Illustrator crashes on startup
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Clarb
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Clarb Posted messages 9 Status Membre -
Clarb Posted messages 9 Status Membre -
Hello,
Since the Adobe updates in 2020, I've been having regular issues starting my software. I use InDesign, Photoshop, and Illustrator on a daily basis; all three have the problem, but it occurs much more frequently with Illustrator: when I launch the software, it often crashes even before it opens. It says "not responding," and even waiting doesn't help (I've waited for several hours while working on my other software to be sure it wasn't just a matter of patience). If I force the software to close and reopen it, it's the same issue again. The only solution I've found is to restart my Mac; usually, I can then relaunch Illustrator and everything works fine (in some cases, it still doesn't work and I have to restart my computer again). It never crashes when it manages to launch correctly at the start; it's really a startup bug.
I can manage to work, but it's really cumbersome to have to stop everything I'm doing to restart my entire computer when the problem arises. I don't know if this gives any indication of the source of the problem, but I've noticed that the issue occurs slightly less when I launch my software right after turning on my computer (but it's not reliable at all).
My computer is an iMac (Retina 4K, 21.5-inch, 2017) running macOS Catalina version 10.15.1 (19B88).
If you have any idea of the source of the problem and how to solve it, it would be an immense help in my daily work!
Thank you in advance.
Since the Adobe updates in 2020, I've been having regular issues starting my software. I use InDesign, Photoshop, and Illustrator on a daily basis; all three have the problem, but it occurs much more frequently with Illustrator: when I launch the software, it often crashes even before it opens. It says "not responding," and even waiting doesn't help (I've waited for several hours while working on my other software to be sure it wasn't just a matter of patience). If I force the software to close and reopen it, it's the same issue again. The only solution I've found is to restart my Mac; usually, I can then relaunch Illustrator and everything works fine (in some cases, it still doesn't work and I have to restart my computer again). It never crashes when it manages to launch correctly at the start; it's really a startup bug.
I can manage to work, but it's really cumbersome to have to stop everything I'm doing to restart my entire computer when the problem arises. I don't know if this gives any indication of the source of the problem, but I've noticed that the issue occurs slightly less when I launch my software right after turning on my computer (but it's not reliable at all).
My computer is an iMac (Retina 4K, 21.5-inch, 2017) running macOS Catalina version 10.15.1 (19B88).
If you have any idea of the source of the problem and how to solve it, it would be an immense help in my daily work!
Thank you in advance.
3 réponses
Hello,
I'm sending you a link to Adobe's site that explains a solution that involves signing out and signing back in to your Creative Cloud account:
https://helpx.adobe.com/creative-cloud/kb/cc-applications-crash-immediately-launch.html
I'm sending you a link to Adobe's site that explains a solution that involves signing out and signing back in to your Creative Cloud account:
https://helpx.adobe.com/creative-cloud/kb/cc-applications-crash-immediately-launch.html
Thank you for your help! Logging out and logging back in wasn't enough to fix the problem, but Adobe technical support gave me this procedure that seems to be working for now. I'm copying and pasting it here in case it might help someone in the same situation as me:
1) Uninstall all Adobe software from your computer.
If you don't know how to do it, here is more information:
https://helpx.adobe.com/fr/creative-cloud/kb/uninstall-or-remove-creative-cloud-apps-while-offline.html
Uninstall the Creative Cloud Desktop Manager last.
If you don't know how to do it, here is more information:
https://helpx.adobe.com/fr/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
Restart your computer
Run CC cleaner (Adobe's internal software), downloadable at this address:
https://helpx.adobe.com/fr/photoshop-elements/kb/elements-installation-error-CC-cleaner-tool.html
Restart your computer
2) Manually delete the following folders in the Mac Library:
[MacHD]/Applications/Utilities/Adobe Application Manager
[MacHD]/Applications/Utilities/Adobe Creative Cloud
Access the Library folder:
- Open Finder
- Expand the "Go" menu (at the top of the screen, in the taskbar)
- Hold down the "alt" key on your keyboard
- In the "Go" menu, click on "Library"
- Go to the "Application Support" folder and then "Adobe"
[MacHD]/Library/Application Support/Adobe/OOBE
[MacHD]/Library/Application Support/Adobe/SLStore
[MacHD]/Library/Application Support/Adobe/SLCache
[MacHD]/Library/Application Support/Adobe/AAMUpdaterInventory
[MacHD]/Library/Application Support/Adobe/AAMUpdater
Note: if the folder is in use, it cannot be deleted. To delete it, you need to restart your computer in Safe Mode:
- Restart the machine. When the startup chime rings, hold down the Shift key until the Apple logo appears.
- The machine will then restart in Safe Mode
- Try deleting the folders again
3) Manually change the write permissions on the Adobe folders to "Read and Write":
- Go to the folder: [MacHD]/Library/Application Support/Adobe
- Right-click on the Adobe folder and select "Get Info"
- Go to the "Sharing & Permissions" section
- If everything is not set to "Read and Write," unlock the padlock.
- Set everything to "Read and Write."
- Click on the gear below and select "Apply to enclosed items"
For more information: https://support.apple.com/kb/PH18894?viewlocale=fr_FR&locale=en_US
4) Still in the Library folder, manually change the write permissions on the Adobe folders to "Read and Write":
- Right-click on the Adobe folder and "Get Info."
- Under "Sharing & Permissions," if everything is not set to "Read and Write," unlock the padlock.
- Set everything to "Read and Write."
- Click on the gear below and select "Apply to enclosed items"
5) Empty the Trash (very important)
6) Log back in with Chrome to your account on Adobe.com, go to your applications and restart the download.