34 Replies Latest reply on May 19, 2016 8:28 PM by prawiroh50817682

    Illustrator Crashing

    sir.matthew.nielsen

      I can open Illustrator just fine but when I go to make a new document or open and existing document the program crashes and I get the "Adobe Illustrator has stopped working" message box.

       

      All of my other Adobe programs work just fine. I've already tried clearing out the Illustrator settings but it doesn't help. Any suggestions on what to do next?

       

      Program: Adobe Illustrator CS5.1

       

      Computer:

      Windows 7

      Intel i5 3.00GHz

      8 GB ram

       

      Error Details:

      Problem signature:

        Problem Event Name:          APPCRASH

        Application Name:          Illustrator.exe

        Application Version:          15.1.0.39

        Application Timestamp:          4d76c9e3

        Fault Module Name:          AGM.dll

        Fault Module Version:          4.20.69.9418

        Fault Module Timestamp:          4c296457

        Exception Code:          c0000005

        Exception Offset:          00240f9d

        OS Version:          6.1.7601.2.1.0.256.48

        Locale ID:          1033

        Additional Information 1:          0a9e

        Additional Information 2:          0a9e372d3b4ad19135b953a78882e789

        Additional Information 3:          0a9e

        Additional Information 4:          0a9e372d3b4ad19135b953a78882e789

        • 1. Re: Illustrator Crashing
          sir.matthew.nielsen Level 1

          Aww come one guys. Nothing? Really?

          • 2. Re: Illustrator Crashing
            Wade_Zimmerman Level 6

            Could be one of two or three things.

             

            1 Corrupt Preferences

             

            2. Pernissionss problem you might need to repair the permissions and you might have to do it manually and it could be the permissions to the Illustrator settings folder is the culpret, might be but not necessarily.

             

            3. Your scratch disk is filled or doesnot have enough continuous free space available that is continuous free space.

            • 3. Re: Illustrator Crashing
              Wade_Zimmerman Level 6

              Try a New user account and see if the problem goies away that will tell us a lot.

              • 4. Re: Illustrator Crashing
                sir.matthew.nielsen Level 1

                If I have one of my coworkers log onto the computer they can start it up just fine.

                • 5. Re: Illustrator Crashing
                  Wade_Zimmerman Level 6

                  So that looks like a corruption on your user account. It is probably the setings folder either it is corrupt or the permissions have to be repaired.

                   

                  I believe you right click on the folder and go to the properties to set the permissions read write and have it associate all items with in the folder to that setting.

                   

                  But you can try this first if this does not work then it is probably permissions and if that does not work you will have to set up a new user account for yourself if it returns tthan I would say it is a font or conflict something you use tht your co worker does not use.

                   

                  Try this first

                   

                  1. Quit Illustrator.

                  2. Rename the AIPrefs file (for example, to AIPrefs.old) in the Users/(user)/AppData/Roaming/Adobe/Adobe Illustrator CS# Settings folder.

                  3. Start Illustrator. Illustrator creates a new preferences file.

                  • 6. Re: Illustrator Crashing
                    allgoodinthehood99

                    I have the same problem (crashes whenever I try to create a new document):

                     

                    have tried the following:

                    1. Deleted all fonts but system fonts
                    2. Created a fresh user account (and ran illustrator from there, still the same issue)
                    3. Renamed the AIprefs file as above to AIPrefs.old and relaunched illustrator (new AIprefs not generated on new launch, still crashes when creating a new document)
                    4. Modified File Permissions on the Adobe illustrator program files folder
                    5. Tried running Adobe Illustrator using the 'Run as Administrator' option
                    6. Tried both 64bit and 32bit versions

                     

                    Still no Joy.

                     

                    What is up with the PC version of Illustrator? practically every other piece of software I install just works even other adobe apps from the same CS version - Fireworks CS6 I thought might have the same problem if I had bogus fonts that were causing issues. At least that would be a way of further tracking down the problem.

                     

                    Admittedly I'm only installing the trial version here, but surely there are a bunch of other people having the same issue as this?

                     

                    below is the crash report I'm getting:

                     

                    Faulting application name: Illustrator.exe, version: 16.0.0.682, time stamp: 0x4f6e45b7

                    Faulting module name: AGM.dll, version: 4.26.20.19822, time stamp: 0x4f5692e1

                    Exception code: 0xc0000005

                    Fault offset: 0x00000000002b05d2

                    Faulting process id: 0x10a0

                    Faulting application start time: 0x01cd4dec3c81c751

                    Faulting application path: F:\ProgramData\Adobe Illustrator CS6 (64 Bit)\Support Files\Contents\Windows\Illustrator.exe

                    Faulting module path: F:\ProgramData\Adobe Illustrator CS6 (64 Bit)\Support Files\Contents\Windows\AGM.dll

                    Report Id: 83b3bc4c-b9df-11e1-9873-a4badbfc263d

                     

                     

                    System information:

                    Windows 7 Professional Service Pack 1

                    Dell Vostro 430

                    Intel Core i5 CPU

                    4.00GB RAM

                    64-bit

                    • 7. Re: Illustrator Crashing
                      Larry G. Schneider Adobe Community Professional & MVP

                      Reinstall the Adobe Apps on the C drive which is where they should be.

                      • 8. Re: Illustrator Crashing
                        allgoodinthehood99 Level 1

                        Have tried reinstalling on the C drive, same crash (when opening a new document)

                        Seens to give the same problem with AGM.dll

                         

                        have tried running the app from 2 different user accounts (usual and newly created profile)

                        have tried again to run as administrator in case of a permissions issue.

                        same deal.

                         

                        might be time to try it on a mac instead.

                         

                        ------------------------------------------------------------------------------------------

                        Faulting application name: Illustrator.exe, version: 16.0.0.682, time stamp: 0x4f6e45b7

                        Faulting module name: AGM.dll, version: 4.26.20.19822, time stamp: 0x4f5692e1

                        Exception code: 0xc0000005

                        Fault offset: 0x00000000002b05d2

                        Faulting process id: 0x19c0

                        Faulting application start time: 0x01cd4e92922a8013

                        Faulting application path: C:\Program Files\Adobe\Adobe Illustrator CS6 (64 Bit)\Support Files\Contents\Windows\Illustrator.exe

                        Faulting module path: C:\Program Files\Adobe\Adobe Illustrator CS6 (64 Bit)\Support Files\Contents\Windows\AGM.dll

                        Report Id: df4bc81b-ba85-11e1-a534-a4badbfc263d

                        • 9. Re: Illustrator Crashing
                          onlymeBNT Level 1

                          I have the same problem. I can start illustrator from a different user account. I would like not to have to make a new user account, though.

                           

                          I tried changing the prefs filename, as well as deleting the folder en_US in the AdobeIllustratorCS6 folder. The folder regenerates but still no luck.

                           

                          Permissions are set to allow read write for all folders

                          • 10. Re: Illustrator Crashing
                            Dhirendra Mohan Adobe Employee

                            Try checking for permissions on these folders one by one:  C:\Users\Current_User\AppData\Roaming\Adobe\Adobe Illustrator CSx Settings

                             

                            AppData

                            Roaming

                            Adobe

                            Adobe Illustrator CSx Settings

                             

                            Permissions on above folders should be R & W.

                             

                            If these settings are fine then check for permissions on these folders at location: C:\Program Files\Adobe\Adobe Illustrator CSx\Presets\

                             

                            Adobe Illustrator CSx

                            Presets

                             

                            Permissions on above folders should atleast be 'Read' or 'Read & Write' both.

                             

                             

                            Please check these and let us know if it helps you.

                            • 11. Re: Illustrator Crashing
                              Saurabh Manocha Level 1

                              You can try the solution provided in the thread regarding the similar issue

                              http://forums.adobe.com/message/4687911#4687911

                              • 12. Re: Illustrator Crashing
                                onlymeBNT Level 1

                                OK, thanks all, I figured it out. I looked through the Win7 admin logs and it seems every time I opened illustrator it was attempting to access a network printer (my default printer), and was being denied access. I knew that printer wasn't set up correctly, but why Illustrator needs to try to log onto it when opening a file, or why the specific error isn't reported to the user is beyond me.

                                1 person found this helpful
                                • 13. Re: Illustrator Crashing
                                  WillGets Level 1

                                  Thank you onlymeBNT, solved my problem too after about 24 hours of head scratching! And never a hint from Adobe about this issue and it is now 2014...

                                  • 14. Re: Illustrator Crashing
                                    Becky123 Level 1

                                    Hey, I don't know if your computer has been solved, but I come across the information below which may help you fix the problem:

                                     

                                    If you keep getting the “Adobe Illustrator has stopped working” message box, look through the Win7 admin logs and you will find that every time you open illustrator it is attempting to access a network printer (your default printer), and is being denied access. That’s because the printer isn’t set up correctly. Therefore, updating or reinstalling the printer driver may help solve the issue. However, if you don’t even have a printer, check the Print Spooler service. It is probably that the service has been stopped. Turning it on and restarting and your error will be solved soon.
                                    Click Start button and go to Run, type msconfig in the Run Window and click open msconfig under Programs.

                                    type-msconfig

                                    A window will appear, go to the Services tab and search for the Print Spooler service, make sure it is enabled.

                                    services

                                    After turn it on restart you PC and everything should be OK now.

                                    Or you can click Start -> Control Panel ->Administrative Tools -> Services. And then start your print spooler and set it to automatic.

                                    1 person found this helpful
                                    • 15. Re: Illustrator Crashing
                                      richd81761679

                                      YOU are a master! Printer offline due to low BL ink.

                                      • 16. Re: Illustrator Crashing
                                        Andrea San

                                        I had a same problem and no action was effective! Then I changed my default printer to "PDF printer" and everything turns on!

                                         

                                        But the question still live: why Illustrator is linked to our printers ?

                                        • 17. Re: Illustrator Crashing
                                          darkzaitzev

                                          I've had this before and forgot how to repair it, thanks Wade.

                                          • 18. Re: Illustrator Crashing
                                            n.ayancan

                                            I was going to make a similar question about Illustrator CC crashing, AND THIS TRICK TOTALLY WORKS!!!

                                            You sorcerer, thank you very much.

                                            • 19. Re: Illustrator Crashing
                                              olgav32224692

                                              Thank you so much! My Illustrator CC hasn't been working for days. Setting the default printer to Adobe PDF solved it. =)

                                              It's a mystery to me why Adobe hasn't solved this yet or at least post standard solutions to the problem.

                                              • 20. Re: Illustrator Crashing
                                                costasi51885073

                                                Ex-effing-cuse me?!

                                                 

                                                Ok, first of all THANK YOU! I wasted a lot of time trying stuff, and your solution saved me.

                                                 

                                                Secondly, WHY IN GOD'S NAME DOES THAT ISSUE EXIST?!

                                                Even if we accept the fact that illustrator needs to 'connect' with your printer (BIG if), why on earth does THE WHOLE PROGRAM crash? Creashes, just crashes, no ifs or buts.

                                                 

                                                This isn't a start-up company or an open-source project, it's freaking Adobe! Really dissapointing...

                                                • 21. Re: Illustrator Crashing
                                                  Limeativity

                                                  Thank you, everyone. I've spent 2 days trying to fix this issue. Tried everything on the forums and online, deleted and reinstalled multiple times. Everything except changing my default printer.

                                                   

                                                  I can finally use the program now.

                                                  • 22. Re: Illustrator Crashing
                                                    lynnj19100941

                                                    Me too - thanks for the fix, it totally worked for me when I changed my default printer to a local printer from a network printer. Considering this issue has been known since 2012, I'm pretty unimpressed that it hasn't been fixed by now.

                                                    • 23. Re: Illustrator Crashing
                                                      Thales Magno

                                                      Hello there, my illustrator is crashing when i open new document. I don´t use a printer. Tried the PDF thing but it did not work. I have a deadline tomorrow and i am not supposed to be passing through it. Please Staff, any solution?

                                                       

                                                      Windows 10

                                                      • 24. Re: Illustrator Crashing
                                                        Larry G. Schneider Adobe Community Professional & MVP

                                                        You will have to set up a virtual printer and make it the default printer for your computer. AI needs to write aspects of the printer to the file to save it properly. Without a printer, it won't save.

                                                        • 25. Re: Illustrator Crashing
                                                          Thales Magno Level 1

                                                          Solved uninstalling Nvidia GPU drivers.

                                                          • 26. Re: Illustrator Crashing
                                                            hughr18618777

                                                            I'm also having the same issue. I can open Illustrator but when I open a file it won't respond.

                                                             

                                                            Tried uninstalling/clean installing my Nvidia GPU drivers.

                                                             

                                                            How do you change the default printer?

                                                            • 27. Re: Illustrator Crashing
                                                              Monika Gause Adobe Community Professional & MVP

                                                              hughr18618777 schrieb:

                                                               

                                                              How do you change the default printer?

                                                               

                                                              Please read your system's manual to find out.

                                                              • 28. Re: Illustrator Crashing
                                                                hughr18618777 Level 1

                                                                OK, I have reinstalled my GPU drivers and changed my default printer in the control panel. Still having the same problem.

                                                                 

                                                                Can anyone help?

                                                                • 29. Re: Illustrator Crashing
                                                                  Thales Magno Level 1

                                                                  Uninstall GPU drivers, run illustrator and then reinstall drivers. I think it needs to create something on profile first.

                                                                  • 30. Re: Illustrator Crashing
                                                                    Thales Magno Level 1

                                                                    I always use this to uninstall Nvidia drivers.

                                                                    • 31. Re: Illustrator Crashing
                                                                      hughr18618777 Level 1

                                                                      Thanks for the response, but I have tried this, with the GPU Driver Uninstaller you recommended, still with no result.

                                                                       

                                                                      Any more ideas anyone? I have now also tried uninstalling my Wacom drivers. This didn't work either.

                                                                       

                                                                      I'm running Windows 10, Intel Core i7 8 gb RAM, Nvidia GTX 960M

                                                                      • 32. Re: Illustrator Crashing
                                                                        sirichokep26646153

                                                                        BRAVOOOOO

                                                                        Thank you. Santini

                                                                        Very helpful

                                                                        • 33. Re: Illustrator Crashing
                                                                          luciaangioi

                                                                          Solved for me on W10 (turning off the Print Spool)! Thank you so much :-)

                                                                          • 34. Re: Illustrator Crashing
                                                                            prawiroh50817682

                                                                            I have problems illustrator also can not open a new document
                                                                            What might be because I do not have enough graphics ?
                                                                            I use the internal graphics
                                                                            I try to improve as a comment on this forum but still can not open a new document

                                                                            Please guide me

                                                                            mypc.jpg