Illustrator home doesn't load and unable to open a file

Question

Hi!

all of a sudden my Illustrator crushed. I've tried reseting the computer, Uninstalling and reinstalling an older version but nothing seems to be woeking. I've managed to open a simple png but the minute itry to open an Illustrator file it stucks everything 😞

would appriciate some suggestions

Thank you

Anubhav M · Accepted Answer

Hello @mia24849885cjus,We have an update from the product team! A backend fix has been applied. Please restart Illustrator to see if the issue is resolved.If it persists, follow these steps:1. Close all Adobe apps, including the Creative Cloud desktop app.2. Navigate to the following folder location:Mac: ~/Library/Caches/Adobe/CCX Welcome folderWindows: %userprofile%\AppData\Roaming\Adobe\CCX Welcome\3. Locate the folder named CCX Welcome and rename it to CCX Welcome.old.4. Relaunch the Creative Cloud desktop app, then reopen Illustrator.Let us know if this resolves the issue!Anubhav

Monika Gause · Answer

Can you try the things mentioned in here: https://community.adobe.com/t5/illustrator-discussions/illustrator-is-stuck-on-this-black-screen/td-p/11427549

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