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mia24849885cjus
Participant
Oct 15, 2024 4:32 PM UTC
Answered

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

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
Anubhav MCorrect answer
Community Manager
Oct 15, 2024 5:14 PM UTC

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 folder
Windows: %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

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5 replies

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
Oct 15, 2024 5:07 PM UTC

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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Anubhav M
Community Manager
Anubhav MCommunity ManagerCorrect answer
Community Manager
Oct 15, 2024 5:14 PM UTC

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 folder
Windows: %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

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    Derya33363293y90s
    Participant
    Jun 20, 2025 8:29 AM UTC

    Hi,

    I had the same issue and when I tried this at first it worked but second time problem happened again. I looked at the file location given and saw the other file named "CCX Welcome" respawned. Now I have CCX Welcome and CCX Welcome.old.

     

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