Illustrator 2020 crashes every time system goes to sleep mode on macOS

New Here ,
Jan 11, 2020

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Each time my new MBP goes to sleep, Illustrator 2020 24.0.1 crashes...every single time. Tried renaming the settings folder as noted in another thread, but this combination 2019 MBP 16 inch and AI 24.0.1 is unusable. I've never had an issue with my 2015 MBP, and Illustrator, seems to be an issue only with the new MBPs with the following graphics:

 

AMD Radeon Pro 5500M 8 GB

Intel UHD Graphics 630 1536 MB

 

Anyone else having this issue? I've also had it kill upon opening EPS files, but only every couple of times. 

 

 

{Renamed by MOD}

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Bug, Performance

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1 Correct Answer

Adobe Employee , May 28, 2020
Srishti Bali Adobe Employee , May 28, 2020
Hi everyone,   Apologies for the inconvenience caused to you due to this issue. We tried but unfortunately we are not able to reproduce this issue. I would request that if you could upvote this issue here (https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/39578656-random-crashing-24-0-3) and share the required information in comments. This way you'll keep getting all the updates related to this issue.     Regards, Srishti

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Adobe Employee ,
Jan 11, 2020

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Hi Jake,

 

Thanks for reaching out. Please try turning off the GPU Performance and see if it helps.

Let us know how it goes.

About EPS files, is it happening with a specific file or with all EPS files?

 

Regards,

Ashutosh

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New Here ,
Jan 12, 2020

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Thanks, Ashutosh. That is an improvement based on the short sampling overnight and today. I'll keep an eye on the EPS issue as well. That happens occasionally on the double-click of an EPS icon, I'll instantly look at the AI icon on the dock and the dot will be gone signifying the program is still open. That happens instantaneously.

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Community Beginner ,
Jan 13, 2020

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The same issue with system crashes upon sleep. Same 2019 MBP 16 inch, 64 GB memory, 2.4 GHz i9, AMD Radeon 5500M, and Intel UHD Graphics 630. Will try disabling GPU Performance. 

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Adobe Employee ,
Jan 15, 2020

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Hi Jake and Ed,

 

We're so sorry to hear about this issue. I would request if you can share the crash report by following the steps shared in this help article: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html

While submitting the crash report use the same email address, with which you are signed in on this community. This will help us find the crash report and help accordingly.

 

Also, if you are using any plugin or extensions, please try removing them and share your observations.

 

Regards,

Srishti

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Adobe Employee ,
Jan 23, 2020

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We are currently investigating this issue. I have sent you a DM for some more details, please check.

 

Regards!

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Community Beginner ,
Jan 28, 2020

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I have been having same issue. I have sent over a dozen crash reports. Sometimes it crashes once a day, and somtimes multiple times a day. Isnt having the GPU performance tuned on an important featuer of Illustrator? 

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Community Beginner ,
Feb 17, 2020

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I just spent some time with Adobe support to see if they have a resolution for this issue yet.  Here are the steps they walked me through:

 

  1. Open System Preferences --> Engergy Saver
  2. Uncheck "Automatic Graphics Switching"
  3. Re-check "Automatic Graphics Switching"

 

Tried sleeping my computer and Illustrator was still there after waking it back up again.  Sample size of 1 attempt, but so far so good.

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Community Beginner ,
Feb 18, 2020

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Hey Darrenl, thanks for the feedback. I've folloewed yours and Adobe's recommendation and so far so good. It's only been about 24 hours, but AI has been running the entire time and no crashes yet. I'll post any updates if things change.

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Community Beginner ,
Feb 19, 2020

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That's great news, Ed.  It's been (mostly) holding up for me as well (two days of heavy use later).  There has been one exception, which was a crash that ocurred one time when connecting to an external monitor.  Most of the time, however, sleeping and connecting to an external monitor no longer causes a 100% Illustrator crash rate.

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Community Beginner ,
Feb 19, 2020

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Hey Darrenl, yeah, I've had the same issue when connecting and disconnecting my external display as well, though that hasn't happened in the past 36 hours or more. I did, however, experience another usual crash which occurs when quitting AI. I let it run (with heavy use) since implementing the proposed fix with no issues. But, sure enough, when testing AI through a quit command the app crashed again. Not a huge issue since I'm quitting anyway, but a crash non the less. Otherwise, much more stable than prior to the last update.

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New Here ,
Apr 21, 2020

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Same problem here, Crash while on sleep - MBP 16'' 10.15.4

 

Crash Report

 

{Edited by MOD}

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New Here ,
Jul 01, 2020

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MacBook Pro 16"
Turn off (Automatic graphics switching) System Preferences > Energy Saver

Solved the problem

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New Here ,
May 17, 2020

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I suffer from the same problem
I applied the steps darrenl75524422 the problem disappeared for a while but it appeared again
The MacBook Pro 16 inch 2020
8 GB graphics card

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New Here ,
Jul 01, 2020

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MacBook Pro 16"
Turn off (Automatic graphics switching) System Preferences > Energy Saver

Solved the problem

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New Here ,
Jul 01, 2020

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,,,

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New Here ,
Feb 19, 2020

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Hello, I am continually plagued with Illustrator crashing. I haven't been able to nail down a specific circumstance as it seems to be relatively random. However it does seem to happen more when either my MacBook goes to sleep, or is wakened from sleep.

Any help would be greatly appreciated.

 

{Renamed by MOD}

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Adobe Employee ,
Feb 19, 2020

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Hi there,

 

Sorry to hear about your experience. Please try turning off GPU Performance under Preferences > Performance and see if it helps.

Also, try disabling "Automatic graphics switching" from System Preferences (Click Apple menu > System Preferences and click Energy Saver).
Let us know how it goes.

 

Regards,

Ashutosh

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New Here ,
Feb 19, 2020

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Thank you for your response.

I already had "Automatic Graphics Switching" disabled. However I have turned off GPU Performance.

I will report my results.

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New Here ,
Feb 19, 2020

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Crashed again. See report below...

https://pastebin.com/VfnMrcV1

 

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Adobe Employee ,
Feb 23, 2020

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Hi there,

 

Thanks for sharing the details. Crash report you shared is for Photoshop. Are your facing problems with Illustrator or Photoshop or both?

 

Also, looks like you are using Extensis plugin. Please try removing it and check if that helps.

 

Regards,

Srishti

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New Here ,
Feb 24, 2020

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Yes, that crash report was for Photoshop.

I've been experiencing issues with it as well, however I feel it might have something to do with my external scratch disk going offline during sleep.

However Illustrator is still a mystery.

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New Here ,
Feb 25, 2020

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Here is the crash report from Illustrator.

 

https://pastebin.com/XZERBjJu

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New Here ,
Feb 25, 2020

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Rene Mayorgas

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Adobe Employee ,
Mar 01, 2020

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Thanks for sharing the details, Jon. Please try following these steps and share your observations:

  1. In case you are using any thrid party Plugin, please try removing that temporarily.
  1. If that doesn't help, try booting the system into Safe Mode (https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator.  
  1. If that doesn't help either, login to root account (https://support.apple.com/en-in/HT204012). Check how application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html  

 

Regards!

 

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