Why can't I create a new document?

Question

It's a simple task. I'm trying to create a new document in Illustrator but nothing happens.

Once I'm inside the program, I click on the "create new" button to the left which brings up a popup where I can input document settings. After putting in settings, I click on OK but nothing happens. I also have tried the other way by choosing "file" at the top bar and "new." Again nothing happens! I've restarted my computer and restarted Illustrator multiple times.

Also followed a recommendation to go to Preferences --> General --> make sure "Use legacy File New interface" is checked. Still nothing.

Please help!

Monika Gause · Accepted Answer

You can see from the screenshot below the two custom files I created. I can't open them though. When I double click on them, nothing happens. It takes me back to the homepage (see second screenshot). It's just a constant loop.

Also, I turned to the community forums because I am unable to find tech support to reach out to. It seems that I can only reach out if it's for Premiere: Contact Customer Care. Anybody know how to talk to somebody at Adobe directly?

In order to contact Customer Care, use the link to that contact page. You need to be logged into your Adobe ID. If it doesn't work, try a different browser.

Or try Twitter if you have an account.

Adobe Customer Care (@AdobeCare) | Twitter

Bill Silbert · Answer

What operating system are you on and what version of Illustrator are you using? Have you tried trashing your preferences?

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