12 Replies Latest reply: Jul 12, 2012 11:43 PM by Manish-Sharma RSS

    Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion

    Paul5D Community Member

      I have the Creative Suite 5.5.  Illustrator starts, but trying to open (.ai or .pdf) or save a file causes it to crash

       

      I have deleted the preferences folder

       

      used uninstaller to uninstall complete Creative Suite package.  Used Adobe Creative Suite Cleaner Tool.app afterwards.   Reinstalled.   Still it crashes.

       

      Photoshop, InDesign, Acrobat Pro  all seem fine.

       

      Here is the start of the crash report, I can give more if it would help.  Any help would be appreciated!

       

      Process:         Adobe Illustrator [17332]

      Path:            /Applications/Adobe Illustrator CS5.1/Adobe Illustrator.app/Contents/MacOS/Adobe Illustrator

      Identifier:      com.adobe.illustrator

      Version:         39 (15.1.0)

      Code Type:       X86 (Native)

      Parent Process:  launchd [122]

       

       

      Date/Time:       2012-06-14 16:05:18.973 -0600

      OS Version:      Mac OS X 10.7.4 (11E53)

      Report Version:  9

       

       

      Crashed Thread:  0  Dispatch queue: com.apple.main-thread

       

       

      Exception Type:  EXC_BAD_ACCESS (SIGBUS)

      Exception Codes: KERN_PROTECTION_FAILURE at 0x0000000000000002

       

       

      VM Regions Near 0x2:

      --> __PAGEZERO             0000000000000000-0000000000001000 [    4K] ---/--- SM=NUL  /Applications/Adobe Illustrator CS5.1/Adobe Illustrator.app/Contents/MacOS/Adobe Illustrator

          __TEXT                 0000000000001000-00000000010de000 [ 16.9M] r-x/rwx SM=COW  /Applications/Adobe Illustrator CS5.1/Adobe Illustrator.app/Contents/MacOS/Adobe Illustrator

       

       

      Application Specific Information:

      objc[17332]: garbage collection is OFF

       

       

      Thread 0 Crashed:: Dispatch queue: com.apple.main-thread

      0   ???                                     0x00000002 0 + 2

        • 1. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
          Larry G. Schneider CommunityMVP

          Try posting the complete crash log on pastebin.com and post a link here. There's too little to go on.

          • 2. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
            Paul5D Community Member

            Larry,

             

            I did post on pastebin.com, its called illustrator crash on open file  and the URL is:

             

            Illustrator crash on open file

             

             

            (see its quite repeatable)

            • 3. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
              Larry G. Schneider CommunityMVP

              What happens if you try to rolback to 10.7.3 (using TimeMachine or a system reinstall)? When you uninstall AI did you specifically check the box to remove the Preferences file?

              • 4. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
                Paul5D Community Member

                I did delete Preferences file manually, this was first attempt at repair. I think Adobe Creative Suite Cleaner Tool.app  does this also which was used after the uninstall.     I think   I need to try logging in as another users too. will get back after that.

                 

                Just logged in as another user (I forgot 1st user didn't have to log out first).  No problem openning files in illustrator, so the problem is just for this user.  Any way to wipe out ALL the illustrator stuff for a user?

                • 5. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
                  Paul5D Community Member

                  Larry,

                  Please see update to my last post.

                  Paul5D

                  • 6. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
                    Larry G. Schneider CommunityMVP

                    Do an Uninstall as here with the Remove Preferences Option checked. Check only AI. Then run the Cleaner tool and reinstall AI.

                     

                    Screen shot 2012-06-25 at 9.39.00 AM.png

                     

                    This is the only way I know of to not kill the shared libraries.

                    • 7. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
                      Paul5D Community Member

                      Larry,

                      I did the unintall of just Illustrator and removed Preferences, however following directions the Cleaner Tool would not just clean for Illustrator.  the XLM file it produced did not list Illustrator separately, nor any Suite compenent, just Creative Suite (XLM listed below).  So I just uninstalled the whole suite, rebooted, then went back to the Cleaner Tool.   I tried to used the terminal command

                       

                      sudo /PDHilman's Path to Adobe Creative Suite Cleaner Tool.app/Contents/MacOS/Adobe Creative Suite Cleaner Tool ‐‐removeAll=CS5

                       

                      But that gave an error message silent mode only worked for CS5.5 or below and went back to the GUI (odd).  I then used the Cleaner Tool GUI and removed all CS5 - CS5.5.   The log file is also below.

                       

                      I went into my library and there were still many CS5 - CS5.5 items under Application Support and Preferences!  For example  com.adobe.illustrator.plist.lockfile

                       

                      I then reinstralled the whole suite.

                       

                      STILL ILLUSTRATOR CRASHES WHEN TRYING TO OPEN A FILE.

                       

                      I note, I think the last thing I did before this started was followed some directions to copy Mathematica fonts into my user library so I wasn't missing some math symbols when editing PDFs created with Mathematica.  But that was successful and I was able to open/edit/save them just fine.

                       

                       

                       

                      --------XLM file----------

                      <?xml version="1.0" encoding="UTF-8" standalone="no"?>

                      <Products>

                          <Properties>

                              <Property name="eulaAccepted">1</Property>

                          </Properties>

                          <CreativeCloud>

                              <!--<Product productName="Creative Cloud Installer" version="1.0"/>-->

                          </CreativeCloud>

                          <CS6></CS6>

                          <CS5>

                              <!--<Product productName="Creative Suite 5.5 Design Standard" version="5.5"/>-->

                          </CS5>

                          <CS4></CS4>

                          <CS3></CS3>

                      </Products>

                       

                       

                      --------Log file from Cleaner-------------------

                      2012-06-26 23:17:54.313 Adobe Creative Suite Cleaner Tool[378:707] ***************Starting New Session*****************

                      2012-06-26 23:17:54.314 Adobe Creative Suite Cleaner Tool[378:707] Cleaner tool Version: 6.0.0.27

                      2012-06-26 23:17:54.315 Adobe Creative Suite Cleaner Tool[378:707] ERROR: This version of cleaner tool supports silent mode only for CS3, CS4 or CS5-CS5.5 products. Falling back to UI mode.

                      2012-06-26 23:17:54.316 Adobe Creative Suite Cleaner Tool[378:707] Mode=UI mode

                      2012-06-26 23:17:54.386 Adobe Creative Suite Cleaner Tool[378:707] ========================================

                      2012-06-26 23:18:33.691 Adobe Creative Suite Cleaner Tool[378:707] Product=CS5-CS5.5-CS6

                      2012-06-26 23:18:33.701 Adobe Creative Suite Cleaner Tool[378:707] Backup PDB created at /Library/Application Support/Adobe/backup20120626T231833/pdb.db

                      2012-06-26 23:18:33.867 Adobe Creative Suite Cleaner Tool[378:707] Backup Media DB created at /Library/Application Support/Adobe/backup20120626T231833/Media_db.db

                      2012-06-26 23:18:33.869 Adobe Creative Suite Cleaner Tool[378:707] Removing installer related files for 'CSInstaller' 'CS5_CS6_EXCLUDING_AAM'

                      2012-06-26 23:18:33.896 Adobe Creative Suite Cleaner Tool[378:707] Removing product content of : CSInstaller (CS5_CS6_EXCLUDING_AAM) ...

                      2012-06-26 23:18:33.898 Adobe Creative Suite Cleaner Tool[378:707] /Users/phillman5/Library/Application Support/Adobe/OOBE, no such file or directory.

                      2012-06-26 23:18:33.898 Adobe Creative Suite Cleaner Tool[378:707] /Users/phillman5/Applications/Adobe/OOBE, no such file or directory.

                      2012-06-26 23:18:33.899 Adobe Creative Suite Cleaner Tool[378:707] Successfully removed : /Library/Application Support/Adobe/SLStore_v1

                      2012-06-26 23:18:33.899 Adobe Creative Suite Cleaner Tool[378:707] Successfully removed : /Library/Application Support/Adobe/caps/pdb.db

                      2012-06-26 23:18:33.900 Adobe Creative Suite Cleaner Tool[378:707] Successfully removed : /Library/Application Support/Adobe/caps/Media_db.db

                      2012-06-26 23:18:33.900 Adobe Creative Suite Cleaner Tool[378:707] /Library/Application Support/Adobe/caps/pdb.db_preserved, no such file or directory.

                      2012-06-26 23:18:33.900 Adobe Creative Suite Cleaner Tool[378:707] /Library/Application Support/Adobe/caps/Media_db.db_preserved, no such file or directory.

                      2012-06-26 23:18:33.902 Adobe Creative Suite Cleaner Tool[378:707] csi inventory count = 0

                      2012-06-26 23:18:33.902 Adobe Creative Suite Cleaner Tool[378:707] noncsi inventory count = 0

                      2012-06-26 23:18:33.902 Adobe Creative Suite Cleaner Tool[378:707] aam files count = 1

                      2012-06-26 23:18:33.902 Adobe Creative Suite Cleaner Tool[378:707] Removed updater inventory for csi products

                      2012-06-26 23:18:54.540 Adobe Creative Suite Cleaner Tool[378:707] Product=CS5-CS5.5

                      2012-06-26 23:18:59.015 Adobe Creative Suite Cleaner Tool[378:707] ***************End Session*****************


                      • 8. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
                        Paul5D Community Member

                        I removed the Mathematical fonts from

                         

                        /Users/phillman5/Library/Application Support/Adobe/Fonts/

                         

                        and this didn't help.

                        • 9. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
                          Paul5D Community Member

                          Larry,

                          I've posted again with logs after uninstall and reinstalling the Creative Suite Package.  Still illustrator will not open any file.

                          • 10. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
                            Manish-Sharma Employee Hosts

                            I think we are missing the vital point here , if your application is working in one user account but not in other account then it is the user profile issue mainly caused because of permission , it is not the Illustrator issue.

                             

                            You can follow the steps in the below article and if incase that doesn't help then my recommendation would be contact Mac and the permission thing sorted out.

                             

                            http://helpx.adobe.com/x-productkb/global/troubleshoot-unexpected-behavior-user-account.ht ml

                            • 11. Re: Opening or saving files cause Illustrator 5.1 to crash, Feb 2011 MBP, Lion
                              Paul5D Community Member

                              Manish-Sharma,

                               

                              How do you tell Adobe that the link you posted needs editing and updating, but it does give an outline and helpful, not obvious, things to try.  But I found NUMEROUS errors.

                               

                              That said, the problem seemed to be my RamDisk.   Note Illustrator would crash trying to open any file type on my HD or RamDisk.  Turning off the login item to create the RamDisk solved the problem.  I turned the RamDisk login item back on, deleted all files on the RamDisk and the probem seems to gone (for extra confidence I reformated the RamDisk).

                               

                              So why opening an illustrator file on my HD that does not link to any other file cause illustrator to crash because something is on another mounted disk?  Weird!