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Illustrator 2020 not luanching on Windows 10

Community Beginner ,
Jun 23, 2020

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I updated to the last version of Illustrator and it was running okay since it was live, however the last two days I faced this problem when I try to open the software, the opening window opens then the program shutdown.. The first time it did that, a converstation window appeared (the window that tells to send a crash report) I thought my laptop was the reason I did launch it again,no clue.

I tried to downgrade it to the previous version, and I faced the same problem.

I have Assus Laptop with I5 processor Fourth generation - INtel graphic CARD + Nividia GEFORCE 820 and i tried to update all the drivers but I still face the face problem.

Ps: I tried to open photoshop and it worked normally.

 

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Illustrator 2020 not luanching on Windows 10

Community Beginner ,
Jun 23, 2020

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I updated to the last version of Illustrator and it was running okay since it was live, however the last two days I faced this problem when I try to open the software, the opening window opens then the program shutdown.. The first time it did that, a converstation window appeared (the window that tells to send a crash report) I thought my laptop was the reason I did launch it again,no clue.

I tried to downgrade it to the previous version, and I faced the same problem.

I have Assus Laptop with I5 processor Fourth generation - INtel graphic CARD + Nividia GEFORCE 820 and i tried to update all the drivers but I still face the face problem.

Ps: I tried to open photoshop and it worked normally.

 

{Renamed by MOD}

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Jun 23, 2020 0
Adobe Community Professional ,
Jun 23, 2020

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Hi. Please try restoring the preferences: Press and hold Alt+Control+Shift as you start Illustrator.

Marlon Ceballos.

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Jun 23, 2020 1
Community Beginner ,
Jun 23, 2020

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Hi, thank you for you reply

After I reinstale the software again, and pressed Alt+Control+Shift while starting Illustrator, each time it shows the dialogue window that shows the option of sending an error report.

I really appreciate your help, thank you.

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Jun 23, 2020 0
Adobe Community Professional ,
Jun 23, 2020

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Go to Control Panel\All Control Panel Items\Administrative Tools>Event Viewer.

Here Event Viewer (local) > Windows Logs>Application

In the central panel click Level to order them, and move to the top to find there  errors with a red circle.

Check one that comes from Illustrator. (Open before Ai in order to emit an error at that time and find it here).

When you do, Double click to get into the details of the problem.

Please copy all the message text and include it in your message. Thanks.

 

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Jun 23, 2020 1
Community Beginner ,
Jun 23, 2020

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Thank you for replying, I did what you told me and this is the error message:

Log Name: Application
Source: Application Error
Date: 23/06/2020 16:33:21
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: DESKTOP-3CS1DTM
Description:
Faulting application name: Illustrator.exe, version: 24.2.0.490, time stamp: 0x5edda4fd
Faulting module name: AIToolBoxUI.aip, version: 24.0.128.0, time stamp: 0x5edda544
Exception code: 0xc0000005
Fault offset: 0x000000000000a7f4
Faulting process ID: 0x2a74
Faulting application start time: 0x01d649735d9e2eec
Faulting application path: C:\Program Files\Adobe\Adobe Illustrator 2020\Support Files\Contents\Windows\Illustrator.exe
Faulting module path: C:\Program Files\Adobe\Adobe Illustrator 2020\Plug-ins\Illustrator UI\AIToolBoxUI.aip
Report ID: ddee578f-27f5-4eb8-bf8c-823ff9cdce60
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2020-06-23T15:33:21.227244900Z" />
<EventRecordID>30393</EventRecordID>
<Channel>Application</Channel>
<Computer>DESKTOP-3CS1DTM</Computer>
<Security />
</System>
<EventData>
<Data>Illustrator.exe</Data>
<Data>24.2.0.490</Data>
<Data>5edda4fd</Data>
<Data>AIToolBoxUI.aip</Data>
<Data>24.0.128.0</Data>
<Data>5edda544</Data>
<Data>c0000005</Data>
<Data>000000000000a7f4</Data>
<Data>2a74</Data>
<Data>01d649735d9e2eec</Data>
<Data>C:\Program Files\Adobe\Adobe Illustrator 2020\Support Files\Contents\Windows\Illustrator.exe</Data>
<Data>C:\Program Files\Adobe\Adobe Illustrator 2020\Plug-ins\Illustrator UI\AIToolBoxUI.aip</Data>
<Data>ddee578f-27f5-4eb8-bf8c-823ff9cdce60</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

I copied and paste the message as it is.

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Jun 23, 2020 0
New Here ,
Aug 10, 2020

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I am having the same exact issue. This started occuring on 8/5/2020 or 8/6/2020. I am using Adobe CC (Illustrator 2020 version 24.2.3) It is not the Adobe network endpoints as I am able to open Illustrator on several other systems while on (or off) of our network. It also occurs off network while I am working remotely from home. I have tried launching Illustrator after booting into Safe Mode and it still crashes.  When I do happen to get the the "run diag" box, it finds NOTHING. I have uninstalled, reinstalled, uninstalled & downgraded and NOTHING but CRASHING. I have also set my default printer to the Microsoft Print to PDF  printer.  I tried resetting the preferences manualling as stated above (ALT + CTRL + SHIFT) and it crashes. Its very frustrating as I can not do my job!

 

I am running:
Windows 10 Enterprise

Version 19090

OS Build 18363.778

 

From my Event Viewer:

General

Faulting application name: Illustrator.exe, version: 24.2.3.521, time stamp: 0x5f22826a
Faulting module name: AIToolBoxUI.aip, version: 24.0.128.0, time stamp: 0x5f2282b5
Exception code: 0xc0000005
Fault offset: 0x000000000000a1c4
Faulting process id: 0x4478
Faulting application start time: 0x01d66f534d35fca7
Faulting application path: C:\Program Files\Adobe\Adobe Illustrator 2020\Support Files\Contents\Windows\Illustrator.exe
Faulting module path: C:\Program Files\Adobe\Adobe Illustrator 2020\Plug-ins\Illustrator UI\AIToolBoxUI.aip
Report Id: 1330c261-728a-4917-8658-6d9bbcac8329
Faulting package full name:
Faulting package-relative application ID:

 

Log Name: Application

Source: Application Error

Event ID: 1000

Level: Error

User: N/A

OpCode: 

Logged: 8/10/2020 3:17:47 PM

Task Category: (100)

Keywords: Classic

Computer: hidden for privacy

 

Details

XML VIEW:

- <System>
  <Provider Name="Application Error" />
  <EventID Qualifiers="0">1000</EventID>
  <Level>2</Level>
  <Task>100</Task>
  <Keywords>0x80000000000000</Keywords>
  <TimeCreated SystemTime="2020-08-10T20:17:47.745280500Z" />
  <EventRecordID>18126</EventRecordID>
  <Channel>Application</Channel>
  <Computer>hidden for privacy</Computer>
  <Security />
  </System>
- <EventData>
  <Data>Illustrator.exe</Data>
  <Data>24.2.3.521</Data>
  <Data>5f22826a</Data>
  <Data>AIToolBoxUI.aip</Data>
  <Data>24.0.128.0</Data>
  <Data>5f2282b5</Data>
  <Data>c0000005</Data>
  <Data>000000000000a1c4</Data>
  <Data>4478</Data>
  <Data>01d66f534d35fca7</Data>
  <Data>C:\Program Files\Adobe\Adobe Illustrator 2020\Support Files\Contents\Windows\Illustrator.exe</Data>
  <Data>C:\Program Files\Adobe\Adobe Illustrator 2020\Plug-ins\Illustrator UI\AIToolBoxUI.aip</Data>
  <Data>1330c261-728a-4917-8658-6d9bbcac8329</Data>
  <Data />
  <Data />
  </EventData>
  </Event>
 
 
PLEASE HELP!!!!!!

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Aug 10, 2020 0
Adobe Employee ,
Aug 10, 2020

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Hi there,

 

Sorry to hear about your experience. I'd request updating Windows 10 & GPU to the latest version.

I'd request to login to Hidden Admin account (https://www.youtube.com/watch?v=EfbMs3w-Z3s&t=53s). Check how the 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

Let us know how it goes.

 

Regards,

Ashutosh

 

This video shows how to enable the hidden administrator account on Windows 10. This works for Windows 8 and 7 seven as well. Here is the command to enable th...

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Aug 10, 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