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looeeze1111
looeeze1111
Participating Frequently
March 31, 2018
Answered

Unable to open files in Illustrator

  • March 31, 2018
  • 3 replies
  • 3211 views

I am able to launch AI, but when I try to open a file I get the beachball. When I try to open AI by clicking on a file, it won't open at all. I just upgraded to AI CC 2018, which has not helped. I have made sure my printer is on, and unchecked GPU. My files range from 1.7mb to 269mb.

MacBook Pro

High Sierra 10.13.3

Illustrator CC 2018

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

    According to the system specifications, 18 GB should be sufficient.

    But if other applications are running while you're installing, then it might be less free space, since the other apps might use the space for virtual memory.

    You might try and fix the install issue by running the Adobe Cleaner tool. Use the Creative Cloud Cleaner Tool to solve installation problems

    If it doesn't work, please contact Customer Care:

    Contact Customer Care

    They can look into your computer.

    3 replies

    looeeze1111
    looeeze1111Author
    Participating Frequently
    March 31, 2018

    I am wrong. I think I have just 18 gb- is this the problem? I apologize for being clueless about this!

    looeeze1111
    looeeze1111Author
    Participating Frequently
    March 31, 2018

    Monika Gause
    Community Expert
    Monika GauseCommunity ExpertCorrect answer
    Community Expert
    April 1, 2018

    According to the system specifications, 18 GB should be sufficient.

    But if other applications are running while you're installing, then it might be less free space, since the other apps might use the space for virtual memory.

    You might try and fix the install issue by running the Adobe Cleaner tool. Use the Creative Cloud Cleaner Tool to solve installation problems

    If it doesn't work, please contact Customer Care:

    Contact Customer Care

    They can look into your computer.

    S_Gans
    Community Expert
    S_GansCommunity Expert
    Community Expert
    March 31, 2018

    It sounds like your High Sierra system has a problem - likely a permissions issue (although those aren't supposed to happen anymore). Used to be, we could repair those through Disk Utility, but they've removed that function.

    I suggest you do RUN Disk Utility (from Finder got to the Go Menu>Utilities>Disk Utility), then run repair disk. THEN, follow the annoying instructions on this Apple page. (Resolve issues caused by changing the permissions of items in your home folder - Apple Support)

    Hopefully, that'll make your app work correctly again. Even if it doesn't - if you do as written, it won't hurt anything, and should be a regular part of maintenance.

    Adobe Community Expert / Adobe Certified Instructor
    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    March 31, 2018

    Where are your files located?

    What's in the files? Are there linked files? Fonts?

    Do you have font management?

    Do you have third party plugins installed?

    Can you create new files?

    When did you last restart your computer?

    Did you reset preferences when updating/after updating?

    Which kind of hardware is it? a 4K or 5K system?

    looeeze1111
    looeeze1111Author
    Participating Frequently
    March 31, 2018

    Thanks for your help! Everything worked fine until about 2 weeks ago. I can't figure out what has changed to bring this on.

    Where are your files located? In folders on desktop

    What's in the files? Are there linked files? Fonts? They are graphic design files, pretty basic (I think!), some have PS files in them. But I am unable to open even the simplest text-only files, too. I am not using any imported fonts- just what is available in AI and PS

    Do you have font management? No

    Do you have third party plugins installed? No

    Can you create new files? I can open AI and create a new file, but I get the beachball when I try to save.

    When did you last restart your computer? Just now- no apparent affect

    Did you reset preferences when updating/after updating? Is that holding down shift/control/option? I did it after updating.

    Which kind of hardware is it? a 4K or 5K system? Not sure where to find that info.

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    March 31, 2018

    Can you perhaps tell what you did on your system 2 weeks ago?

    Updating something?

    Installing something?

    Did this ever work on CC2018? Are you on CC2018 or 2018.1 (which is the latest version)? Check "About Illustrator"

    How much space is there left on the harddisk?

    Sorry for the question about the 5K - I read the question again, it's a Macbook.

    4K and 5K are these very large iMacs.

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