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Participant
August 13, 2024
Question

Illustrator will not start on my work PC anymore - "Requires the preferences folder to be reset"

  • August 13, 2024
  • 1 reply
  • 289 views

I am the IT guy posting on Kims behalf - we are using 3 windows PC's that was built for 3 seperate graphic designers. All of the PCs are the same. All 3 of the PCs have the same exact issue. No other adobe app in the entire suite (they use a TON of adobe programs) has this issue. I have performed all of the expected troubleshooting that Adobe gives - plus another 10 lbs from what the internet tells me. Nothing has budged it. The only common factor between these 3 people other than that their PCs are the same, is that they are all not using an admin account within our domain. They are just standard user accounts. So, since they are user accounts, now we know they dont have FULL ACCESS to the hard drive/SSD/OS Drive. Nor any drive. For safety reasons, and for preventative issue reasons as well. Not that this stands in the way of anything, because every other Adobe app opens up. I don't mean to make that seem serious either - they literally are 1 step under full access. They just don't have the full access button selected on the permission box. So these people have more than enough access granted to each and any drive necessary to work. We are just stumped and forced to resort to illustrator on the web, which all 3 of the designers absolutely hate. 

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1 reply

Community Expert
August 14, 2024

From the thread's subject line I thought at first Illustrator's Preferences file needed to be reset. That's pretty easy to do. Press and hold Ctrl+Alt+Shift whlie lauching Illustrator. But that's not what the error message in the "KANE.png" image says.

 

The error message is saying Illustrator does not have read-write access to the Preferences folder on the hard disc. Is it possible for you to change the permissions level just for the affected folder without having to change the entire user account to an admin level account? IIRC, modern versions of Windows can modify permissions down to the folder and file level.

 

Any creative application from Adobe is going to have to be able to write to the hard disc just to be able to function. Scratch disc use is one thing (a very big deal for Photoshop use). Premiere Pro and After Effects are especially disc intensive.

Anubhav M
Community Manager
Community Manager
August 14, 2024

Hello @kimberlyb82277791,

Thanks for reaching out and sharing your observations. As Bobby suggested read-write permissions are essential for Illustrator to work properly. Some specific folders will need to be granted permissions for this, you can learn more about the exact directories in this help article (https://adobe.ly/3MpNuYt).

Feel free to reach out if you have more questions or need assistance. We'd be happy to help.

Thanks,
Anubhav