Learn how to gather relevant information in the unlikely event of Illustrator quitting unexpectedly.

In the unlikely event of Illustrator quitting unexpectedly, follow the steps in this document to gather information that will help Adobe Support resolve the issue.

On Windows

Applies to Illustrator CC October 2017 (version 22.0) and later releases

Issue

On rare occasions, you may see the following error message right after Illustrator crashes:

capture

Don't close the Crash Reporter dialog box that appears on the screen. Do the following:

Submit a crash report

  1. In the Crash Report For Adobe Illustrator dialog box, do the following:

    • Write down the workflow you followed when Illustrator crashed under the Please Tell Us More form.
    • Enter your e-mail address. This will help us to quickly find your submitted crash log.
  2. Click Send Crash Report to submit the crash log to Adobe. 

Collect system.NFO file

  1. In the Run window, enter msinfo32 and click OK to open the System Information window.

  2. In the System Information window, choose File > Save

  3. Save the file in .NFO format on the desktop.

    Note:

    If Illustrator crashes on opening a particular file, then upload that file to a file-sharing server. Copy-paste the link of the uploaded file in a text document and save it on the desktop.

Combine and share

  1. Create a .zip folder of the following files: Illustrator.NFO, and the text file.

  2. Share the .zip folder using a file-sharing web service.

    Note:

    Please include your e-mail address that you specified in the crash report submitted to Adobe.

On macOS

Issue

On rare occasions, you may see the following error message right after Illustrator crashes:

Crash_KB_1

Don't close the error message that appears on the screen. Do the following:

Collect the crash logs

  1. Click Show Details in the error message dialog box.

  2. Copy the information displayed in the Problem Report For Adobe Illustrator CC dialog box.

    Crash_KB_2
  3. Launch Text Edit and paste the copied information.

  4. Save the text file on your desktop.

  5. Click OK in the Problem Report For Adobe Illustrator CC dialog box. The Adobe Crash Reporter window appears on the screen.

    Crash_KB_3
  6. In the Crash Report For Adobe Illustrator window, do the following:

    • Write down the workflow you followed when Illustrator crashed under the Please Tell Us More form.
    • If Illustrator crashed while opening a specific file, upload the file on a file-sharing web server and share the link using the Please Tell Us More form.
    • Select Allow Adobe To Suggest A Solution Or Workaround.
    • Enter your email address.
    • Deselect Always Send Crash Reports Automatically To Adobe.
  7. Click Send Report to submit the crash log to Adobe. 

    Note:

    If the Adobe Crash Reporter window is not displayed on your screen, then please ignore steps 6 and 7.

Collect the log files

  1. Choose Application > Ultilities > Terminal.

  2. Type sudo sysdiagnose in the Terminal window.

  3. Enter your password and press Return.

  4. Again, press Return. After the process is completed, the log files are saved in the tmp folder and the folder location is opened automatically.

  5. Move sysdiagnose_...tar.gz to desktop.

Combine and share

  1. Create a .zip folder of the following files: text file for the crash log and the .gz file for LOG files.

  2. Share the .zip folder using a file-sharing server.

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