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Illustrator crashing on Windows machine

New Here ,
Feb 28, 2020

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I have a user that illustrator crashes consistently. She has used her email address in the picture I have attached but has not received anything back from adobe. Does anyone know if they will actually reach out with possible solutions once these crash reports are uploaded?

 

ThanksIllustrator screenshot.PNG

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Illustrator crashing on Windows machine

New Here ,
Feb 28, 2020

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I have a user that illustrator crashes consistently. She has used her email address in the picture I have attached but has not received anything back from adobe. Does anyone know if they will actually reach out with possible solutions once these crash reports are uploaded?

 

ThanksIllustrator screenshot.PNG

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149

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Feb 28, 2020 0
Adobe Employee ,
Mar 01, 2020

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Hi Rob,

 

So sorry to hear about the trouble you are facing with Illustrator.  There could be multiple reasons why a appliation would crash. Let me help you with this. Along with the crash report, I would need a few more details about the issue:

  • OS and version of Illustrator
  • Crash report from Event Viewer (Press Windows+R to open the Run dialog, enter eventvwr (or eventvwr.msc) and hit OK. )
    Event Viewer Illustrator.png
  • Is it crashing on launch/ while using a specfic tool or feature/ on random actions
  • Is the issue related to a specific document? If yes, could you please share the document with us? You can upload it to the Creative Cloud and share the download link. 
  • Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)? 
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently. 

 

Regards,

Srishti

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Mar 01, 2020 0
New Here ,
Jun 12, 2020

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Vậy ta có thể sửa nó như thế nào?

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Jun 12, 2020 0
Adobe Employee ,
Jun 12, 2020

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Jun 12, 2020 0