Whenever I click on "Preferences", Illustrator 2019 freezes on Windows 10

Hi Norris,

We’re so sorry to hear about this. I understand Illustrator is freezing completely whenever you click anywhere on Preferences. That's definitely not a typical experience with Illustrator. Let us make this right. I would request if you can share a few more details like:

• Is Illustrator up to date?
• Is the issue related to a specific document(s)/asset(s)? If yes, could you please share the document(s)/asset(s) with us? You can upload it to the creative cloud and share the download link.
• Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)?
• When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.
• Check how Illustrator works in Safe mode: https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode. If it works fine there, then there might be some third party application or service which is conflicting with Illustrator. 

Looking forward to your response!

Regards,

Srishti

If the keyboard shortcuts that Mike provided don't solve the problem (that happens sometimes) you can also try manually deleting the preferences.

To do so:

For Macintosh Users: The User Library folder in which Illustrator’s preferences are stored is hidden by default on most Macintoshes. To access it make sure that Illustrator is closed and click on the desktop to launch a Finder Window (Command-N).With this window in column view follow the path User>Home folder (it’s the folder with an icon that looks like a house—it may have the user’s name rather than “Home”) and click on the Home folder. With the Option Key pressed choose Library from the Finder Go Menu. “Library” will now appear within the Home folder. Within the Library folder find the folder called Preferences and within it find the folder called “Adobe Illustrator <Version #> Settings” (earlier versions of Illustrator might just say “Adobe Illustrator”) and the file called “com.adobe.Illustrator.plist” and delete both that folder and that file. When Illustrator is next launched it will create new preference files and the program will be restored to its defaults.

For Windows Users: On Windows 7 and above the preference files are hidden. To find them go to the Control Panel and open Folder Options and then click the View tab. Then select “Show hidden files and folders” or “Show hidden files, folders or drive options” in Advanced Settings. Then delete (or rename) the folder at the end of this path: C:\Users\[User Name]\AppData\Roaming\Adobe\Adobe Illustrator [version number]\ Settings\<Language>. Make sure that Illustrator is closed when you do this. When you relaunch the program it will create new preference files and the program will be at its default settings.

The advantage of manually deleting preference files in this manner is that after you’ve reset up the program (make sure that no document window is open) to your liking, you can create copies of your personalized “mint” preference files (make sure that you quit the program before copying them—that finalizes your customization) and use them in the future to replace any corrupt versions you may need to delete.

Your prefs may be damaged. Fortunaltey there are ways to reset them, that can clear this up.

What happens when you click Esc? If everything is normal, then, it could be that the preferences are actually opening, but either on a now detached second monitor or maybe barely visible at the edge of the screen.