Illustrator 2021 crashing on launch on macOS

Oct 20, 2020

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I'm trying to upgrade to AI 2021, the installation goes right and when I'm trying to open it just crashes.... without error information or any kind of diagnostic.... help!!!!

 

 

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Illustrator 2021 crashing on launch on macOS

Oct 20, 2020

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I'm trying to upgrade to AI 2021, the installation goes right and when I'm trying to open it just crashes.... without error information or any kind of diagnostic.... help!!!!

 

 

{Renamed by MOD}

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Oct 20, 2020 9
Adobe Employee ,
Oct 20, 2020

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Hi there,

 

Sorry to hear about your experience. Would you mind sharing version of OS? Have you tried resetting preferences? If not, please try doing that. You may follow this help article to do this.

**Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article.

We'd also appreciate if you can share the crash logs using Log Collector Tool. Looking forward to your response.

 

Regards,

Ashutosh

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Oct 20, 2020 1
Oct 20, 2020

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I'm having the same problem. I am using a MAC, with Catalina 10.15.7 OS (newly upgraded). I tried resetting preferences, but this is a new installation, so there shouldn't be any preferences to reset, if I could even get that to work. I have also updated other CC apps for this computer, and Photoshop starts without any issues. Of course, Illustrator is the program I use almost exclusively for my company's artwork. I don't really want to have to use both this new computer to get faster processes and the old one in order to produce artwork files. Please advise.

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Oct 20, 2020 2
Oct 20, 2020

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hi, thanks for the reply!
I'm working on a MAC OS Mojave v10.14.6, I'va already reset, install it, uninstall it clean it with the cloudcleanertool  and reinstall it, and still do not work...  the v24.3 runs perfectly

I'm trying to use the log collector tool, but I'm noy sure if i0m doing it right.

 

Thanks!

-M

 

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Oct 20, 2020 1
Oct 20, 2020

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this is the log collector file: AdobeLogs_20201020_130506_317-mac.zip

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Oct 20, 2020 0
Oct 20, 2020

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I am having similar problems. I get through the opening loading graphic and to the start screen and then nothing finishes loading (The new features, templates, etc.), and then the application crashes. 

Screen Shot 2020-10-20 at 12.24.25 PM.png

I am running:

Screen Shot 2020-10-20 at 12.45.17 PM.png

 I ran the log collecter and here is the file name: AdobeLogs_20201020_123921_171-mac.zip

I tried resetting the preferences and no change.

v24.3 launches without any problems.

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Oct 20, 2020 1
Adobe Employee ,
Oct 20, 2020

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Thanks for sharing the logs @VALUE S&M5EBD & @Ray M. We'd appreciate if you can share this zip file here as well with us. You may also use DM to share this.

 

@mg_kent Please share the log files using the Log Collector tools as suggested earlier. Thanks!

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Oct 20, 2020 0
Oct 20, 2020

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I can't find any button that let me share the .zxp file not here or in the DMs, can you please guide me a little bit more?, thanks!

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Oct 20, 2020 0
Adobe Employee ,
Oct 20, 2020

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Sure, you can upload the file on Creative Cloud(or any cloud service you prefer) & share the link with us. Thanks!

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Oct 20, 2020 0
Oct 20, 2020

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Oct 20, 2020 0
Oct 20, 2020

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Oct 20, 2020 0
Adobe Employee ,
Oct 20, 2020

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Thank you for sharing the logs. Let us review the information. We'll get back to you. Thanks!

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Oct 20, 2020 0
Oct 20, 2020

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I am not sure how to share that as it uploaded Adobe LogCollector Portal according to the email I received. @Ashutosh_Mishra 

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Oct 20, 2020 0
Adobe Employee ,
Oct 20, 2020

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Hi there,

 

Thanks for submitting the logs. Please share the file number (for example File: AdobeLogs_xxxxxx_xxxxxx_xxx-mac.zip) in email and we will be able to find that on the portal.

 

Regards,

Srishti

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Oct 20, 2020 0
Oct 21, 2020

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Having the same difficulty. Newly installed Illustrator 2021 crashes immediatly. All fonts are vaidated. Running Mac OS Catalina 10.15.7. I´m trying do enclose my log collector file, but .zxp file type is not supported here..?..

 

Cheers,

 

//Jan

 

 

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Oct 21, 2020 1
Oct 21, 2020

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my log collector reference: AdobeLogs_20201021_170529_974-mac.zip

 

Cheers,

 

//Jan

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Oct 21, 2020 0
Oct 25, 2020

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No response from Adobe Support :-(, but running a full cleanup on my Macbook Pro with "CleanMyMac X" followed by a restart, solved my problem! AI 2021 is now runing as it should :-).

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Oct 25, 2020 0
Adobe Employee ,
Oct 20, 2020

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Hi all,

 

Sorry to hear about this trouble. A similar issue has been reported due to the corrupt fonts. Please close all Adobe applications, try validating fonts by following these steps and share your observations with us:

 

  1. Choose Applications > Font Book.
  2. In the Collection column, choose All Fonts.
  3. To select all the fonts, select the top-most font in the Font column and press Cmd+A.
  4. Choose File > Validate Font.
  5. Delete the damaged or duplicate font.

If Font Book crashes, restart Font Book, and scroll through the fonts one by one. Determine the font that caused the crash. Use the Down arrow key to select the first font, then hold the key down to scroll through all your fonts.

validate fonts.png

 

 

 

Regards,

Srishti

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Oct 20, 2020 0
Oct 20, 2020

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Hi Srishti,

Thanks for the reply, I'va already done those steps,  uninstall and installed it again but the program and is still crashing, what else can I try?

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Oct 20, 2020 0
Adobe Employee ,
Oct 21, 2020

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Hi there, 

 

Sorry about this. I would need to check the crash report to assist you further. Please share crash logs by following these steps: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html

While submitting the crash report please 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.

 

Regards,

Srishti

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Oct 21, 2020 0
Oct 20, 2020

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I had a number of fonts that had errors and removed them. Illustrator does now launch!

 

I still have a number of duplicates but they seem to be a mix of system fonts and Microsoft fonts. 

 

Here is the link to my error log from earlier: https://shared-assets.adobe.com/link/cf5ce274-78d0-42ca-7d61-8d1b78795436

 

Thanks! @Srishti Bali 

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Oct 20, 2020 1
Oct 21, 2020

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Hi, mine just stays like this, and then shuts.....

Captura de Pantalla 2020-10-21 a la(s) 8.53.26 a. m..png

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Oct 21, 2020 1
Oct 21, 2020

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Oct 21, 2020 0
Adobe Employee ,
Oct 21, 2020

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Thanks for sharing this. Please allow us sometime to check this and get back to you. 

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Oct 21, 2020 0
Oct 21, 2020

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por favor yo tambien actualice abre y se cierra ya hice de todo cuando lo corregiran gracias

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Oct 21, 2020 0
Adobe Employee ,
Oct 21, 2020

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Hi there,

 

If I get it correctly, you are facing the similar issue and you have already tried the steps I shared above but the problem still persists. If yes, then I would request if you could share a few more details like:

 

 

We’re here to help, just need more info. 

 

Regards,

Srishti

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Oct 21, 2020 0
Oct 22, 2020

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I have the same problem, AI is not launching gettting stuck in the launch window, does not give a crash report. I have tried the font validation and re install the app. Please help.

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Oct 22, 2020 1
Oct 22, 2020

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Hi Srishi, i ma hving the same issues. 

i have validated all fonts, but for some reason i can send a report 

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Oct 22, 2020 0
Oct 22, 2020

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If you can plesae asssit, i have urgent orders to get out and i am at a stand still.

Thank you  

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Oct 22, 2020 0
Oct 22, 2020

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I had to uninstall 2021 version and install 2020, it worked for me.

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Oct 22, 2020 0
Oct 22, 2020

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Thank you i will try this now. Fingers crossed 

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Oct 22, 2020 0
Oct 22, 2020

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Yes this worked and got me out of truble for now. Thank you again 

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Oct 22, 2020 1
Oct 25, 2020

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Having the exact same issue here and its frustrating. Adobe Illustrator 2021 crashes immediatly. All fonts are vaidated. Running Mac OS Mojave 10.14.6. Have restarted, re-installed, cross check wacom driver, contacted adobe remote assistance. All still fail. It works fine to launch the 2020 version, but not Illsutrator 2021. Please resolve this issue team adobe 😞

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Oct 25, 2020 2
Oct 26, 2020

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Hi Srishti,

I've restore all the fonts in my computer and reinstall Illustrator 2021, it didn't worked.....I tried the "crash logs" thing..... but illustrator crashes and just shuts, it didn't showed me the panel.... I've also reset the preferences, but it didn't worked either......

Pleaseeee helpppp

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Oct 26, 2020 0
Nov 07, 2020

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Same here, mine does exactly the same. it just keeps on the opening screen and then the activity monitor says it's not responding. I've tried to uninstall & reinstall, restart & relaunch, but it's just the same.

 

Adobe Illustrator 2021 on Mojave 10.14.6

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Nov 07, 2020 0
Nov 13, 2020

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I'm having the exact same problem, and I checked to make sure there are no issues with my fonts already. How can I reinstall Illustrator 2020 in the meantime? I deleted in when i downloaded 2021, but really need to use illustrator for work and need to be able to access it asap. Is there some way I can re download 2020? I can't find it

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Nov 13, 2020 0
Nov 13, 2020

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To download older version, please follow the steps shared on this help article: https://helpx.adobe.com/in/download-install/using/install-previous-version.html

 

 

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Nov 13, 2020 0
Nov 05, 2020

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Hello I jhave the same problem.

After installing Illustrator 2021, it crashes by launch.

I already did the Font check and removed corrupt fonts.

 

Here you can find my log

https://we.tl/t-kW2NKLm9xt

 

Please help me. I cant work like this. 

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Nov 05, 2020 2
Oct 22, 2020

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ya lo resolvi !!! restaure todas las fonts de mi mac en otras palabras elimine todas las fonts instaldas en mi mac y funciono 

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Oct 22, 2020 0
Oct 22, 2020

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Hola! Como haces eso? Como restauras los Fonts?

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Oct 22, 2020 0
Oct 22, 2020

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El font manager es App de apple en archivo RESTAurar fonts 

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Oct 22, 2020 0
Oct 22, 2020

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Se llama font book busca cómo restaurar te recomiendo hacer un respaldo de font instaladas ya que las eliminará pero funcionará yo ya llevo un día usando sin problemas 

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Oct 22, 2020 0
Oct 22, 2020

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Can confirm, Illustrator 2020 working fine, Illustrator 2021 freezes while opening at stage "Initializing". Issue occcurs with and without eGPU enabled.
Mac Mini Late 2018
32GB RAM
Rzer Core X eGPU w. Radeon RX Vega 56 
Mac OS Mojave 10.14.6

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Oct 22, 2020 0
Oct 25, 2020

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Identical problem. Very frustrating for a professional, especially as Adobe have started uninstalling my CC fonts as a strong-arm tactic to get you to upgrade. Tempted to scrap my Creative Cloud subscription and go back to CS3.

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Oct 25, 2020 1
Oct 25, 2020

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They had to pull *some* fonts from the Adobe Fonts because of licensing. They cannot get the fonts back, because the license holder decided otherwise. That has nothing to do with urging you to do something.

 

In order to solve your trouble:

- did you already reset the preferences? For most people migrating preferences from an old version doesn't work when upgrading. https://helpx.adobe.com/illustrator/using/setting-preferences.html

- if that does not help: please try and create a new user account on the machine and check if Illustrator launches from that one

- do you have any third party plugins installed? they might not be compatible, so uninstall them

- do you have font management? it might not be comaptible either

- same goes for graphic tablet drivers

 

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Oct 25, 2020 0
Oct 25, 2020

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Hi Monika,

 

I'm aware of the licensing reasons for removing fonts from Adobe Fonts. That's not what I'm talking about. Adobe automatically disable your fonts outside of their products due to "lack of use" and force you to either update to prevent the issue, or go through each font individually and redownload it. With a large number of fonts synced CC's app breaks and means you have to restart your machine to jolt it back to being able to reinstall them. 

 

In response to your other point, my answer is as follows: yes; yes; yes; yes; yes.

 

I've been using Adobe products for my sins since OS 9, and this is what I do every time CC updates and one of my vital apps breaks spontaneously. This has happened every version bar 2019 with one of Photoshop, Illustrator, InDesign or Lightroom. More fool me!

 

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Oct 25, 2020 0
Oct 26, 2020

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"Adobe automatically disable your fonts outside of their products due to "lack of use" and force you to either update to prevent the issue, or go through each font individually and redownload it. "

 

You might be confusing Adobe with some other company. Adobe has no influence on fonts outside of their products.

 

Or are you perhaps referring to PostScript Type 1 fonts? Your system might not be supporting them anymore. https://discussions.apple.com/thread/250939809

 

Since you are using Illustrator forso long, you might already know that Illustrator is very picky about fonts. Always has been and probably always will be. If you want to force InDsign to use specific fonts, put them in the Fonts folder beside your project.

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Oct 26, 2020 0
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