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1. Re: Why does Illustrator CC crash on start up on the PC?
Jacob Bugge Jun 24, 2014 1:47 AM (in response to mdc101)mdc,
Just to make sure, are all the faces of the Verdana and Tahoma fonts installed and enabled/activated through the OS (not font mangement) as TTF (not OTF)?
This may be one for this specialized forum (where you may be able find the answer from previous threads),
http://forums.adobe.com/community/download_install_setup
or for Customer Care (tick I Still Need Help and hope for an agent available for a chat),
http://helpx.adobe.com/contact.html?product=illustrator&topic=downloading-installing-and-s etting-up
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2. Re: Why does Illustrator CC crash on start up on the PC?
Dhirendra Mohan Jun 24, 2014 3:24 AM (in response to mdc101)Will it be possible for you to provide us with the crash log as that would help us isolate the exact problem on your machine?
Regards,
Dhirendra
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3. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 24, 2014 4:13 AM (in response to Dhirendra Mohan)Where would I find this on a PC?
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4. Re: Why does Illustrator CC crash on start up on the PC?
Dhirendra Mohan Jun 24, 2014 6:10 AM (in response to mdc101)Please follow these steps:
- Open the “Task Manager” when the Adobe Illustrator CC crash window is displayed.
- In the Task Manager window right-click on the name/string “Adobe Illustrator CC” and select the option “Create Dump File” in the context menu
- It will display a dialog which says that it will create a file “Illustrato.dmp” in your “Temp” folder. Click on OK to create this. Wait for the action to get this completed.
- Once the above file gets completed you can have this file by typing “%temp%” in your “Run” window (press “window button + r” on the keyboard). On clicking the enter key the TEMP folder can be opened.
- Look there for the file name “Illustrator.dmp” and share it with us a dropbox link on SharewithAi@adobe.com
- Please also mention the thread link when sending the dropbox link.
Regards,
Dhirendra
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5. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 24, 2014 2:51 PM (in response to Dhirendra Mohan)All done and ready.
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6. Re: Why does Illustrator CC crash on start up on the PC?
Dhirendra Mohan Jun 25, 2014 5:49 AM (in response to mdc101)Hi Lee,
Thank you for sending the crash log. We looked at the crash log and found that we have fixed this issue in AICC 2014 release. So, you can update your AICC to the latest version.
Or you can look at this KB article to fix this issue in AICC:
http://helpx.adobe.com/illustrator/kb/illustrator-indesign-crash-sync-settings.html
Regards,
Dhirendra
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7. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 25, 2014 1:24 PM (in response to Dhirendra Mohan)That doesn't seem to be the case. I have the latest version of AICC 2014 and it does the exact same thing.
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8. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 25, 2014 1:44 PM (in response to Dhirendra Mohan)Also neither of those solutions worked. Illustrator CC and CC 2014 both crash on start up. What can be done to fix this?
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9. Re: Why does Illustrator CC crash on start up on the PC?
Dhirendra Mohan Jun 25, 2014 10:37 PM (in response to mdc101)Did you try the solution suggested in the KB on Adobe Illustrator CC? Apart from that please let me know on which AICC version are you on? Will it be possible for you to provide the crash dump for AICC 2014 as well?
We would surely like to investigate the problem to see where exactly things are going wrong.
Regards,
Dhirendra
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10. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 25, 2014 11:24 PM (in response to Dhirendra Mohan)I tried the KB solution and that didn't work.
I'll send the crash dump shortly.
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11. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 28, 2014 7:46 AM (in response to Dhirendra Mohan)Am I able to get some help on this? I have deadlines to meet.
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12. Re: Why does Illustrator CC crash on start up on the PC?
Jacob Bugge Jun 28, 2014 7:55 AM (in response to mdc101)mdc,
Have you updated/upgraded to CC2014?
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13. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 28, 2014 8:37 AM (in response to Jacob Bugge)Yes. It's doing exactly the same thing.
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14. Re: Why does Illustrator CC crash on start up on the PC?
sanjaykr Jun 28, 2014 9:57 AM (in response to mdc101)Hi mfc101,
To find out more about such crash on start issues can you please do following and let us your findings.
Define an environment variable AI_ENABLE_SAFE_MODE=1
Launch Ai cc 2014. When it crashes on launch ,Try launching Ai 2014 2/3 times.
Please let us know if you see a message showing some item have been disabled.
Sanjay.
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15. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 28, 2014 10:12 AM (in response to sanjaykr)What does 'Define an environment variable AI_ENABLE_SAFE_MODE=1' mean?
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16. Re: Why does Illustrator CC crash on start up on the PC?
rbhunwal Jun 28, 2014 12:43 PM (in response to mdc101)Hi mdc101,
This is an environment value when set to 1 enables AI CC 2014 to detect the culprits which crashes it on launch say any bad fonts or old incompatible plug-ins (DIAGNOSE).
Follow these steps in the "Terminal" application of the OS:
1) Launch Terminal and type:
export AI_ENABLE_SAFE_MODE=1
2) Press "Enter" key
3) Type:
open <path to AI CC 2014 app>
for eg. mine command will be: open /Applications/Adobe\ Illustrator\ CC\ 2014/Adobe\ Illustrator.app
4) If AI CC 2014 crashes then launch it again from the same terminal window (it is must for the environment variable to be implied on AI)
5) Keep AI launching from the same terminal window till it completes it's diagnosis (it may crash a few times during this diagnose).
Please update your findings here.
With Best Regards,
Raghuveer Singh
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17. Re: Why does Illustrator CC crash on start up on the PC?
sanjaykr Jun 28, 2014 7:51 PM (in response to mdc101)Hi mdc101,
If you are on windows, you can
1. Right click my computer or this pc, click properties.
2. Choose advanced tab or settings ,
3. Click on environment variables... button
4. In the user variable section, click new
5. Enter AI_ENABLE_SAFE_MODE in the name field
6. Enter 1 in the value field
7. Save and close the dialog
Your environment variable is defined. Now you can follow other steps.
Sanjay.
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18. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 29, 2014 1:17 AM (in response to sanjaykr)Am I able to reset this procedure once I'm done?
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19. Re: Why does Illustrator CC crash on start up on the PC?
rbhunwal Jun 29, 2014 1:44 AM (in response to mdc101)Yes, you can. If still there is an issue please do let me know.
With Best Regards,
Raghuveer Singh
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20. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 29, 2014 3:02 AM (in response to rbhunwal)You're going to have to simplify this for me. As a graphic designer I have no knowledge of programming or such like. Where can I find the 'Terminal' on Windows 7?
I've followed the steps for Defining an Environment Variable and Ai still crashes every single time with no message other than this program is not responding.
I've found something called a Command Prompt and tried typing the open path stuff there but it does not recognise it as an internal or external command.
I need this sorted in a simple no nonsense style. I've downloaded the try version of CC to see if it's worth buying and right now I am unimpressed with how spectacularly bad it is, given it won't even open.
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21. Re: Why does Illustrator CC crash on start up on the PC?
rbhunwal Jun 29, 2014 3:38 AM (in response to mdc101)Hi MDC,
My apologies for providing the steps for the MAC OS. Let me debug your machine.
Will it be possible for you to join the connect room/session: https://my.adobeconnect.com/rbhunwal
If not right now then please tell me your preferred timings ? (Mine is Indain Standard Time, +5:30 GMT)
With Best Regards,
Raghuveer
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22. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jun 29, 2014 4:44 AM (in response to rbhunwal)Hi, I can be available at GMT 3pm /15:00
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23. Re: Why does Illustrator CC crash on start up on the PC?
mdc101 Jul 2, 2014 2:42 AM (in response to mdc101)Can I get some help with this all from someone at Adobe?
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24. Re: Why does Illustrator CC crash on start up on the PC?
rbhunwal Jul 2, 2014 2:48 AM (in response to mdc101) -
25. Re: Why does Illustrator CC crash on start up on the PC?
macahuna Sep 3, 2014 10:28 AM (in response to mdc101)Not for nuthin', but for the last two days I've had the same crash on AICC startup. I ran through a lot of the usual fixes before uninstalling and reinstalling from the Cloud. Still no good. Checking here, I deleted the Wacom folder and it's plugin. No good. Then I realized that I had dragged all my Astute graphics plugins into the Plugins folder when I'd reinstalled AI. I plucked them out of the folder, and AI seems to be working now.
Naturally, I've now lost all my preferences, actions, keyboard shortcuts, and the Astute package, so there's a lot of searching and fumbling ahead.
What a disaster!
Good luck!
Ron
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26. Re: Why does Illustrator CC crash on start up on the PC?
brianrvd Oct 1, 2014 12:03 PM (in response to Dhirendra Mohan)Hello,
My Illustrator seems to have the same problem.. Where can I send my crashlog to?
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27. Re: Why does Illustrator CC crash on start up on the PC?
sanjaykr Oct 2, 2014 8:54 AM (in response to brianrvd) -
28. Re: Why does Illustrator CC crash on start up on the PC?
miles from oz Nov 22, 2014 7:03 PM (in response to mdc101)I ran the update to Suitcase Fusion 5 and it worked. What gave it away (At least 4 me) was that every time I re-launched SF it said it crashed unexpectedly (when it hadn't), when Illustrator was what crashed while
I attempted to launch it... both while SF ran or while "off"... Hope this helps at least some of you...






