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Question

Unable to open/create files - Illustrator 28.6 on Windows

Forum|Forum|1 year ago
September 29, 2024
2 replies
488 views

If I open an existing Illustrator file, the program freezes on a blank screen and nothing happens. I can open the program Illustrator, but if I wan't to open a file from there or create a new file, also here the program freezes . I use the most recent Illustrator version (28.6). I uninstalled and re-installed the program, but had exactly the same problem after that. I installed an older version (Illustrator 27.7), but also with that version the same problem appears. Yesterday everything worked fine, nothing changed on my computer since then (no updates, no crashes). Photoshop and Indesign are working fine. I use Windows 11.

Bug

This topic has been closed for replies.

Monika Gause

Community Expert

Please check out Anubhav's answer here: https://community.adobe.com/t5/illustrator-discussions/illustrator-opens-with-blank-window/td-p/9227237

M

miecheld97659662Author

Participant

Thanks, that answer I didn't see before and seems to be a good solution. But how do I enter the preferences dialogue when Illustrator freezes immediately after starting up? As soon as I try to click on 'file', the program gets stuck.

Anubhav M

Community Manager

Hello @miecheld97659662,

I am sorry to hear about your experience. Would you mind updating the OS and Illustrator (28.7.1) to the latest version and checking if it helps?

If the problem persists, try resetting Illustrator's preferences by pressing and holding Alt+Control+Shift (Windows) or Option+Command+Shift (macOS) as you start Illustrator. The new preferences files are created the next time you start Illustrator. If that does not work, try manually resetting the preferences and checking if it helps:

For macOS

• Close all Adobe applications.

• Go to the following locations

• ~/Library/Caches

• ~/Library/Application Support/Adobe

• ~/Library/Preferences

• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 28 Settings.old

• Launch Illustrator from the Creative Cloud.

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

For Windows

- Close all Adobe applications.

- Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe

- Rename Adobe Illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old and Adobe Illustrator - 28 Settings.old

- Relaunch Illustrator from Creative Cloud

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders in case you want to. The location is mentioned above.

Looking forward to hearing from you.

Thanks,

Anubhav

M

miecheld97659662Author

Participant

I said before that I can open the programm Illustrator, but that is not true - I was able once or twice, but now each time when I open Illustrator (28.6 but also 27.7) it seems to work, but freezes on the menu screen before I can do anything.

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