Illustrator crashes when opening files

[#1]

Hello

I have recently updated to adobe CC and everything has worked fine for the last month or so. Today i try to open files on illustrator and it instantly crashes. The program boots just fine, i can start a new file, i can open files i started today, but basically anything that was saved prior to yesterday will instant crash. I can go to the folder and double click the file - illustrator boots up, but as soon as it tries to open the file - instant crash. I can open illustrator and try to open files from within the program - instant crash. Ive tried uninstalling and reinstalling - no luck. Not sure what to do?

Comp Specs:

CPU - INTEL i7 9700k

GPU - Geforce 1060

ram - 32gb

asus z390 mobo

Windows 10 64bit pro

Using adobe cc with all updates

[#2]

Hello

I have recently updated to adobe CC and everything has worked fine for the last month or so. Today i try to open files on illustrator and it instantly crashes. The program boots just fine, i can start a new file, i can open files i started today, but basically anything that was saved prior to yesterday will instant crash. I can go to the folder and double click the file - illustrator boots up, but as soon as it tries to open the file - instant crash. I can open illustrator and try to open files from within the program - instant crash. Ive tried uninstalling and reinstalling - no luck. Not sure what to do?

Comp Specs:

CPU - INTEL i7 9700k

GPU - Geforce 1060

ram - 32gb

asus z390 mobo

Windows 10 64bit pro

Using adobe cc with all updates

[#3]

Can you perhaps tell what has changed?

Did you move to a different network?

Changed the printer?

Installed or uninstalled a font?

Made an update?

Installed or uninstalled a plugin?

[#4]

unfortunately nothing i can think of. Wednesday everything worked fine. Thursday it didnt work. There was no changes to hardware or software during that time.

[#5]

Has there been a Windows update? They happen automatically with Win 10.

[#6]

Illustrator looks like it just updated and keeps crashing whenever I try to open a file. Windows 10...

[#7]

It started working when I installed an earlier version.

[#8]

well ive tried deleting old preference files and re installing. ive tried older version. ive tried rolling back windows 10 updates. Illustrator just doesnt work for me anymore.

[#9]

Please contact Customer Care. THey can login to your system and check this out:

Contact Customer Care

[#10]

Hi Nick,

Sorry to hear about this issue. I am hopeful that the issue was fixed by the support team. If not, please check and let us know how Illustrator works in Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode ) and Hidden admin account (How to enable the hidden Windows 10 administrator account - gHacks Tech News ).

Looking forward to your response.

Regards,

Srishti

[#11]

Hey Srishti

Since the problems started occurring i started using an older version of illustrator, which has been hit or miss, but ive been surviving.  I just reinstalled the most up to date version and tried your suggestions.

If i try to run the up to date Illustrator on my current user account - it basically crashes as soon as it opens. It doesnt matter how i try to open it, it crashes immediately.

I ran safe mode with network privileges so that i could access CC - i was able to open illustrator, i was able to open files from within illustrator, and i was able to right click files and "open with" illustrator. Each option was able to open illustrator and the file without issue - but as soon as i tried to move or manipulate anything it crashed.

I activated administrator account and tried that route. Illustrator worked without issue. I was able to open files any way i wanted, i was able to manipulate and edit files. No crashing.

Since illustrator is working on the administrator account - how do i narrow down the issue and correct it on my current user account?

[#12]

ahhh! got the illustrator update this morning - everything is back to normal and on track!

[#13]

ah i spoke too soon. Worked most of the day. Started acting up again. I can open files from their folder location, as long as its just one file at a time i can get it to work, but if i try to open multiple files it crashes. Pretty disappointing.

[#14]

Hi Nick,

I would request if you can please reach us at Contact Customer Care for a live troubleshooting session. In case you face any issue while initiating chat please refer to this link: How to initiate chat with Adobe Support?

Regards,

Srishti

[#15 · Accepted solution]

Hi all,

We understand how frustrating crashes can be. We have consolidated the most popular solutions that help in fixing these issues and also, how you can recover unsaved documents after a crash. Please check this help article for more details.

If you still need help, feel free to reach out, we'd be happy to help.

Regards,

Srishti