May 30, 2020

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I restored preferences but unfortunately nothing changed. It is really frustrating. 

 

 

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May 30, 2020 0
Adobe Employee ,
Sep 07, 2020

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Hi there,

 

Sorry about this trouble. I am hopeful that the issue was fixed. If not, we have recently released an update for Illustrator 2020 (v 24.3) which contains some stability fixes. If you are not already on v24.3, then we recommend you to update to latest version.

 

If that doesn't help, try steps shared in this help article and share your observations with us.

 

Regards,

Srishti

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Sep 07, 2020 0