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LottieGuhl
Inspiring
March 17, 2024
Answered

Illustrator will not open

  • March 17, 2024
  • 3 replies
  • 1248 views

I have Windows 10, 64 bit. 

Recently I was using AI, including the new measurement features (beta?), and my project crashed. Now, I cannot open AI. I have repaired/uninstalled/reinstalled Creative Cloud, updated my Graphics Driver, and run the log collection tool, all while restarting in between. 

All other apps I try open. When I try and open AI, it starts to load then just disappears. There are no error codes/messages to tell what has happened. Is there another troubleshooting step I can take. I think I have tried all the suggested ones. Maybe this is a glitch with the (beta?) measuring tool? 

    This topic has been closed for replies.
    Correct answer Monika Gause

    Did you use the Cleaner tool between uninstalling and reinstalling? https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

    3 replies

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    LottieGuhlAuthor
    Inspiring
    March 17, 2024

    So. I figured it out. I had choosen 'keep' when uninstalling the app, which kept the preferences. However, using the CTRL, SHIFT, ALT keys hadn't reset the preferences (which I assumed it would, since those are the instructions). I found the file with the preferences and was leery to delete a random folder without being 100% sure that was the folder (it isn't actually labelled preferences). I noted that it disappeared when I uninstalled and did not KEEP the system info as prompted, then reappeared. The folder was under AppData/Roaming/Adobe/Adobe Illustrator and then the version number, if you are looking for the preferences folder to delete. Adobe tells you:

    %AppData%\Adobe\Adobe Illustrator <version> Settings 

    I found a couple of settings folders but neither seemed to be the correct one (maybe they were?). So I suggest using the uninstall and not keeping your preferences if you run into this problem. The wording on the prompt could be clearer since the preferences are almost always the problem. 

    Monika Gause
    Community Expert
    Monika GauseCommunity ExpertCorrect answer
    Community Expert
    March 17, 2024

    Did you use the Cleaner tool between uninstalling and reinstalling? https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

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      LottieGuhlAuthor
      Inspiring
      March 17, 2024

      Yes, I did use that and it didn't help. It fully removed CC and then I reinstalled it. 

      L
      LottieGuhlAuthor
      Inspiring
      March 17, 2024

      I forgot to mention I also restarted the Credential Manager. I tried signing out and signing back in to my account and rolling back to version 28.2 from 28.3.  Nothing works so far. 

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