problems after update

[FieryPantone]

Updated Illustrator yesterday, didn't open it till this morning … the first time, opening it from a graphic in a FM file, it crashed before getting as far as displaying the graphic. The second time, opening Illustrator and then trying to open a graphic, it crashed again. Now it won't even launch. Any ideas? (of course, I can't give the version number because I can't open the program)

[italosan · Accepted solution]

Hi, sorry you are having problems with Adobe Illustrator. Could you give us the characteristics of your computer? In addition, I recommend using Creative Cloud Cleaner Tool to uninstall the program and eliminate any corrupt files.

[FieryPantone]

Thanks. I spent a while online with Adobe Support yesterday … first annoyance, I'm online with Adobe Support and the CC app says feebly "No Internet connection" :-} Managed to download and run the Cleaner, though I'm still a bit suspicious: the fact that it exists suggests to me there are known and recurrent problems. Now stuck at the stage of trying to reinstall the desktop app: could be firewall problems, but then how come I was able to install the recent upgrade without any problems? Corporate firewalls aren't exactly a new factor.

[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