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Illustrator is stuck on this black screen

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Srishti_BaliCorrect answer

Legend

Hi there,

Sorry to hear about this issue. Please try following these steps one by one and let us know how it goes:

Rename CEP folder from /Library/Application Support/Adobe to CEP.old
If that doesn't help, rename extensions folder from /Library/Application Support/Adobe/UXP to extensions.old
If that doesn't help either, uninstall the application using Cleaner tool (https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) and reinstall from the Creative Cloud Desktop app (https://helpx.adobe.com/in/download-install/using/download-creative-cloud-apps.html).

Let us know if this helps or if you have any further questions.

Regards,

Srishti

M

matteo alessa35373839lh7y

Participant

purtroppo non funziona ancora

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Anubhav M

Community Manager

Hello @matteo alessa35373839lh7y,

We understand that encountering technical issues can be frustrating. Would you mind sharing more details, like the exact version of the OS/Illustrator, system config (CPU/GPU/Memory), and a screen recording of the problem (https://adobe.ly/3OKvJo2), so we can better assist you?

Also, try the following steps and share your observations:
- Close all Adobe applications.

- Rename the UXP folder to UXP.old from the following location:
(Windows) Navigate to C:\Program Files\Common Files\Adobe\UXP
(macOS) Navigate to Macintosh HD/Library/Application Support/Adobe/UXP

- Relaunch Illustrator

Looking forward to hearing from you.

Thanks,

Anubhav

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Denis36635008it9k

Participant

Tengo el mismo problema, instalé desde Creative Cloud InDesign y PhotoShop y trabajo bien con ambos. Eso no ocurre con Illustrator 29.0 (la última que me da Creative Cloud) he seguido todos los pasos indicados y ninguno resulta. Trabajo en una laptop lenovo IdeaPad 5 con AMD Ryzen 7 5700U with Radeon Graphics 1.80 GHz y 16 Gb de memoria RAM. El sistema es Windows 11 Pro 24H2 y solo utilizo microsoft defender. Realicé una instalación limpia del sistema hace 15 días.

Denis

I have the same problem, I installed from Creative Cloud InDesign and PhotoShop and I work fine with both. That does not happen with Illustrator 29.0 (the last one Creative Cloud gives me) I have followed all the steps indicated and none of them works. I work on a lenovo IdeaPad 5 laptop with AMD Ryzen 7 5700U with Radeon Graphics 1.80 GHz and 16 Gb RAM. The system is Windows 11 Pro 24H2 and I only use microsoft defender. I did a clean install of the system 15 days ago.

Denis

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Tori09

Participant

Help me with this please!! The steps you have shown are not clear to me

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Anshul_Saini

Community Manager

Hi @Tori09,

I'm sorry to hear that you're experiencing issues with Illustrator & Photoshop getting stuck on a black screen. Based on the attached screenshot, you might be using an older version of Illustrator & Photoshop. As a first step, I would recommend updating to the latest version of Illustrator, as there were known issues with older versions that have been resolved in the newer versions.

If updating doesn't resolve the issue, please let us know, and we'll explore other potential solutions to help you resolve the problem.

Best,

Anshul Saini

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Chloclok

Participant

nothing works for me, ive tried this

Reset Your Prefs (quick)
Press and hold the 3 modifier keys as you start Illustrator. The new preferences files are created the next time you start Illustrator.
Alt+Control+Shift (Windows)
Option+Command+Shift (macOS)

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Mike_Gondek10189183

Community Expert

Reset Your Prefs (quick)
Press and hold the 3 modifier keys as you start Illustrator. The new preferences files are created the next time you start Illustrator.
Alt+Control+Shift (Windows)
Option+Command+Shift (macOS)

Reset Your Prefs (Mac - more thorough)
Quit Illustrator.
Finder >> Go (hold down option to show hidden) >> library
Preferences>> Adobe Illustrator 24 Settings (rename to Illustrator 24 Settings folder.old)
Preferences >> Adobe >>Adobe Illustrator (rename to Adobe Illustrator.old)
Library- >> Caches >> com.adobe.illustrator (rename to com.adobe.illustrator.old)
Library >> Application Support >> Adobe >> Adobe Illustrator 24 (rename to Adobe Illustrator 24.old)

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Emily34766214zjmd

Participant

Hi! I had this problem with illustrator 28.1 , now 28.2, but I don't have this file. Could this be part of the issue? Many thanks ~

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Monika Gause

Community Expert

Everyone has Preferences. If you do not see them, then maybe you do not have sufficient access privileges.

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Srishti_BaliCorrect answer

Legend

Hi there,

Sorry to hear about this issue. Please try following these steps one by one and let us know how it goes:

Rename CEP folder from /Library/Application Support/Adobe to CEP.old
If that doesn't help, rename extensions folder from /Library/Application Support/Adobe/UXP to extensions.old
If that doesn't help either, uninstall the application using Cleaner tool (https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) and reinstall from the Creative Cloud Desktop app (https://helpx.adobe.com/in/download-install/using/download-creative-cloud-apps.html).

Let us know if this helps or if you have any further questions.

Regards,

Srishti

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