Illustrator 2020 won’t launch on macOS

Question

I've tried to launch Illustrator both by clicking on the app and by double clicking on my actual Ai file, and either way the app icon just keeps bouncing up and down and won't launch. Please advise. I've attached an image of a message that pops up.
 
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Srishti_Bali · Accepted Answer

Hi there,

We're so sorry to hear that you're having trouble. Could you please share the details asked by Monika? You may also try resetting preferences by following these steps and let us know how it goes:

Close all Adobe applications.
Go to locations
~/Library/Caches
~/Library/Application Support/Adobe
~/Library/Preferences
Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 24 Settings.old
Launch Illustrator from the Creative Cloud.

Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.

Regards,

Srishti

Monika Gause · Answer

Please don't attach screenshots and embed in the message instead. Also: please rotate your images so they are legible.

Please tell us which version exactly on which system exactly it is.

Is this a new install? Did it ever work?

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