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dasedesigns
Participating Frequently
November 2, 2023
Question

URGENT | Adobe Illustrator 2023/2024 wont open

  • November 2, 2023
  • 5 replies
  • 7451 views

Hello everyone! I'm currently working on a logo project with a tight deadline. I was. using the program 

problem free yesterday.. However since trying to open it this morning it will not work.. I've tried

uninstalling, reinstalling, I've updated my macbook to the newest software update (macOS Montery 12.7.1) etc.. NOTHING is working..

 

The program loads with the loading box artwork per usual, but once the program itself goes to open, it just shows this grey blank screen as you can see attached below.. Where usually you select your canvas siize / recent files to open etc.. BUT I've been at this for hours! Literally tried opening up a recent file from the file menu too and nothing happens.. 

 

Any help would be greatly appreciated!!

    This topic has been closed for replies.

    5 replies

    quatroquattro
    quatroquattro
    Participating Frequently
    December 28, 2023

    I'm having the same issues. Why am I paying $60 a month for programs that don't work Adobe 😕😕

     

      Monika Gause
      Community Expert
      Monika GauseCommunity Expert
      Community Expert
      December 28, 2023

      You can contact Customer Care and have them take a look into your system: https://helpx.adobe.com/contact.html

       

      The forum is 95% volunteers assiting with self help.

      M
      mrcn
      Participant
      December 5, 2023

      Same here. Downgrading to 27.9 was the only solution that hellped. Tried everything. There is no Send Report to Adobe screen after restart. Illustrator just freezes while opening.

      Monika Gause
      Community Expert
      Monika GauseCommunity Expert
      Community Expert
      December 5, 2023

      Contact Customer Care and have them take a look at it: https://helpx.adobe.com/contact.html 

      D
      danmaz74
      Participant
      November 11, 2023

      Hi, I'm having exactly the same problem. The only workaround that worked for me so far was downgrading to version 27.0 - using the latest 27.x version, very oddly, still showed the same issue.

        Anshul_Saini
        Community Manager
        Anshul_SainiCommunity Manager
        Community Manager
        November 13, 2023

        Hi @danmaz74,

         

        I'm sorry to hear that you're experiencing a similar issue. To assist you further, could you please provide the information asked above? This will help the product team investigate and diagnose the problem.

         

        By sharing this information, you'll contribute to the ongoing investigation, and the product team can work on finding a solution. Thank you for your cooperation and patience as we address this issue.

         

        Best,

        Anshul Saini

          D
          danmaz74
          Participant
          November 14, 2023

          Hi @Anshul_Saini , I'm sorry but I deleted all the directories with data/cache/etc during my testing. Right now I've only got the working, older version and its data.

            Anshul_Saini
            Community Manager
            Anshul_SainiCommunity Manager
            Community Manager
            November 6, 2023

            Hi @dasedesigns,

             

            I'm sorry to hear about the issue you're facing with Adobe Illustrator on your Mac. This issue has been reported by several users, and the product team is actively investigating it. To assist in resolving this problem, the product team has requested access to specific UXP folders from various locations on your Mac.

            • Home Screen build from path: /Library/Application Support/Adobe/UXP/extensions/
            • Home Screen build from: /Applications/Adobe Illustrator 2024/Adobe Illustrator.app
            • Open Illustrator, go to Help > System Info - copy all data and send it to us
            • Folder from: ~/Library/Caches/Adobe/CCX Welcome/data/
            • Logs from: ~/Library/Logs/CreativeCloud/CCX Welcome

             

            These folders are outlined in the attached video. Sharing these folders will help them further understand and diagnose the problem. Please follow the instructions in the video and share the requested folders with the product team so they can work on a solution.

             

            Thank you for your cooperation and patience as they address this issue.

             

            Best,

            Anshul Saini

              Monika Gause
              Community Expert
              Monika GauseCommunity Expert
              Community Expert
              November 2, 2023

              Can you open Preferences > General and turn on the old "File new" interface?

               

              Is your internet connection working? Do you have an aggressive firewall? 

              D
              dasedesignsAuthor
              Participating Frequently
              November 3, 2023

              yes internet always working lol no def not a firewall thing.. I've been using the same macbook since 2016 lol. this is the first time this has happened and nothing has changed since the day before when i was using it. Also, no the preferences, general function wont load either. 

              Monika Gause
              Community Expert
              Monika GauseCommunity Expert
              Community Expert
              November 3, 2023

              Then please try this. https://community.adobe.com/t5/illustrator-discussions/illustrator-is-stuck-on-this-black-screen/td-p/11427549

               

              BTW: this public forum is 95% volunteers. 

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