Inspiring

Question

Illustrator (and Photoshop) 2018 will not open "there's a problem".

Forum|Forum|8 years ago
October 25, 2017
9 replies
10654 views

I'm trying to launch the 2018 versions of Illustrator and Photoshop and get the following (replace Illustrator with Photoshop for that app):

Adobe Illustrator cannot be opened because of a problem.

Check with the developer to make sure Adobe Illustrator works with this version of macOS. You may need to reinstall the application. Be sure to install any available updates for the application and macOS.

Click Report to see more detailed information and send a report to Apple.

Report gives the following:

Process: Adobe Illustrator [40866]

Path: /Applications/Adobe Illustrator CC 2018/Adobe Illustrator.app/Contents/MacOS/Adobe Illustrator

Identifier: com.adobe.illustrator

Version: 22.0.0 (22.0.0)

Code Type: X86-64 (Native)

Parent Process: ??? [1]

Responsible: Adobe Illustrator [40866]

User ID: 298923382

Date/Time: 2017-10-25 15:13:59.392 -0400

OS Version: Mac OS X 10.12.6 (16G29)

Report Version: 12

Anonymous UUID: BB0E8218-F660-CF83-55D2-C61301AAC38C

Time Awake Since Boot: 19000 seconds

System Integrity Protection: enabled

Crashed Thread: 0

Exception Type: EXC_CRASH (SIGABRT)

Exception Codes: 0x0000000000000000, 0x0000000000000000

Exception Note: EXC_CORPSE_NOTIFY

Termination Reason: DYLD, [0x1] Library missing

Application Specific Information:

dyld: launch, loading dependent libraries

Dyld Error Message:

Library not loaded: @6878337_path/../Frameworks/AdobeCrashReporter.framework/Versions/A/AdobeCrashReporter

Referenced from: /Applications/Adobe Illustrator CC 2018/Adobe Illustrator.app/Contents/MacOS/Adobe Illustrator

Reason: no suitable image found. Did find:

/Applications/Adobe Illustrator CC 2018/Adobe Illustrator.app/Contents/MacOS/../Frameworks/AdobeCrashReporter.framework/Versions/A/AdobeCrashReporter: open() failed with errno=13

Binary Images:

0x100000000 - 0x101515ff7 +com.adobe.illustrator (22.0.0 - 22.0.0) <902361DC-BC53-3F2F-8802-D4895803A5B9> /Applications/Adobe Illustrator CC 2018/Adobe Illustrator.app/Contents/MacOS/Adobe Illustrator

0x10172f000 - 0x102474fff +com.adobe.ICUData (4.0 - 3.61) <8726D6A3-3921-3AB2-94D5-062E9EA297DB> /Applications/Adobe Illustrator CC 2018/Adobe Illustrator.app/Contents/Frameworks/ICUData.framework/Versions/4.0/ICUData

0x102488000 - 0x1024baff7 +com.adobe.pip (7.4.1.89.46528) <3A3C69F2-739A-3E3E-86A5-7BFA5BAB2A8D> /Applications/Adobe Illustrator CC 2018/Adobe Illustrator.app/Contents/Frameworks/AdobePIP.framework/Versions/A/AdobePIP

0x1024c6000 - 0x102661fff +com.adobe.headlights.LogSessionFramework (7.4.1.89.46528) <470407DF-3A7B-3FD4-9F39-69428451C33F> /Applications/Adobe Illustrator CC 2018/Adobe Illustrator.app/Contents/Frameworks/LogSession.framework/Versions/A/LogSession

0x106c8e000 - 0x106ccbdc7 dyld (433.5) <322C06B7-8878-311D-888C-C8FD2CA96FF3> /usr/lib/dyld

0x7fff97dc9000 - 0x7fff98ba2ff3 com.apple.AppKit (6.9 - 1504.83.101) <AE51ACB3-D501-3F91-B369-3D3711F24D0A> /System/Library/Frameworks/AppKit.framework/Versions/C/AppKit

0x7fff98bb4000 - 0x7fff98bb4fff com.apple.ApplicationServices (48 - 48) <DA687F9A-7B2D-342B-8796-16E45344F853> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/ApplicationServices

0x7fff99841000 - 0x7fff99841fff com.apple.Carbon (154 - 157) <69F403C7-F0CB-34E6-89B0-235CF4978C17> /System/Library/Frameworks/Carbon.framework/Versions/A/Carbon

0x7fff99cf9000 - 0x7fff99cf9fff com.apple.Cocoa (6.11 - 22) <85EDFBE1-75F0-369E-8CA8-C6A639B98FA6> /System/Library/Frameworks/Cocoa.framework/Versions/A/Cocoa

0x7fff9b154000 - 0x7fff9b154fff com.apple.CoreServices (775.19 - 775.19) <7255917D-EFBB-3BE2-A8FD-DAD631BC0949> /System/Library/Frameworks/CoreServices.framework/Versions/A/CoreServices

0x7fff9bd07000 - 0x7fff9c0adfff com.apple.Foundation (6.9 - 1349.91) <A37CB4EC-0730-3DD6-9358-60491BF40EF2> /System/Library/Frameworks/Foundation.framework/Versions/C/Foundation

0x7fff9c26e000 - 0x7fff9c304ff7 com.apple.framework.IOKit (2.0.2 - 1324.60.3) <7CE4C98B-107C-3AAA-B49A-F2ACFCBBF526> /System/Library/Frameworks/IOKit.framework/Versions/A/IOKit

Model: MacBookPro11,5, BootROM MBP114.0172.B25, 4 processors, Intel Core i7, 2.8 GHz, 16 GB, SMC 2.30f2

Graphics: AMD Radeon R9 M370X, AMD Radeon R9 M370X, PCIe, 2048 MB

Graphics: Intel Iris Pro, Intel Iris Pro, Built-In

Memory Module: BANK 0/DIMM0, 8 GB, DDR3, 1600 MHz, 0x802C, 0x31364B544631473634485A2D314736453120

Memory Module: BANK 1/DIMM0, 8 GB, DDR3, 1600 MHz, 0x802C, 0x31364B544631473634485A2D314736453120

AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x152), Broadcom BCM43xx 1.0 (7.21.171.130.1a1)

Bluetooth: Version 5.0.5f1, 3 services, 27 devices, 1 incoming serial ports

Network Service: Wi-Fi, AirPort, en0

Serial ATA Device: APPLE SSD SM0512G, 500.28 GB

USB Device: USB 3.0 Bus

USB Device: USB 3.0 HUB

USB Device: AX88179

USB Device: Apple Internal Keyboard / Trackpad

USB Device: Bluetooth USB Host Controller

USB Device: USB 2.0 HUB

USB Device: Keyboard Hub

USB Device: Apple Keyboard

USB Device: Plantronics C320

Thunderbolt Bus: MacBook Pro, Apple Inc., 27.1

This topic has been closed for replies.

N

NPBG

Participant

I had the same problem with illustrator.
All the programs work on my macbook, but illustrator doesn't work I tried multiple things:

Uninstall illustrator 2018

(both versions)
Reinstall 2018 (both versions)

Uninstalled illustrator 2018 (both versions)
Reinstalled 2017

And it keeps giving me the same message, the one here from above.

I even uninstalled adobe cc completely and installed al programs, and it still doesn't work....

Could someone help me out?

michaeln83764497

Participant

This has happened to me as well. When the program does not launch, go to your mac utilities menu and select the activity monitor. If Illustrator (or photoshop) shows up in the program list in the activity monitor list double click it and select quit. This clears it up for me

A

Anonymous

OK so I have a solution, at least for Photoshop CC 2018.

I contacted Adobe Customer Support, they sent me a link to download an offline installer and when I installed it, it opened Photoshop without any problems. So I recommend trying that.

W

wanderingcrow

Known Participant

Same problem. It comes and goes (seemingly on its own). It's really frustrating. With Adobe XD, I started to have some hope that Adobe was getting better, but this is getting aggravating.

N

nyfemanAuthor

Inspiring

Yes, the latest release of Ps, Pr and Ae led to a redux of this error. After time spent with Adobe support, the old reliable "roll it back until it works" answer was given.

Adobe: I work in an Agile environment and get the drive to release, but this is twice now you've rendered the software I do my daily work with unusable. How does this get through QA without setting off alarms?

Al

U

ugacdawg

Participant

Woke up this morning to this exact same problem after allowing Adobe CC to update... my question to you guys... what's the right way to 'roll back'? Are there some instructions to make this simple so I do not lose the current project that I'm working on? Thanks.

N

nyfemanAuthor

Inspiring

Hey @ugacdawg -- How I do it (Mac):

Click on your Creative Cloud bug (for me, it's on the right side of the menu bar)

Click Apps

Click the dropdown arrow on the right side of the button for your desired application (it could say Open, Install or Update)

From the dropdown, select Other Versions

From the pop-up window, select the last working version you had.

Downside is, you'll never know when they've fixed the current version without trial, error and re-downloading...

bailes88

Participant

Hi nyfeman I am having the same issues. I already updated to Illustrator 2018 last week and everything worked fine but this morning i had an "update' I had to do so i clicked update. Got an eror 3-4 times. So I uninstalled it and trying to re-install it and getting errors again. I don't understand where to rename what file.

Adobe Creative Cloud see if anyone can help. Please!

DKrape

Participant

Having a similar issue after updating to the most recent version of Illustrator (the recent bug fix). I uninstalled and installed the prior version (22.0.0) and now it is working fine.

Here's the error I'm getting on the newest version, which I'd guess would be 22.0.1 or something.

A

Anonymous

I'm having the same issue as DKrape; it's a fresh installation on a brand new MacBook Pro (I had a Windows computer before). Photoshop installed but won't even open.

R

rachelschmexy

Participant

I also cannot get Illustrator to completely open. Out of My 17 attempts in the last hour, half have not been able to start at all. The other half will get the to initial screen to either open or create a new document. It crashes when I try to do either. I am currently reinstalling the 2017 version. This is all really frustrating. Oh and I had to force quit Photoshop CC 2018. I'm assuming that will be my next hurdle to try and open.

N

nyfemanAuthor

Inspiring

For anyone finding this along the way... spent an hour with Adobe last night with no resolution. We were able to re-install Ai and Ps 2017, which both still work. Next level of support is supposed to contact me today.

Bill Silbert

Community Expert

Did you make sure that when you installed and reinstalled that "Import previous settings and preferences was unchecked (see screen shot):

If you did not then you will have to manually make sure that all previous preference files for Illustrator are deleted making sure that Illustrator is closed when you do so. You can then open CC 2018, save a test file and then quit it so that a new CC 2018 only preference folder will be created. (This is all based on a test I did that showed that when an older preference file exists CC 2018 did not create a complete preference folder). At this point I would restart the computer and once rebooted launch Illustrator and hopefully your problem will be solved.

To manually delete preferences:

With Illustrator closed launch a Finder Window in column view and click on your home folder. With the Option Key pressed choose Library from the Finder Go Menu. Within the Library folder find the folder called Preferences and within it find the following two files and delete them: “Adobe Illustrator <Version #> Settings” (earlier versions of Illustrator might just say “Adobe Illustrator”) and “com.adobe.Illustrator.plist”. When Illustrator is next launched it will create new preference files and the program will be restored to its defaults.

After you’ve reset up the program (make sure that no document window is open) to your liking, it is a really good idea to create copies of your personalized “mint” preference files (make sure that you quit the program before copying them—that finalizes your customization) and use them in the future to replace any corrupt versions you may need to delete.

For Photoshop follow the same path as above but delete the folders that say Adobe Photoshop Paths and Adobe Photoshop Settings as well as the one that says com.adobe.Photoshop.plist.