Illustrator keeps crashing when opening existing file.

[matthewt93797735]

I have been having an issue with Illustrator CC (24.1) quitting unexpectedly every time I open a file. I am running MacOS Mojave 10.14.6.  Creating new files does not crash. I have looked at a lot of other posts on this and many solutions have not worked. I have reset the preferences, turned off GPU Performance, made sure my default printer was connected, restarted the computer, etc. I had my coworker open the files on his computer and they open fine so it's not the files. Illustrator seems to work fine in Safe Boot. It seems to be only with AI files. PDF, eps and raster files open fine. Below is my crash report. What do you guys think is going on?

EDIT - Crash report in pastebin 

https://pastebin.com/UtTEh13e

[Monika Gause]

Please don't post Crash reports in forum posts. Link them on pastebin.

Do you have any plugins?

System extensions? Anything that doesn't load in Safe mode?

Are all fonts OK?

Does that happen with just some files or all? What is in the files? Where are the files located?

[matthewt93797735]

Sorry about the code. I will remember for next time.

No extensions or plugins in the program.

We use Universal Type Server and all the fonts are okay. I even tried disconnecting UTS and trying again, but no fix.

It happens with all the files. I have tried opening them from the server and opening them from the desktop.

They are layered art files/book designs.

[Monika Gause]

Since it doesn't happen in Safe Mode, it looks like there is something about your user folder that interferes.

Are there files linked in the AI files? Probably files located on servers?

[matthewt93797735]

The linked files have never caused issue before. Usually I just open and relink. Most of the files I have tested do not have anything linked anyways.  I have tried both local and server based files.

[Monika Gause]

In your case someone might need to take a look inside your system. Please contact Customer Care. They can do that: https://helpx.adobe.com/contact.html

[matthewt93797735]

I did some more tests and its only AI files. (Also edited and added this note to my original post) EPS, PDF and jpg/png open fine.

[Srishti Bali]

Hi there,

Sorry about this trouble. I am hopeful that the issue was fixed. If not, we have recently released an update for Illustrator 2020 (v 24.3) which contains some stability fixes. If you are not already on v24.3, then we recommend you to update to latest version.

If that doesn't help, try steps shared in this help article and share your observations with us.

Regards,

Srishti