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emilyodw1
Participant
January 2, 2019
Answered

Illustrator CC 2019 just pinwheels when I try to open any of my files.

  • January 2, 2019
  • 2 replies
  • 699 views

I updated al of my Adobe Cloud apps and suddenly I can't open any of my Illustrator files using ANY version of Illustrator, including Illustrator CC 2019.

I have restarted numerous times. Gotten rid of my preferences. Rebooted, Uninstalled, Reinstalled Illustrator. Deleted the entire contents of the OOBE folder. Logged out and back into my Adobe Cloud account.  I have tried to install an older version of Illustrator. I have tried opening my files in all different  manners. None of these things have fixed/solved  the problem.

My Adobe Cloud account is up to date and performing properly.

I am at a loss!

Please help!

I have two ads due tomorrow...

macOS Sierra

Version 10.12.6 (16G1710)

MacBook Pro: (15-inch, 2017)

Processor: 2.8 GHz Intel Core i7

Memory: 16 GB 2133 MHz LPDDR3

Start ip disk: Macintosh HD

Graphics: Intel HD Graphics 630 1536 MB

    This topic has been closed for replies.
    Correct answer Bill Silbert

    When you uninstalled and reinstalled did you do it in the following manner?:

    In the app section of your Creative Cloud desktop app click on the “V” next to the app’s (Illustrator) name and choose the “Uninstall” option from the pull-down menu that appears. After you’ve run the uninstall then use the Creative Cloud Cleaner Tool Use the Creative Cloud Cleaner Tool to solve installation problems  . Then reinstall the program through the Desktop app. Before you reinstall, once again trash all preference files to make sure that your install is completely clean. Then launch Illustrator and see if the problem persists.

    Hopefully, the cleaner tool can get rid of any artifact that may be responsible for the problem that you're having.

    2 replies

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    January 2, 2019

    Is a printer connected, set up as the default printer and turned on? If not, install a printer first.

    Where are your files located?

    Bill Silbert
    Community Expert
    Bill SilbertCommunity ExpertCorrect answer
    Community Expert
    January 2, 2019

    When you uninstalled and reinstalled did you do it in the following manner?:

    In the app section of your Creative Cloud desktop app click on the “V” next to the app’s (Illustrator) name and choose the “Uninstall” option from the pull-down menu that appears. After you’ve run the uninstall then use the Creative Cloud Cleaner Tool Use the Creative Cloud Cleaner Tool to solve installation problems  . Then reinstall the program through the Desktop app. Before you reinstall, once again trash all preference files to make sure that your install is completely clean. Then launch Illustrator and see if the problem persists.

    Hopefully, the cleaner tool can get rid of any artifact that may be responsible for the problem that you're having.

    E
    emilyodw1Author
    Participant
    January 2, 2019

    Hi Bill,

    First, thank you for responding! I went through the steps you provided and Illustrator CC 2019 is FINALLY working!

    Thank you!

    --Emily

    Bill Silbert
    Community Expert
    Bill SilbertCommunity Expert
    Community Expert
    January 2, 2019

    Great. Happy to help.

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