Illustrator 26.2.1 not responding when creating a new file

Question

Hello there,

I have a bunch of problems with Illustrator CC 26.2.1.

It looks like it can't create a new file from the startup screen or open any older files from my Finder.

I tried uninstalling and reinstalling it a few times, ran the Log Tool and the Cloud Cleaner Tool to see if it fixed anything, but nothing works.

Is there anyone that faced the same problem, and could help me solve this issue?

B H

Anubhav M · Accepted Answer

Hello @bastien habegger,

Sorry to hear about this experience. Please confirm the exact version of the macOS. Is this an Apple M1-based machine?

I would request you run Illustrator under the root user account and check if it works. If it does, kindly follow these steps under your regular account:

Fix file permissions by following the steps in this article: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html
Add Illustrator to Full Disk Access under System Preferences

Go to System Preferences > Security and Privacy > Full Disk Access > Check Adobe Illustrator. It will ask you to quit Illustrator and relaunch it again.

If that does not help, I would request you to please check whether disabling GPU performance and Animated zoom under Illustrator's preferences helps or not.

Looking forward to your response.

Thanks,

Anubhav

Mike_Gondek10189183 · Answer

What mac OS are you running? Is the Adobe Cloud up & running without error? Running the cloud cleaner should have reset your OOBE, but not 100% sure so posting incase helps.

OOBE RESET MAC

Quit the Creative Cloud desktop app (100% you must do this)
/Users/<user folder>/Library/Application Support/Adobe/OOBE
The \Users\<user folder>\Library\ is hidden by default for macOS 10.7 and above. See Access hidden user library files | Mac OS 10.7 and later for instructions to access it.
Delete all the files within the OOBE folder, but do not delete the folder itself.
Restart the computer and launch the Creative Cloud desktop app again.
Delete all the files within the OOBE folder, but do not delete the folder itself.
Restart the computer and launch the Creative Cloud desktop app again.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded