Cannot open illustrator 21 or photoshop 21

Question

Hi,

I recently updated to Illustrator 21 and Photoshop 21, but find that both apps freeze at the loading stage or screen. One time, Illustrator was able to get past the loading window, but froze again once I selected an .ai file to open. I had to keep force quitting both applications as they were stuck for so long. How can I fix this? I need to work on projects asap but cannot get anything to work.

kglad · Answer

you can either roll back to a previous working version (by properly uninstalling* the current and properly installing the previous**) or you could try resetting your preferences:

illustrator: http://helpx.adobe.com/illustrator/using/setting-preferences.html
photoshop: https://helpx.adobe.com/photoshop/using/preferences.html

*https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

**you can install the latest and 1 version prior versions using the cc desktop app. you must have a subscription because previous versions are not available with trials. other versions are revealed after clicking file preferences>apps>tick show older apps (at panel bottom).

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