Skip to main content
shannonwbrown
shannonwbrown
Inspiring
November 15, 2018
Question

Illustrator CC 2019 Unresponsive

  • November 15, 2018
  • 2 replies
  • 1539 views

Illustrator 2019 launches fine and allows me to create a document and select tools, but then it's entirely unresponsive. The top menus are grayed out, and I'm unable to do anything on the canvas (e.g. draw a box, type text, etc.).

This occurred after updating from High Sierra to Mojave today.

The only way to close the app is to force quit it.

Any help would be appreciated.

Mac Pro

24GB RAM

OS Mojave (10.14)

This topic has been closed for replies.

2 replies

marliton
Community Expert
marlitonCommunity Expert
Community Expert
February 2, 2019

Hi. Try restoring the lllustrator preferences: How to set preferences in Illustrator

Marlon Ceballos
DruHouston
DruHouston
Participating Frequently
June 28, 2019

I have re-installed Illustrator once already, and just yesterday tried the Preferences reset. 

Neither one has worked, now every time I open a file in Illustrator 23.0.4 (CC 2019)

  • Menus are all greyed out (even the Illustrator CC Menu)
  • Unable to toggle or select any of the tools,
  • The only option is to Force Quit even though according to the finder the app is running  (do not ever see the red "App is not responding" message)

System specs are:

Srishti_Bali
Srishti_Bali
Legend
June 28, 2019

Hi there,

Thanks for reaching out. As per your query, Illustrator is freezing, all the menus are grayed out and it is not even allowing to close the application. I would request if you can share a few more details like:

  • Is the issue related to a specific document(s)/asset(s)? If yes, can you please share the document(s)/asset(s) with us? You can upload it to the creative cloud and share the download link.
  • Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)?
  • Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.

You can also try these steps and share your observations:

  • Turn of Dictation from system preferences:

      

  • Turn of iCloud sync from system preferences:

   

If nothing helps. Reboot system in Safe mode: Start in Safe Boot mode for Adobe products on Mac OS X

Looking forward to your response!

Regards,

Srishti

barbara_a7746676
Community Expert
barbara_a7746676Community Expert
Community Expert
November 15, 2018

First check if you have the current version of Illustrator. Adobe released a bug fix a few days ago. Illustrator CC 2019, release 23.0.1.

DruHouston
DruHouston
Participating Frequently
February 1, 2019

Having same issue, and yes I have the latest updates through Creative Cloud desktop.

Also reinstalled Illustrator v 23.01 and still getting this same issue.

  Model Name: iMac

  Model Identifier: iMac12,2

  Processor Name: Intel Core i5

  Processor Speed: 3.1 GHz

  Number of Processors: 1

  Total Number of Cores: 4

  L2 Cache (per Core): 256 KB

  L3 Cache: 6 MB

  Memory: 8 GB

  Boot ROM Version: 82.0.0.0.0

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
February 1, 2019

Is a printer connected and turned on? If not connect one. If that still doesn't help, contact support immediately (because there won't be support during weekend)

Contact Customer Care

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices