Illustrator 24.1 and 24.1.1 crash on start

New Here ,
Apr 03, 2020

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I have removed all Adobe products via the CC Cleaner Tool. Rebooting between each wipe.

Tried 24.1 and 24.1.1 both have the same issue, the splash page loads and then the program crashes. 

 

EDIT: Rolling back to latest 23 release has fixed it...


Any help is appreciated, thanks. 

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1 Correct Answer

Adobe Employee , Apr 13, 2020
Ashutosh_Mishra Adobe Employee , Apr 13, 2020
Hi All,   We're extremely sorry to hear about this issue. Would you mind sharing version of OS and Illustrator?I would request if you could try following these steps and share your observations: Open the crash report given by Illustrator. If you see anything like Faulty module path: Module/Library : OffsetPDFSuite.aipCrashed Thread:   36 com.adobe.ccx.start - UXP JavaScript Thread     For windows - Program files /common files /Adobe /UXP /extensions - rename this folder to extensions_old For...

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Adobe Employee ,
Apr 08, 2020

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Hi there,

 

Sorry to hear about your experience. Would you mind sharing version of OS? Also, if you can share the crash report with us using Pastebin or steps provided on help article https://helpx.adobe.com/illustrator/kb/crash-next-steps.html , we'd appreciate that. It'll help us determine exactly what went wrong.

Looking forward to your response.

 

Regards,

Ashutosh

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New Here ,
Apr 20, 2020

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I have the exact same issue.  I'm on Catalina 10.15.4.  I can't open the program.  It just crashes and says Exc_bad_access (sigsegv).  I have a deadline!

 

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New Here ,
Jun 16, 2020

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Windows 10 Pro, Illustrator 24.2 - Crashes all the time. The renaming extensions-folder did'nt have any effect, still crashes.

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New Here ,
Jun 17, 2020

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It works for me now.

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New Here ,
Apr 09, 2020

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Same identical issue.

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Adobe Employee ,
Apr 13, 2020

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Hi All,

 

We're extremely sorry to hear about this issue. Would you mind sharing version of OS and Illustrator?
I would request if you could try following these steps and share your observations:

  • Open the crash report given by Illustrator.
  • If you see anything like 
    Faulty module path: Module/Library : OffsetPDFSuite.aip
    Crashed Thread:   36 com.adobe.ccx.start - UXP JavaScript Thread

UXP crash report.png   

  • For windows - Program files /common files /Adobe /UXP /extensions - rename this folder to extensions_old

    For Mac -  /library > application support > Adobe > UXP > extensions - rename this folder to extensions_old

  • Launch Illustrator and see if it is working as usual.

 

Looking forward to your response.

 

Regards,

Ashutosh

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New Here ,
Jul 28, 2020

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Having this same issue, I have renamed the extension folder but no luck.

 

Computer: iMac (retina 5k, 27-inch, late 2015)

OS: Catalina 10.15.6

Ai: Version 24.2.1

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Velogirl LATEST
New Here ,
Sep 24, 2020

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09/25/20 I am having the same issue. I did a search for the above listed crash report statements and did not find them (I copied and pasted the report into MS Word and did it that way). So, now what? It was working fine until the latest update. Thanks.

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