240 results found

1. New document causes crash

   When starting a new document, the first thing that Illustrator does is crash. Doesn't matter what the size of the document is.

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   Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

   We are closing the ticket as we are not able to reproduce this issue at our side. If your problem is not solved, please get in touch with us at sharewithai@adobe.com or any of the other support channels – helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.

   With Best Regards,
   Raghuveer Singh
   Illustrator Team

2. Startup performance

   Illustrator has always been sluggish on startup, but 27 seconds on a recent SSD MBP is totally unacceptable IMO.

   Thoughts anyone?

   By comparison PS is ready to go in 7sec.

   Standard install CC 2018 / Il 22 on MacOS 10.13.1

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   Request to Contact Support  ·  Ashutosh Chaturvedi responded

   Our typical launch numbers on a SSD MBP is around 6-7 seconds hence we would like to understand more about the issue and problem.
   Please get in touch with us at sharewithai@adobe.com or any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

   Warm Regards,
   Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator

3. Illustrator 2021 Won't Load - I have already contacted Customer Care. They were not able to help.

   Please help. There are a number of users experiencing this major bug. Please read: https://community.adobe.com/t5/illustrator/help-illustrator-2021-won-t-load/td-p/11530119?page=6

   I think Adobe needs to realize that it has been isolated to Illustrator v25.0 only. Like everyone else, the latest releases of Photoshop v22.0.1, InDesign v16.0, and Bridge v11.0 all work just fine. Moving down to Illustrator v24.3 seemed to help get everyone back to work. However, since this is a newer version, there is a question on the projects that we have been working on with v25.0 will open up without any hiccups with v24.3. I am testing that right now as I have an iMac running Big Sur with Illustrator v24.3 and have a Macbook Pro running Catalina with Illustrator v25.0. So far I don't have any problems running v25.0 on the Macbook Pro under Catalina. In addition, I am running Extensis Suitcase Fusion v21.2.1 on both machines under both operating systems. I have been in contact with them as they are hoping to release a version that is supported on Big Sur. But when Illustrator v25.0 on Big Sur just bombed on its own, just like everyone else here (about the same time) I was able to somehow get it to load up into Safe Mode (don't ask me how I did it because like everyone else, I have seen Illustrator just sit there on the load screen regardless of it trying to initialize or do one of its many Diagnostic tests). But I was only able to get it to open in Safe Mode a couple of times. When it did, Illustrator identified that it had a problem with the Suitcase Fusion plug-in. I have since disabled the plug-in just for Illustrator through Suitcase Fusion and still, Illustrator will not load, even to a diagnostic state. But Adobe needs to understand that the simultaneous moment that multiple users experienced an abrupt shutdown of Illustrator and it not loading with the acceptable wait time, that there is something much more than "old residual files" present. There shouldn't be any reason that an Adobe employee needs to be inside monkeying around user's machines. Just like when the Create Suite was the latest product line before CC, it needs to provide a Tool Cleaner program to rid of all these "old" files for us now. Or during the large push of CC 2021, the installer should remove all instances of CC 2019 and CC 2020. (I just looked in my Applications Folder and found those folders for those previous releases. I removed them.) Please find a fix ASAP for us that have moved to Big Sur and want to run the latest version of Illustrator beyond v25.0.

   I just tested the process of editing an AI file in Illustrator v25.0 and then opening it up in Illustrator v24.3. There doesn't seem to be any issues with the file opening with a legacy program. I edited the file on my Macbook Pro running Catalina and Illustrator v25.0 and then opened the file on my iMac running Big Sur and Illustrator v24.3. In addition, I have re-installed the Suitcase Fusion plug-in for Illustrator v24.3 and have no issues so far even though the iMac is on Big Sur.

   Please help. There are a number of users experiencing this major bug. Please read: https://community.adobe.com/t5/illustrator/help-illustrator-2021-won-t-load/td-p/11530119?page=6

   I think Adobe needs to realize that it has been isolated to Illustrator v25.0 only. Like everyone else, the latest releases of Photoshop v22.0.1, InDesign v16.0, and Bridge v11.0 all work just fine. Moving down to Illustrator v24.3 seemed to help get everyone back to work. However, since this is a newer version, there is a question on the projects that we have been working on with v25.0 will open up without any hiccups with v24.3. I am testing that right now as I have… more

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4. v23.0 files won't open with v23.01 update, Unknown error occurring

   Can't open v23.0 ai files since the update to v23.01. The program doesn't even attempt to open, an error pops up saying "an unknown error has occurred"
   Help please,
   this is making work very difficult

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5. Very long loading splash screen after update 23.0.1

   After newest update 23.01 splash screen freeze on trying to initialise SmartEditUI.aip for few minutes (and crash if I try click on it at this time)

   This only happens at the first time start.

   On the adobe forum I see that people have the same problem
   https://forums.adobe.com/thread/2550614

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   Request to Contact Support  ·  Anish Kumar responded

   I am closing the ticket due to lack of response.
   Please get in touch with us at sharewithai@adobe.com or any of the other support channels – helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.
   Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

6. Takes about 15 minutes to open/unfreeze

   Since the last update 22.1 it takes about 15 minutes to open...
   I get a white frozen screen for an average of 15 minutes with just the contour of the app...and than it open nomally.

   My system:
   Windows 10 Pro
   Illustrator CC

   Hopefully you can help

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   Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

   Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

   Thanks & Regards,
   Raghuveer Singh

7. TorqExtension.aip error

   When opening Illustrator CC, I get this error on launch:

   "The procedure entry point ?getAvailableLocales@Collator@icu@@SAPEBVLocale@2@AEAH@Z could not be located in the dynamic link library icui18n.dll."

   This is followed by an error:

   "Error loading plugins.
   TorqExtension.aip"

   Please advise how to resolve these errors..

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8. Illustrator CC 2017 crashes computer on macOS 10.13 High Sierra

   I didn't know there were serious compatibility issues between Adobe CC and macOS 10.13 High Sierra until after I upgraded.

   Within seconds of launching Illustrator it freezes my entire machine and my only option is a hard reboot.

   Please provide a status update on when this issue will be fixed. I rely on CC for my job and will have to migrate back to 10.12 Sierra in the interim.

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   Request to Contact Support  ·  Ashutosh Chaturvedi responded

   Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

   Warm Regards,
   Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator

9. Illustrator locks down when a new file tab is clicked

   1. click file
   2. click new
   3. never opens new file window
   4. entire program freezes

   same thing happens with keyboard shortcut

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   Request to Contact Support  ·  Ashutosh Chaturvedi responded

   I am closing the ticket due to lack of response. Please contact Adobe support and we will be able to help you get this resolved if this is still an issue.

10. V25 won’t launch

    Won’t launch. Crashes during initialization. V24 works fine.

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11. Operation cannot complete because of an unknown error. [CANT] - Crashes and will not open application

    Illustrator 24.2 and 24.2.1
    Windows 10 Home

    I've been getting the following error since version 24.2 but was still able to open and do work.

       The operation cannot complete because of an unknown error. [CANT]
    

    Yesterday I chose to update to 2.2.1 thinking it might fix that error. Now I cannot open Illustrator at all. I am not an IT person, but I have already tried the following to fix it but to no avail:

    -Restarting my machine multiple times.
    -Uninstalling and reinstalling Illustrator with options
    -Uninstalling and reinstalling Illustrator with remove options
    -Going back to an earlier version
    -Allowing the diagnostic tool to run (apparently this option is available in the latest version). But after it ran through 3 or 4 initializations, it crashed as well and now I no longer even get that option.
    -Removed all the old versions in my user profile [user]/AppData/Roaming/Adobe
    -Removed old versions in the Program files Program Files/Adobe/
    -I ran the Adobe Cleaner Tool [just on Illustrator]
    -Uninstalled and reinstalled Adobe CC Cloud Desktop Version
    -I tried to start Illustrator in Win. Safe mode, still crashed.
    -I finally did a system restore that backed it up to version 24.1.3 and am still getting the error message.

    I have spent the last two full days trying to fix this and am at my wits end. I am about to completely uninstall Adobe CC Desktop again using the Adobe Cleaner Tool and start from scratch because I'm already behind on work and have to get something running ASAP.

    Has anyone else had this problem and were you able to fix it?

    Illustrator 24.2 and 24.2.1
    Windows 10 Home

    I've been getting the following error since version 24.2 but was still able to open and do work.

       The operation cannot complete because of an unknown error. [CANT]
    

    Yesterday I chose to update to 2.2.1 thinking it might fix that error. Now I cannot open Illustrator at all. I am not an IT person, but I have already tried the following to fix it but to no avail:

    -Restarting my machine multiple times.
    -Uninstalling and reinstalling Illustrator with options
    -Uninstalling and reinstalling Illustrator with remove options
    -Going back to an earlier version
    -Allowing… more

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12. new project presets not appearing

    I am starting a course to learn Adobe Illustrator. However, when I click on "create new" the dialogue box that opens only populates with Adobe Stock templates. No matter if I click print, web, or mobile there are no presets or options for me to change the project settings. Kind of hard to begin the course if I can't create a project with the specific setting for my assignments.

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13. I have to keep re-activating fonts

    For no seemingly obvious reason, and quite randomly, my fonts wont activate when I open Illustrator. I have to turn off "Enable Adobe Fonts" in CC and then turn it back on. This is getting very frustrating -

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14. "open file"

    Illustrator won't open more than one file.

    With version 23.0.1, Illustrator will permit to open only one single file. The first file can be opened by any method, any subsequent file can only be opened using "File/Open" command. Using Windows Explorer or Drag&Drop does not work! and will freeze Illustrator; ending the application is only possible using the Windows Task Manager.
    I'm running Illustrator CC (23.0.1 64-bit) ond Windows 10 Enterprise (10.0.16299).

    THX for fixing this!

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    Request to Contact Support  ·  AdminRama (Mgr, Software Development, Adobe Illustrator) responded

    Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

15. Illustrator File opens to Work/Learn Screen

    I have Illustrator CC and after the most recent update, almost every time I open a file in Illustrator after turning on my computer, it opens the file but the Work/Learn screen is still up.

    I can see my file's layers in the layers panel in the bottom right corner but the screen doesn't show it. I can click around and it's saying I'm selecting things but I can't get the Work/Learn screen off so I have to restart Illustrator over and over again until I can get it to work.

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16. Illustrator 27.2 se me cierra inesperadamente minutos después de abrirlo (Windows 10)

    ¿Alguien sabe por qué se me cierra Illustrator 2023 (v 27.2) inesperadamente?
    Pocos minutos después de abrirlo se cierra sin marcar ningún error o ventana que informe el porqué y es el único programa que lo hace.
    Tengo Windows 10 :D

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17. Recent work thumbnails are missing on the welcome page

    When I launch my latest version of the Desktop illustrator app there are no more visible the thumbnails of the recent work. Please bring it back.

    Currently using Illustrator 25.4.1. (64bit) on latest update of Windows 10

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    Need More Info  ·  AdminRama (Mgr, Software Development, Adobe Illustrator) responded

    We need the following logs to investigate this issue

    Mac: ~/Library/Logs/Adobe/Adobe Illustrator/25.4/Adobe Illustrator
    Win: C:\Users\[username]\AppData\Roaming\Adobe\Logs\Adobe Illustrator\25.4\Adobe Illustrator

    Please share files starting with UXPLogs from above folder to sharewithai@adobe.com

18. Illustrator found an issue with wacom driver…

    Hello,
    First issue: see the attachment.
    Second issue: I can't change the welcome window to not appear with launching Illustrator. The setting for it is greyed out.

    Regards
    Vladimir

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19. Blue Screen of Adobe Illustrator directly after Start

    Windows 10 64bit
    Dell XPS15 i7, 32GB Ram, GeForce GTX 1650 Ti
    Adobe Illustrator v 25.2.1

    With the latest Update to the Illustrator Version above I´m no longer able to start the Program - every time I try to open the Laptop crashes and I receive a Blue Screen immediately. Tried now 3 times in a row, no luck.
    Please advise how to solve the issue.
    Before the Update there were no issues at all.

    4 votes

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20. When I try to create a new document on Illustrator 25.2.1, Blue Screen of Death comes up

    When I try to create a new document on Illustrator 25.2.1, Blue Screen of Death comes up. Same thing happens over and over again.

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