Adobe illustrator crashes when opening existing files. After two complete re-installations (one of which was preceded by CC Cleaner), on a new machine running MacOS Catalina, the first Illustrator startup is correct. But Illustrator quits as soon as I try to open a file, even if that file has just been saved by this version.
Other CC softwares are not affected.8 votes
Apologies for the inconvenience caused.
The team is unable to reproduce this issue.
Please provide the below information and help us in isolating this issue further?
1) Is this issue still happening on your machine in the latest version 24.2.1 ?
2) If yes, kindly provide some video, test file (Via File > Package) & steps with which you are facing issue.
Please share the above in a Zip file at email@example.com.
Also, mention the title of this issue as the subject of the mail.
I'm working on macOS Mojave 10.14.6
2.9 GHz Intel Core i7
Mem 16 GB
Graphics Radeon Pro 460 4 GB Intel HD Graphics 530 1536 MB
Anytime I double click on an illustrator file from a finder window to launch illustrator (it is not open) the icon bounces and then crashes.6 votes
Apologies for the inconvenience caused to you due to this issue.
We are unable to reproduce this issue in house.
Can you help the Illustrator team to isolate this issue further so that we can nail this down?
If yes, then please let me know the following:
1)Kindly provide some video , Test file(Via File→Package) & some steps with which you are facing issue.
Kindly share the above with us at ShareWithAI@adobe.com in a Zip file. Please mention the title of this issue as the subject of the mail
Closing the window gets it out of the way & I can continue. It only happens the first time I launch AI and then open a file.
I'm on a 2016 MacBook Pro running Catalina & Illustrator 24.0.
Screenshot attached.5 votes
Spin dump created from Activity Monitor will help in our investigation. Please create a spin dump for Illustrator when this blank dialog is shown and send it to firstname.lastname@example.org with Illustrator version used.
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