Welcome Dialog

Welcome to the Community!

We have a brand new look! Take a tour with us and explore the latest updates on Adobe Support Community.


Illustrator 24.1 and 24.1.1 crash on start

New Here ,
Apr 03, 2020 Apr 03, 2020

Copy link to clipboard

Copied

I have removed all Adobe products via the CC Cleaner Tool. Rebooting between each wipe.

Tried 24.1 and 24.1.1 both have the same issue, the splash page loads and then the program crashes. 

 

EDIT: Rolling back to latest 23 release has fixed it...


Any help is appreciated, thanks. 

TOPICS
Bug

Views

690

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct answer

Adobe Employee , Apr 13, 2020 Apr 13, 2020
Hi All, We're extremely sorry to hear about this issue. Would you mind sharing version of OS and Illustrator? I would request if you could try following these steps and share your observations: Open the crash report given by Illustrator. If you see anything like  Faulty module path: Module/Library : OffsetPDFSuite.aip Crashed Thread:   36 com.adobe.ccx.start - UXP JavaScript Thread     For windows - Program files /common files /Adobe /UXP /extensions - rename this folder to extensions_old F...

Likes

Translate

Translate
Adobe Employee ,
Apr 08, 2020 Apr 08, 2020

Copy link to clipboard

Copied

Hi there,

 

Sorry to hear about your experience. Would you mind sharing version of OS? Also, if you can share the crash report with us using Pastebin or steps provided on help article https://helpx.adobe.com/illustrator/kb/crash-next-steps.html , we'd appreciate that. It'll help us determine exactly what went wrong.

Looking forward to your response.

 

Regards,

Ashutosh

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Apr 20, 2020 Apr 20, 2020

Copy link to clipboard

Copied

I have the exact same issue.  I'm on Catalina 10.15.4.  I can't open the program.  It just crashes and says Exc_bad_access (sigsegv).  I have a deadline!

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jun 16, 2020 Jun 16, 2020

Copy link to clipboard

Copied

Windows 10 Pro, Illustrator 24.2 - Crashes all the time. The renaming extensions-folder did'nt have any effect, still crashes.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jun 17, 2020 Jun 17, 2020

Copy link to clipboard

Copied

It works for me now.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Apr 09, 2020 Apr 09, 2020

Copy link to clipboard

Copied

Same identical issue.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Apr 13, 2020 Apr 13, 2020

Copy link to clipboard

Copied

Hi All,

 

We're extremely sorry to hear about this issue. Would you mind sharing version of OS and Illustrator?
I would request if you could try following these steps and share your observations:

  • Open the crash report given by Illustrator.
  • If you see anything like 
    Faulty module path: Module/Library : OffsetPDFSuite.aip
    Crashed Thread:   36 com.adobe.ccx.start - UXP JavaScript Thread

UXP crash report.png   

  • For windows - Program files /common files /Adobe /UXP /extensions - rename this folder to extensions_old

    For Mac -  /library > application support > Adobe > UXP > extensions - rename this folder to extensions_old

  • Launch Illustrator and see if it is working as usual.

 

Looking forward to your response.

 

Regards,

Ashutosh

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jul 28, 2020 Jul 28, 2020

Copy link to clipboard

Copied

Having this same issue, I have renamed the extension folder but no luck.

 

Computer: iMac (retina 5k, 27-inch, late 2015)

OS: Catalina 10.15.6

Ai: Version 24.2.1

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Sep 24, 2020 Sep 24, 2020

Copy link to clipboard

Copied

LATEST

09/25/20 I am having the same issue. I did a search for the above listed crash report statements and did not find them (I copied and pasted the report into MS Word and did it that way). So, now what? It was working fine until the latest update. Thanks.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines