Illustrator crashing on macOS Catalina (Macbook Pro 16)

[#1]

Hello,

I have a problem with the app Illustrator, although I bought the monthly package, the app still keeps on crashing since I changed my computer into a Mac Pro 16 last generation with Catalina.

Any ideas about why illustrator keeps on crashing?

Many thanks,

Chiara

{Renamed by MOD}

[#2]

Hello,

I have a problem with the app Illustrator, although I bought the monthly package, the app still keeps on crashing since I changed my computer into a Mac Pro 16 last generation with Catalina.

Any ideas about why illustrator keeps on crashing?

Many thanks,

Chiara

{Renamed by MOD}

[#3 · Accepted solution]

Hi there,

So sorry to hear about this issue. Would you mind sharing version of  Illustrator and macOS?
I would also request if you can try following these steps and share your observations:

• Please try resetting the preferences once. Follow instructions on
  https://helpx.adobe.com/illustrator/using/setting-preferences.html#setting_illustrator_preferences
   
  **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.
• Try turning off  GPU Performance under Preferences > Performance. Also, try disabling "Automatic graphics switching" from System Preferences (Click Apple menu > System Preferences and click Energy Saver).
• If that doesn't help, try booting the system into Safe Mode (https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator. 

• If that doesn't help either, login to root account (https://support.apple.com/en-in/HT204012). Check how 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
• You may also try using Creative Cloud cleaner tool (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) to remove the existing installation of the app and install it again. 

• If nothing helps, then we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/support.html) and select the chat button in the lower-right corner of the page. We can help on a live session that way.

Regards,

Ashutosh

[#4 · 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