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Adobe Illustrator CC 2020 almost always crashes when opening

Participant ,
Mar 25, 2020 Mar 25, 2020

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Hi there,
the newly installed version of Adobe Illustrator CC 2020 almost always crashes when opening. I cannot use the program, but I am professionally dependent on it.

The latest versions of Photoshop, InDesign and Muse are running.

I ask for help immediately.

Thank you very much, Patrick

 

P.S.: Also the Illustrator CC 2019 doesn't start/work.

MacOs Catalina  – Verion 10.15.3.  (19D76)
MacBook Pro (15 Zoll, 2016)

2,7 GHz Quad-Core Intel Core i7

16 GB 2133 MHz LPDDR3

Radeon Pro 460 4 GB

Intel HD Graphics 530 1536 MB



............................

Hallo,
die neu installierte Version von Adobe Illustrator CC 2020 stürzt so gut wie immer ab beim Vorgang des Öffnens. Ich kann das Programm nicht benutzen, bin aber beruflich dringend daraug angewiesen.
Die neuesten Versionen von Photoshop, InDesign und Muse laufen.
Illustrator CC 2019 stürzt auch ab.

MacOs Catalina  – Verion 10.15.3.  (19D76)
MacBook Pro (15 Zoll, 2016)

2,7 GHz Quad-Core Intel Core i7

16 GB 2133 MHz LPDDR3

Radeon Pro 460 4 GB

Intel HD Graphics 530 1536 MB


Ich bitte umgehend um Hilfe.

Vielen Dank, Patrick

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correct answers 1 Correct answer

Participant , Apr 08, 2020 Apr 08, 2020

Hello,

unfortunately nobody could help me here, but now after two weeks (!) I got a solution from Adobe Support:

"I have just received feedback from my colleagues in the specialist department. The error was corrected with a new update for Wacom devices. Update the Wacom driver.


If you have further problems, please send me the following information:
- Wacom driver version before the update
- Wacom driver version after the update
- Crahfiles after updating the drivers

To read the Windows error logs, plea

...

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Community Expert ,
Mar 25, 2020 Mar 25, 2020

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I've moved this from the poorly named Community Help forum (which is the forum for issues using the forums) to the Illustrator forum so that proper help can be offered.

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Participant ,
Apr 03, 2020 Apr 03, 2020

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Thanks Peru Bob.

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Community Expert ,
Mar 25, 2020 Mar 25, 2020

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Does it work when you create a new user account on the computer and boot into that account?

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Participant ,
Apr 03, 2020 Apr 03, 2020

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Hi Monika,

Your suggestion is unfortunately not working.
I am among others in contact with the Adobe department, but after two weeks they still couldn't help me ...
All other Adobe apps work. Strange and kind of poor ...

I hope to solve the problem

 

Stay healthy!

Patrick

 

::::::::::::::::::::::::::

Hallo Monika,

Dein Vorshclag funktioniert leider nicht.
Ich bin u.a. mit der Adobe Fachabteilung in Kontakt, die konnten mir aber nach nunmehr zwei Wochen auch noch nicht weiterhelfen...
Alles anderen Adobe Apps lfunktionieren. Seltsam und irgendwie recht arm...

Ich hoffe auf Lösung des Problems

Bleib gesund!

Patrick

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Community Expert ,
Apr 03, 2020 Apr 03, 2020

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Funktioniert Version 2020?

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Participant ,
Apr 04, 2020 Apr 04, 2020

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Unfortunatley Illustrator Version 2020 and 2019 both are not working...

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Participant ,
Apr 08, 2020 Apr 08, 2020

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Hello,

unfortunately nobody could help me here, but now after two weeks (!) I got a solution from Adobe Support:

"I have just received feedback from my colleagues in the specialist department. The error was corrected with a new update for Wacom devices. Update the Wacom driver.


If you have further problems, please send me the following information:
- Wacom driver version before the update
- Wacom driver version after the update
- Crahfiles after updating the drivers

To read the Windows error logs, please proceed as follows:

1. Please press the key combination "Windows key + R", enter "eventvwr" in the following input field and confirm with "OK".
2. Double click on "Windows Logs"
3. Right-click on "Applications" in the left column and select "Save Protocol". Select "Applications.evtx" as the file name.
4. Do the same with the "System" directory and select "System.evtx" as the file name.

To share a file in the Creative Cloud, do the following:
 
1. Open https://assets.adobe.com/ in your browser.
2. Log in with your Adobe ID and password.
3. Select a file or folder to share. If a folder does not yet exist, create it by clicking the folder icon (create new folder) in the top right.
4. Please open the created folder and insert the data.
5. To share the folder, click the icon next to the folder name in the top left and select "Get Link".
6. Copy the link and please send it to me. Please make sure that the "Allow download" option is selected.


- Check with removed Wacom drivers. Provide a crash log if the same problem occurs.

Please test the suggested solutions listed above. I leave the process open for your feedback. To send me further information, please reply directly to this email.

If I do not receive an answer from you, the system automatically closes the case.

If you have any further questions, please do not hesitate to contact me.

I wish you a nice day and stay

Yours sincerely


Jana Melzig
Adobe Customer Service ”

....................

Hallo,

leider konnte mir hier niemand weiterhelfen, aber mittlerwile habe ich nun nach zwei Wochen (!) warten eine Lösung vom Adobe Support bekommen:

Soeben habe ich die Rückmeldung von den Kollegen aus der Fachabteilung erhalten. Der Fehler wurde mit einem neuen Update für Wacom-Geräte behoben. Aktualisieren Sie den Treiber von Wacom.


Bei weiteren Problemen lassen Sie mir bitte folgende Informationen zukommen:
- Wacom-Treiberversion vor dem Update
- Wacom-Treiberversion nach dem Update
- Crahfiles nach der Aktualisierung der Treiber

Um die Windows-Fehlerprotokolle auszulesen, gehen Sie bitte wie folgt vor:

1. Drücken Sie bitte die Tastenkombination "Windowstaste + R", geben im folgenden Eingabefeld "eventvwr" ein und bestätigen mit "OK".
2. Klicken Sie doppelt auf "Windows-Protokolle"
3. Klicken Sie in der linken Spalte mit der rechten Maustaste auf "Anwendungen" und wählen "Protokoll Speichern" aus. Wählen Sie als Dateiname „Anwendungen.evtx“.
4. Das selbe machen Sie bitte auch mit dem Verzeichnis "System" und wählen als Dateiname "System.evtx“.

Um eine Datei in der Creative Cloud freizugeben, gehen Sie bitte wie folgt vor:

1. Öffnen Sie https://assets.adobe.com/ in Ihrem Browser.
2. Melden Sie sich mit Ihrer Adobe ID und Kennwort an.
3. Wählen Sie eine freizugebende Datei oder einen Ordner aus. Wenn noch kein Ordner vorhanden ist, erstellen Sie diesen, indem Sie oben rechts auf das Ordnersymbol (Neuen Ordner erstellen) klicken.
4. Öffnen Sie bitte den erstellten Ordner und schieben die Daten hinein.
5. Um den Ordner freizugeben, klicken Sie oben links, neben dem Ordnernamen auf das Symbol und wählen "Link abrufen" aus.
6. Kopieren Sie den Link und lassen Sie mir diesen bitte zukommen. Achten Sie bitte darauf, dass die Option "Herunterladen zulassen" ausgewählt ist.


- Überprüfung mit entfernten Wacom-Treibern. Stellen Sie ein Absturzprotokoll zur Verfügung, wenn das gleiche Problem auftritt.

Bitte testen Sie die oben aufgeführten Lösungsvorschläge. Ich lasse den Vorgang für Ihre Rückmeldungen geöffnet. Um mir weitere Informationen zukommen zu lassen, antworten Sie bitte direkt auf diese E-Mail.

Erhalte ich keine Antwort von Ihnen, wird der Fall systemseitig automatisch geschlossen.

Bei weiteren Fragen stehe ich Ihnen gern zur Verfügung.

Ich wünsche Ihnen einen schönen Tag und verbleibe

mit freundlichen Grüßen


Jana Melzig
Adobe Kundendienst”

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New Here ,
Nov 11, 2020 Nov 11, 2020

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I have exactly the same problem, but I am NOT working with a Wacom board !? I've gone crazy now because I need Illustrator to do my job all the time! I hate that damn cloud. who knows if you can uninstall the program and reinstall it?

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Community Expert ,
Nov 11, 2020 Nov 11, 2020

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Please create a new thread.

In this messy old thread it's not at all clear what you are answering to. Please describe your issue and your version, your system and your tablet.

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New Here ,
Apr 20, 2020 Apr 20, 2020

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hi,

the same problem occurred in me. I received the error reports, I made it in the folder. If you share an email address, I would like to send you the link.

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Participant ,
Apr 20, 2020 Apr 20, 2020

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Hi,
please have a look on the as „correct” marked answer above. 
The problem is solved: The error was corrected with a new update for Wacom devices. Update the Wacom driver.

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New Here ,
Nov 11, 2020 Nov 11, 2020

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I have exactly the same problem, but I am NOT working with a Wacom board !? I've gone crazy now because I need Illustrator to do my job all the time! do you have a solution even if the problem is not due to the wacom board? that would be great!

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New Here ,
Nov 11, 2020 Nov 11, 2020

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I have exactly the same problem, but I am NOT working with a Wacom board !? I've gone crazy now because I need Illustrator to do my job all the time! do you have a solution even if the problem is not due to the wacom board? that would be great!

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