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elainek16170693
Participant
April 24, 2019
Question

Illustrator crashing when using the eyedropper tool

  • April 24, 2019
  • 2 replies
  • 1530 views

Is anyone else experiencing an application crash when you use the eyedropper tool? It's been happening for weeks with no resolution.

The only thing that seems to work is to only use the eyedropper after I've saved the file, which takes about 15 seconds. This adds up to a lot of wasted time if I need to use the tool a lot. I've resorted to eyeballing and manually adjusting the colour.

I'm running a Mac, Mojave 10.14.3, and Illustrator CC.

This topic has been closed for replies.

2 replies

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elainek16170693Author
Participant
June 13, 2019

Forgot to follow up on this, our IT department put out an update for SentinelOne that fixed the issue.

Srishti Bali
Community Manager
Srishti BaliCommunity Manager
Community Manager
June 13, 2019

Thanks for confirming, Elaine. If you have any further information or query, please feel free to update the discussion.

Srishti Bali
Community Manager
Srishti BaliCommunity Manager
Community Manager
April 26, 2019

Hi Elaine,

Thanks for reaching out. I understand that Illustrator is crashing while using the eyedropper tool. This has been seen earlier on systems where SentinelOne anti-virus was installed.

I would request if you can share a few more details like:

  • Exact version of Illustrator
  • If SentinelOne anti-virus is installed on your system, please try uninstalling it and let us know if that helps.
  • If that doesn't help, please check how the application works in the Root Account( https://support.apple.com/en-in/HT204012​).

Regards,

Srishti

    E
    elainek16170693Author
    Participant
    April 26, 2019

    Hi Srishti,

    Thank you so much for your response. I do have SentinalOne installed, but I can't uninstall it because it doesn't show up on my Applications folder (I think it was put there by my IT department.)

    I'm running Illustrator 23.0.3.

    I don't really have full access to my computer, so I'm not sure that I could access the Root account either.

    Is there anything I can do with my limited access?

    Thanks,

    Elaine

    quiden14
    quiden14
    Participating Frequently
    May 1, 2019

    I can confirm that SentinelOne IS causing this problem. I just had a remote session with IT from the company I work for. I showed him how after effects crashes as soon as I click on the eyedropper in any of the color panels. I also showed him how Illustrator crashes when I sample color with the eyedropper tool.

    He then remotely uninstalled SentinelOne and I repeated the eyedropper use and neither application crashed.

    Then he reinstalled SentinelOne and after restarting both apps, Illustrator and After Effects both crashed as before.

    He is capturing the logs and filing a ticket with SentinelOne. Hopefully, they'll be able to fix it soon, or at least make an exception so it doesn't scan Adobe products or something.

    I'd encourage anyone having these issues to contact their IT department and run a similar test so that your IT can file a ticket too. Hopefully, that'll get this problem fixed.

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