Participant

Question

Adobe Illustrator will not load, libraries will not sync, Illustrator will not save as.

Forum|Forum|1 year ago
April 7, 2025
3 replies
292 views

Adobe Illustrator will not load, libraries will not sync, Illustrator will not save as. The entire creative cloud has been uninstalled, reinstalled (twice), same issue persists. I used the CCLibrary.dmg reset app/patch which didn;t work. The MacOS is updated to the latest version / patch level. VPN and firewalls disabled. Nothing works.

Adobe Chat Agent support just says we will transfer you to technical support then they just disconnect you and nothing (this occuired 5 times). AI Chatbot support does not recognise that Illustrator is not Lightroom and just goes into an endless pointless loop with the annoying reponse "Sorry I'm just learning" then it gives you the helpful option to ask about billing or cancel your account. I wasted two hours on this yesterday.

Now Illistrator is completely non-functional. In depsperation I'm asking the community crowd source support since Adobe does not seem intrested in providing paying customers with actuall pratical support options. Help please!

kglad

Community Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from cc desktop bugs">

A

Andrew28988396a7agAuthor

Participant

New chapter... clicking get chat support is disabled...it just does nothing. made a screen recording of it as I know Adobe will say user error. That is if i could ever get through to support.

Anubhav M

Community Manager

Hello @Andrew28988396a7ag,

Would you mind trying the following steps and checking if they help:

- Close all Adobe applications.

- Rename the UXP folder to UXP.old from the following location:

(Windows) Navigate to C:\Program Files\Common Files\Adobe\UXP

(macOS) Navigate to Macintosh HD/Library/Application Support/Adobe/UXP

- Relaunch Illustrator

Looking forward to hearing from you.
Anubhav

A

Andrew28988396a7agAuthor

Participant

Many thanks, I did try it but the issue persists. I also removed CC and all bianries per the help articles and did a third reinstall. It's actually worse. Although the error message is now just "the cloud isn't syncing", learn more...

A

Andrew28988396a7agAuthor

Participant

So Illustrator will not even save now. The Save and / or Save as dialogue box opens but it is just blank... A days work gone!

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