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Illustrator 24.2 crashes at opening

Community Beginner ,
Jun 20, 2020

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Hi!

Since I updated to the new version this morning, Illustrator keeps crashing on launch. The interface is loading, and when it opens - with the "new features" panel - I have either a pop up for a crash report, or a message that says : "Please wait while Illustrator is processing your request..." forever...

Thanks for the information. I upgraded NVIDIA's Studio Driver today and finally manage to launch the Illustrator 24.2 without issue.

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Illustrator 24.2 crashes at opening

Community Beginner ,
Jun 20, 2020

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Hi!

Since I updated to the new version this morning, Illustrator keeps crashing on launch. The interface is loading, and when it opens - with the "new features" panel - I have either a pop up for a crash report, or a message that says : "Please wait while Illustrator is processing your request..." forever...

Thanks for the information. I upgraded NVIDIA's Studio Driver today and finally manage to launch the Illustrator 24.2 without issue.

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Jun 20, 2020 2
Adobe Community Professional ,
Jun 20, 2020

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Which system is it?

Did you turn off your antivirus when installing?

Did you reset the preferences when installing?

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Jun 20, 2020 0
Community Beginner ,
Jun 20, 2020

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I have Windows 10 - Home edition.

I don't have an antivirus, except for "Windows defender".

I did not reset the preferences when installing, I don't know how. Should I try it ?

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Jun 20, 2020 0
Adobe Community Professional ,
Jun 20, 2020

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Resetting the preferences is worth a try. You could rename the folder. That way you can reverse it if necessary, since it erases your preferences.

https://helpx.adobe.com/illustrator/using/setting-preferences.html (this link describes the procedure)

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Jun 20, 2020 0
Community Beginner ,
Jun 20, 2020

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I tried, it did not work. I tried to delete the file too, and the new version didn't even create another preferences file before crashing again.

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Jun 20, 2020 0
Adobe Community Professional ,
Jun 21, 2020

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Try using the Creative Cloud Cleaner Tool. It will help you to eliminate any remaining and damaged files.

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Jun 21, 2020 0
New Here ,
Jun 22, 2020

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I'm facing same problem here. Creative Cloud Cleaner Tool does not help at all! I resolved by going back to version 24.1.3 at the moment.

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Jun 22, 2020 0
New Here ,
Jun 22, 2020

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I am also facing the same problem!

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Jun 22, 2020 0
New Here ,
Jun 22, 2020

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I have the same issue.  I used the Adobe CC Cleaner tool to clean everything up after uninstalling all the Adobe apps and then the Creative Cloud app.  The latest version has been really unstable and even copy and paste operation can cause it to hang.

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Jun 22, 2020 0
New Here ,
Jun 22, 2020

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I am running a Windows 10 laptop and I am having the same issue. I ran task manager and there 7 processes running with the com.adobe.AdobeSplashKit.GraphicWindowsClass process not responding. I am only running the Windows Defender as the Antivirus and have already uninstalled, restarted my laptop and installed again with the same issue. Reverting back to the previous version worked. 

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Jun 22, 2020 0
New Here ,
Jun 22, 2020

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Found the issue. I'm running an NVDIA graphics card hat needed an update. If you are running an NVDIA card, try updating the driver and see if it works. 

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Jun 22, 2020 1
New Here ,
Jun 24, 2020

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Thanks for the information. I upgraded NVIDIA's Studio Driver today and finally manage to launch the Illustrator 24.2 without issue.

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Jun 24, 2020 1
italosan LATEST
Adobe Community Professional ,
Jun 25, 2020

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Thank you ronaldn32801838 for sharing your solution with the whole community 🙂

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Jun 25, 2020 0