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CharlesKCousins
Participant
Apr 9, 2020 1:56 PM UTC
Answered

Unable to launch Illustrator CC2020

This just started to happen. I didn't add any new software, I didn't install any new fonts. I could use it fine until today. I can use the previous version (23.1.1) without any problem.

 

I've unstalled/reinstalled, rebooted uninstall/reinstall (no import of preferences etc), reboot, reinstall. I've tried opening it by opening a file on my desktop and not opening the app directly. I deleted the wacommultitouch.framework file.

 

Literally just started today. It was working fine a couple of days ago (last time I opened it). 

 

Anyone having a similar issue?

 

{Renamed by MOD}

    Srishti_Bali
    Srishti_BaliCorrect answer
    Legend
    Apr 9, 2020 6:15 PM UTC

    Hi,

     

    We're extremely sorry to hear about this issue. I can cmpletely understand the frustration at this point. I would request if you could try following these steps and share your observations:

    • Open the crash report given by Illustrator.
    • If you see anything like 
      Faulty module path: Module/Library : OffsetPDFSuite.aip
      Crashed Thread:   36 com.adobe.ccx.start - UXP JavaScript Thread
       
    • Go to following locations and rename "extentions" to "extensions_old"
      Windows:  Program files /common files /Adobe /UXP /extensions
      MAC: /library > application support > Adobe > UXP > extensions

     

     

    Looking forward to your response.

     

    Regards,

    Srishti

    View reply

    21 replies

    KimberlyHart
    Participant
    Apr 30, 2020 3:44 PM UTC

    I was having the same issue and this application worked for me... 😉

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    CharlesKCousinsAuthor
    Participant
    Apr 10, 2020 8:21 PM UTC

    That worked on my Mac. I also tried closing and reopening the program, which went well.

     

    It also booted up a lot faster, which is nice. Is there an explanation for why that may be?

    Translate
      Cesare2008
      Participant
      Apr 10, 2020 5:46 PM UTC

      Hello all, so far the fix Srishti suggested seems to be working for me.

       

      Thanks, 

       

      CT

       

      Translate
        hanss91002160
        Participant
        Apr 9, 2020 8:58 PM UTC

        On my system there is no Adobe>UXP.

        Live in the Netherlands. Any idea?

        Translate
        hanss91002160
        Participant
        Apr 10, 2020 9:09 AM UTC

        sorry found it

        Translate
          hanss91002160
          Participant
          Apr 10, 2020 9:16 AM UTC

          And it worked

          Translate
            Cesare2008
            Participant
            Apr 9, 2020 7:53 PM UTC

            Sleep/Wake UUID: 400BD748-90CA-4E43-9077-6819D4B1021A

            Time Awake Since Boot: 51000 seconds
            Time Since Wake: 15000 seconds

            System Integrity Protection: enabled

            Crashed Thread: 27 com.adobe.ccx.start - UXP JavaScript Thread

             

            so not 36 but 27.

             

            Does your suggested fix still apply?

             

            MacOS 10.13.6

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              Ashutosh_Mishra
              Ashutosh_Mishra
              Inspiring
              Apr 9, 2020 8:11 PM UTC

              It certainly does. Number on thread could be different depending on the user configuration. Please try renaming the suggested folders and see if it helps. Thanks!

              Translate
                Srishti_Bali
                Srishti_BaliCorrect answer
                Legend
                Apr 9, 2020 6:15 PM UTC

                Hi,

                 

                We're extremely sorry to hear about this issue. I can cmpletely understand the frustration at this point. I would request if you could try following these steps and share your observations:

                • Open the crash report given by Illustrator.
                • If you see anything like 
                  Faulty module path: Module/Library : OffsetPDFSuite.aip
                  Crashed Thread:   36 com.adobe.ccx.start - UXP JavaScript Thread
                   
                • Go to following locations and rename "extentions" to "extensions_old"
                  Windows:  Program files /common files /Adobe /UXP /extensions
                  MAC: /library > application support > Adobe > UXP > extensions

                 

                 

                Looking forward to your response.

                 

                Regards,

                Srishti

                Translate
                  YCAdeJong
                  Participant
                  Apr 9, 2020 9:06 PM UTC

                  After updating my home system to v 24.1.1 (to get the work done), this system also has the same crashes.

                  Your solution:
                  Go to following locations and rename "extentions" to "extensions_old"
                  Windows:  Program files /common files /Adobe /UXP /extensions

                  Works on my system, thank you!

                  Translate
                    mauricen53630050
                    Participant
                    Apr 9, 2020 5:02 PM UTC

                    I'm having the same issue today as well. The application keeps crashing when I try to open a file. I hope this gets resolved soon.

                    Translate
                    zammachus
                    zammachus
                    Participant
                    Apr 9, 2020 4:33 PM UTC

                    I am having exactly this issue. AI will boot fully and then close before I can interact with it.

                     

                    Started by it crashing and generating an error report dialog whenever I tried to create a new file or save a recovered one. I uninstalled and reinstalled, at which point the current problem started. Currently running v24.1.1 on a Win10 PC. I'll try to record the screen...

                    Translate
                      zammachus
                      zammachus
                      Participant
                      Apr 9, 2020 4:52 PM UTC

                      It's now generating crash reports.

                      I've tried rolling back to 24.1, but no change. Seems to be stable in 24.0.2.

                      Translate
                      mauricen53630050
                      Participant
                      Apr 9, 2020 5:05 PM UTC

                      I rolled back the version to 24.0.2 as well and that seems to be a temporary fix.

                      Translate
                      Ashutosh_Mishra
                      Ashutosh_Mishra
                      Inspiring
                      Apr 9, 2020 4:16 PM UTC

                      Hi Charles,

                       

                      Would you mind sharing version of OS please? Also, are you getting any error message? You may also share a screenshot or a small video of the workflow so that we can understand it better.

                      Looking forward to your response.

                       

                      Regards,

                      Ashutosh

                      Translate
                      Monika Gause
                      Community Expert
                      Monika GauseCommunity Expert
                      Community Expert
                      Apr 9, 2020 2:18 PM UTC

                      So you only tried double clicking a file? Or do you also try opening the app directly?

                      Which system is this?

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