TechNote

Troubleshoot system errors or freezes in Illustrator CS4 (Mac OS)

What's covered

Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you resolve system errors that occur while you use Adobe Illustrator CS4 in Mac OS X. System errors can manifest themselves in many different ways, including (but not limited to) the following:

A blank or flickering dialog box
A frozen cursor or screen
An error such as one of the following:
- "The application 'Illustrator' has unexpectedly quit. The system and other applications have not been affected."

Different factors can cause system errors, including conflicts among device drivers, software, and hardware, and corrupt elements in specific files. Although a system error may occur only when you work with Illustrator, Illustrator may not necessarily be the cause--it may be the only application that uses enough memory or processor cycles to expose the problem.

To benefit most from this document, perform the tasks in order. Keep track of the tasks you perform and the results of each task, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, if you need to call.

Beginning troubleshooting

The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (for example, Illustrator files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

1. Make sure that the system meets the minimum requirements for Illustrator.

Illustrator may not run correctly on a system that doesn't meet minimum requirements. Make sure that your system meets the following requirements:

PowerPC G4 or G5 or Intel processor
Mac OS X v10.4.11â“10.5.4
512MB of RAM (1GB recommended)
2GB of available hard-disk space for installation; additional free space required during installation (cannot install on a volume that uses a case-sensitive file system or on flash-based storage devices)
1,024x768 display (1,280x800 recommended) with 16-bit video card
DVD-ROM drive
QuickTime 7 software required for multimedia features
Broadband Internet connection required for online services

Note: To check how much RAM is installed, choose About This Mac from the Apple menu. The Memory value indicates the amount of installed RAM.

2. Log in as a user with administrator access privileges.

If you lack administrator access privileges, then Illustrator may be unable to access necessary files. To determine if limited privileges cause the problem, log in as a user with access privileges, and try to re-create the problem. If the problem doesn't recur, then the account you were previously using lacks access privileges. Contact your system administrator to grant you access privileges.

To log in as a user with access privileges:

From the Apple menu, choose Log Out.
Click Log Out when the system returns the message "Are you sure you want to quit all applications and log out now?"
When the log in screen appears, select a user with access privileges, type the appropriate password, and then press Return.

3. Run the Adobe application from within a new user account.

Occasionally, a user account can become corrupted and prevent the installer from accessing or creating the necessary files and folders. Create a new account, log in to the new account, and then try to install or run the Adobe application.

To create a new user account in Mac OS X v10.4.11 and later:

From the Apple menu, choose System Preferences.
Note: If some settings are dimmed, click the lock icon in the lower-left corner of the window and type an administrator name and password.
Click Add (+) and type the user's name and password.
Make sure to remember the new password and to give the account administrative privileges by selecting Allow User to Administer This Computer.
Click Create User and close the Accounts window.
Choose Log Out [username] from the Apple menu.
Log into the new user account and install Adobe Illustrator Creative Suite 4.

To create a new user account in Mac OS X v10.5.X:

From the Apple menu, choose System Preferences.
Note: If some settings are dimmed, click the lock icon in the lower-left corner of the window and type an administrator name and password.
Click Add (+) and type the user's name and password.
From the New Account drop down select "Administrator" give it a password and verify it
Click Create User and close the Accounts window.
Choose Log Out [username] from the Apple menu.
Log into the new user account and install Adobe Illustrator Creative Suite 4.

4. Install the latest version of Illustrator.

Your operating system and hardware drivers may be more compatible with the latest version of Illustrator than with an earlier version. Before you install an update or upgrade, make sure that your system meets the requirements.

Free updates are made available from the Adobe website at www.adobe.com/support/downloads. An upgrade, however, may solve a wider range of problems. (You may prefer to try the tasks in the rest of this document before upgrading.) You can purchase upgrades from Adobe Authorized Resellers and from Adobe directly:

To locate an Authorized Reseller, visit the Adobe website at http://partners.adobe.com/resellerfinder/na/findreseller.jsp and choose your country or region from the menu at the top of the page.
To purchase an upgrade from Adobe, visit the Adobe Store at http://store.adobe.com/store and choose your country or region from the menu at the top of the page.
To contact Adobe Customer Service in your region for assistance, visit the Adobe website at www.adobe.com, select your region from the menu at the top of the page, and then click Contact Us.

5. Install current Mac OS X updates.

Updates to the Mac OS X operating system can improve its performance and compatibility with applications. You can obtain Mac OS X updates from the Apple website at www.apple.com/downloads/macosx/, or choose Software Update from the Apple menu. For assistance installing updates, contact Apple technical support.

Important: Before you install a system update, check the system requirements for Illustrator CS4 (and any third-party software or hardware you may use with Illustrator) to ensure compatibility. If the update isn't listed, then contact Adobe or the manufacturer of your third-party software or hardware.

6. Re-create the Illustrator preferences files.

You can re-create Illustrator preferences files to eliminate problems caused by a damaged preferences file.

Note: Re-creating the Illustrator preferences files restores settings to their defaults.

To re-create the Illustrator preferences files:

Quit Illustrator.
Drag the Adobe Illustrator [version] Settings folder from the Users/[user]/Library/Preferences folder to the Trash.
Restart Illustrator.

If the problem recurs after you re-create the Illustrator preferences files, then the problem isn't related to preference files. To restore custom settings, drag the file you moved in step 2 back to its original location, and then click Replace to the alert "An item named 'Adobe Illustrator [version] Settings' already exists in this location. Do you want to replace it with the one you're moving?"

7. Change the Mac OS default printer.

Some system errors or freezes may be caused by an incompatible printer driver. To determine if the driver for the current default printer is causing the problem in Illustrator, change the default printer.

To change the default printer:

Choose Apple Menu > System Preferences.
In System Preferences, click Print & Fax.
(Mac OS X v10.4.x only). Click Printing.
Choose a local printer--or choose a document printer, such as Adobe PDF--from the Default Printer pop-up menu (Mac OS X v10.5.x) or the Selected Printer In Print Dialog pop-up menu (Mac OS X v10.4.x). Do not choose a network printer, Last Printer Used, or the current default printer.

Note: If no other printer is available in the pop-up menu, then create a virtual PostScript printer and set it as the default by doing the following:
1. If the message "Click the lock to make changes" appears at the bottom of the Print & Fax window, then click the lock icon and authenticate.
2. Click the plus sign (+) beneath the list of printers in the Print & Fax window.
3. Click IP (Mac OS X v10.5.x) or IP Printer (Mac OS X v10.4.x).
4. Choose Internet Printing Protocol - IPP from the Protocol pop-up menu.
5. Type localhost in the Address text box.
6. Type Virtual Printer in the Name text box.
7. Click Add.
8. Choose Virtual Printer from the Default Printer pop-up menu (Mac OS X v10.5.x) or the Selected Printer In Print Dialog pop-up menu (Mac OS X v10.4.x).

Once you have changed the default printer, try to re-create the problem in Illustrator. Then do one of the following:

If the problem still occurs, then a printer driver is not the cause of the problem. Restore the previous default printer and proceed to task 8.
If the problem no longer occurs, then install or reinstall the latest version of the driver for the previous default printer. (Go to the printer manufacturer's web site to download the latest driver.) Once you have installed the latest driver, open Print & Fax in System Preferences and restore that printer as the default printer. Then try again to re-create the problem in Illustrator. If the problem returns, then set the default printer back to the different printer or virtual PostScript printer that you chose in the steps above. Then, when you wish to print to your actual preferred printer from Illustrator, choose that printer in the Print dialog.

8. Optimize scratch disks.

Illustrator uses a scratch disk file (that is, temporary disk space for storing data and performing computations) when insufficient RAM is available for image editing. The hard disk partition you specify as the primary scratch disk should have free space equal to three to five times the size of the average image file; specify a secondary scratch disk if you have an addtional hard disk partition. If disk space is insufficient, remove unnecessary files form the hard disk.

To specify a scratch disk in Illustrator > Preferences > Plug-ins & Scratch Disk.
Choose the primary and Secondary and click OK

9. Run Illustrator while no other applications are running.

To maximize available RAM and reduce the chance that another application may conflict with Illustrator, quit open applications, and then restart Illustrator.

If applications don't quit as expected, then force quit them.

To force quit open applications:

Choose Force Quit from the Apple menu.
In the Force Quit Applications dialog box, select an application, and then click Force Quit.

Note: Don't select the Finder, which is the core Mac OS component.
Click Force Quit again when Mac OS returns the alert "Do you want to force Illustrator to quit?"
Restart Illustrator, try to re-create the error, and continue as follows:
- If the error doesn't occur, then the application you selected in step 2 conflicts with Illustrator].
- If the error occurs, then repeat steps 3-4; or, if you've quit all open applications, then proceed to the next task.

10. Check the CD or DVD and the CD-ROM or DVD-ROM drive.

Sometimes dust or dirt on a CD or DVD can interfere with an installation and prevent your CD-ROM or DVD-ROM drive from recognizing the media. Examine the application CD or DVD for dirt, dust, or fingerprints. Gently wipe the bottom of the disc from the center outward with a soft, lint-free cloth.

Verify that the CD-ROM or DVD-ROM drive can read other CDs or DVDs. If it can't, then examine the disc caddy or loading tray for dirt and clean it with a lint-free cloth. If it still can't read other CDs or DVDs, contact the drive manufacturer or Apple Computer.

11. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, then contact the video card manufacturer for an updated driver, or download one from the manufacturer's website.

12. Install or Run the Adobe application with the Login Items disabled for the user account.

To disable nonessential extensions located in the user accounts Login Items folder: Press Shift while you restart the computer. Pressing Shift disables any applications that are in the Login Items folder.

13. Install Illustrator from the desktop.

Some system components--for example, device drivers and virus protection utilities--can conflict with the Illustrator installer and result in an incomplete or failed installation. To prevent these conflicts, install Illustrator from the desktop.

To install Illustrator from the hard disk using the Illustrator CD or DVD:

Insert the installer CD or DVD into the drive.
Double-click the disk.
Locate the Adobe Illustrator [Version] folder and copy it to the hard disk.
Restart the computer while holding down the Shift key to prevent startup items from opening.
Open the Adobe Illustrator [Version] folder you copied to the hard disk, and double-click the Adobe Illustrator setup file. Follow the on-screen instructions to install Illustrator.

Note: If the installation fails, leave the Illustrator folder on the hard disk and continue troubleshooting. You can delete the folder after you install Illustrator.

14. Verify that you are using the latest driver and PPD file for the printer.

If the problem occurs when printing, then verify that you are using the latest driver and PPD file for the printer: Download and install the latest driver and PPD file from the printer manufacturer's website.

Intermediate troubleshooting

If the tasks in the previous section don't solve the problem, then try the following intermediate troubleshooting tasks.

15. Reinstall Illustrator.

An incorrect installation can cause errors when you work in Illustrator. Reinstalling Illustrator can eliminate these errors.

To reinstall Illustrator:

Move any personal files from the Illustrator folder on the hard disk to another location.
From the following directory (HD/Utilities/Adobe/Installers/) use the Add or Remove Adobe Illustrator Creative Suite 4 to remove Adobe Illustrator
Insert the installation disk into the CD or DVD drive.
Follow the on-screen instructions to complete the installation.

Note: If you previously installed an update to Illustrator, then reinstall the update after you reinstall Illustrator.

16. Repair disk permissions by running Disk Utility.

If you log in to an account with administrator privileges, but are still unable to install or run Illustrator, then your disk permissions may be damaged.

To repair your permissions using the Disk Utility:

Choose Go > Applications, open the Utilities folder, and then double-click Disk Utility.
Select the volume on which you want to install Illustrator, and then click the First Aid tab
Now click the Repair Disk Permissions button.

17. Remove third-party plug-ins from the Illustrator plug-ins folder.

Remove third-party plug-ins from the Illustrator plug-ins folder, located in Illustrator, and then restart Illustrator . If the problem doesn't occur after removing third-party plug-ins, then one or more of them conflicts with Illustrator .

Contact the manufacturer of the plug-ins for information about updates.

18. Troubleshoot fonts.

A system error can occur if Illustrator accesses a damaged font. You can troubleshoot fonts to determine if they cause the problem.

To troubleshoot fonts in Mac OS X v10.4.x-10.5.x:

Deactivate all font management utilities, such as Adobe Type Manager or Extensis Suitcase.
Start Font Book from the Applications folder.
(Mac OS X v10.4.x only) In the Collection column, expand All Fonts.
In the Collection column, select Computer.
Now in the Font column click a font then hit Command A to select all the fonts.
Choose Edit > Disable Fonts. Click Disable, when asked to confirm.
At the Finder, choose File>Find.
Type AdobeFnt12.lst , select the system drive, and then press return.
Delete all the AdobeFnt12.lst files found.
Run Illustrator. Then do one of the following:
- If the problem recurs, then repeat steps 4-8 to disable the User and Classic collections.
- If the problem doesn't recur, then the problem font is in the collection you disabled. In Font Book, enable one font at a time in the collection and try to reproduce problem until you find the damaged font.

19. Optimize hard disks.

Installation or application errors can occur if the hard disk is very fragmented. Optimizing the hard disk rearranges files to minimize future fragmenting. It also restores fragmented files into single contiguous blocks, making hard disk space more accessible to the installer.

Use a disk-optimizing utility, such as Symantec Norton Utilities, to optimize (defragment) each hard disk. For instructions on using a utility, refer to the documentation included with the utility.

20. Check hard disks for damage.

A damaged hard disk can cause installation errors. Check hard disks using a disk utility, such as Apple Disk Utility, Symantec Norton Utilities, or Micromat Drive 10.

Disclaimer: Adobe doesn't support third-party disk utilities but provides the following instructions as a courtesy. For support, contact the developer of the disk utility.

To check for damage by using Apple Disk Utility (included on the system CD):

Start the computer from the system CD.
Choose Installer > Open Disk Utility.
Select the disks to be checked, and then click the First Aid tab.
Click Repair to check and, if necessary, repair selected disks.

21. Scan for viruses.

Use current anti-virus software, such as McAfee Virex or Symantec Norton AntiVirus, to check the system for viruses. Make sure that you have the latest virus definitions for the anti-virus software you use. Although virus infections are rare, they can cause unexpected system behavior, including installation errors. Running virus-detection software regularly (for example, daily) prevents viruses from damaging software on the system. For instructions on running or obtaining the latest updates to the virus-detection software, refer to its documentation.

22. Troubleshoot ICC profiles.

A system error can occur if Illustrator accesses a damaged ICC profile. Troubleshoot ICC profiles to determine if they cause the problem:

Move all profiles from the following folders to the desktop:
- Library/ColorSync/Profiles folder
- Library/Application Support/Adobe/Color/Profiles
- System/Library/ColorSync/Profiles
Restart Illustrator, and try to re-create the problem:
- If the problem recurs, move the profiles to their original location.
- If the problem doesn't recur, move one profile at a time to its original location and then repeat step 2 until you identify the profile that causes the problem.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reformatting your hard disk or by determining if hardware is conflicting with Illustrator.

Disclaimer: Adobe doesn't support hardware and provides these tasks as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, then you may void the computer's warranty.

Note: Before you remove or rearrange hardware, turn off and disconnect the power to the computer and any peripheral devices.

23. Use the Activity Monitor to identify and quit processes that may be using large amounts of system resources.

To ensure that Illustrator has enough system resources, use the Activity Monitor to quit processes that use more than 30% of the system resources.

Choose Go > Applications.
Open the Utilities folder, and then double-click on Activity Monitor.

Note: If the Process Listing window doesn't appear, then choose Window > Process Listing.
For Activity Monitor, go to View> Update Frequency and select "less often (5 seconds). For Process viewer, set Sample Every to 5 seconds.
Select each process that uses more than 30% of the CPU, and choose View>Quit Process (Activity Monitor) or Processes > Quit Process (Process Viewer).

24. Install to a different hard disk that is designated as the startup disk.

Install the system software on a different hard disk (not a different partition on the same disk) and then specify that disk as the startup disk. Then, install Illustrator to the new hard disk.

To specify the startup disk:

Choose System Preferences from the Apple menu.
Select Startup Disk from the System selections.
Select the drive to which you reinstalled the system software.
Restart the computer.

25. Check for damaged PCI or PCX cards.

Damaged or incompatible PCI or PCX cards can cause system errors. To check PCI or PCX cards, turn off your computer, remove any processor accelerator cards, video cards, or other installed expansion cards, and then restart the computer.

26. Disconnect peripheral devices.

Disconnect peripheral devices one at a time. Peripheral devices include devices connected by FireWire, USB, Serial ATA, IDE, or SCSI. If an error doesn't occur when an external device is disconnected, then there may be a problem with the device, the cable, or the connection. Contact the manufacturer of the device for troubleshooting steps for the device.

27. Check for problems with RAM modules.

Ensure that the RAM modules are installed properly and are not the cause by doing one or more of the following:

Change the order of the installed RAM modules.
Remove all but the minimum number of RAM modules needed to run Mac OS and Illustrator , and test to see if the problem persists. If it does, then replace the RAM modules you removed and remove the others, testing again to see if the problem persists. If the problem does not recur, then one or more of the removed RAM modules are the cause. For assistance, contact the RAM manufacturer.

28. Run Illustrator on a different hard drive or computer.

Install and run Illustrator from a different hard drive installed in the same computer or the same hard drive installed in a different computer. If the problem doesn't recur, then the hard drive or the motherboard you were using previously may be the cause. For assistance, contact the manufacturer.