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whenever i try to open a new file, it gets stuck on this screen. i dont have proxy on

Community Beginner ,
Jun 05, 2024 Jun 05, 2024

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Community Expert ,
Jun 06, 2024 Jun 06, 2024

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do you see the same thing if you click file (upper left) > new?

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Community Beginner ,
Jun 06, 2024 Jun 06, 2024

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yes

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Community Expert ,
Jun 06, 2024 Jun 06, 2024

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create a custom keyboard (kb) shortcut

uninstall animate, including preferences, per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

reinstall animate

open animate and confirm your kb shortcut was reset

 

if it was, test.

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Community Beginner ,
Jun 06, 2024 Jun 06, 2024

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still didnt work, black window when i try to create new file 

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Community Expert ,
Jun 06, 2024 Jun 06, 2024

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was your kb shortcut reset?

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Community Beginner ,
Jun 06, 2024 Jun 06, 2024

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no, it still worked after the deletion and reinstallation

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Community Expert ,
Jun 06, 2024 Jun 06, 2024

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then you should retry resetting your preferences. or manually delete them, 

 

 

Win:

C:\Users\YourUserName\AppData\Local\Adobe\Animate YourVersion\YourLocale\Configuration

C:\Users\YourUserName\AppData\Roaming\Adobe\Animate\YourVersion\

 

on Mac:

HD\Users\YourUserName\Library\Application Support\Adobe\Animate YourVersion\YourLocale\Configuration

HD\Users\YourUserName\Library\Preferences\Adobe\Animate\YourVersion\

 

 

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Community Beginner ,
Jun 07, 2024 Jun 07, 2024

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did this, but it still responded to the shortcut, and still wont work when i create new file

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Community Expert ,
Jun 07, 2024 Jun 07, 2024

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the shortcut not resetting confirmed you didn't reset the preferences (which isn't your fault - it's an uninstaller problem).

 

manually remove, check the shortcut and retest.

 

These are the paths to Config:

on Win:

C:\Users\YourUserName\AppData\Local\Adobe\Animate YourVersion\YourLocale\Configuration
on Mac:

HD\Users\YourUserName\Library\Application Support\Adobe\Animate YourVersion\YourLocale\Configuration

 

Also delete everything in Roaming:

on Win:

C:\Users\YourUserName\AppData\Roaming\Adobe\Animate\YourVersion\
on Mac:

HD\Users\YourUserName\Library\Preferences\Adobe\Animate\YourVersion\

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Community Beginner ,
Jun 07, 2024 Jun 07, 2024

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deleted both config and roaming, and it still responded to the shortcut/didnt open new file

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Community Expert ,
Jun 07, 2024 Jun 07, 2024

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repeat with

 

  • Windows: C:/Documents and Settings/<user name>/Local Settings/Application Data/<an version >/<language>/
  • Windows Vista & Windows 7: C:/Users/<user name>/AppData/Local/Adobe/<an version>/<language>\
  • Mac OS X: /User/<user name>/Library/Application Support/Adobe/<an version>/<language>

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Community Beginner ,
Jun 07, 2024 Jun 07, 2024

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still responds to keybind after deleting that, am i supposed to be uninstalling and reinstalling after i do this?

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Community Expert ,
Jun 07, 2024 Jun 07, 2024

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only an animate restart is needed after preferences are reset

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Community Beginner ,
Jun 07, 2024 Jun 07, 2024

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yeah ive been doing that it hasnt managed to remove my kb shortcut

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Community Expert ,
Jun 08, 2024 Jun 08, 2024

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copy and paste here a screenshot showing the path and contents at

 

on Win:

C:\Users\YourUserName\AppData\Roaming\Adobe\Animate\YourVersion\
on Mac:

HD\Users\YourUserName\Library\Preferences\Adobe\Animate\YourVersion\

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Community Beginner ,
Jun 09, 2024 Jun 09, 2024

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Kirbomas1_0-1717964404845.png

 this is the folder im deleting

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Community Expert ,
Jun 10, 2024 Jun 10, 2024

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again, 

 

copy and paste here a screenshot showing the path and contents at

 

on Win:

C:\Users\YourUserName\AppData\Roaming\Adobe\Animate\YourVersion\


on Mac:

HD\Users\YourUserName\Library\Preferences\Adobe\Animate\YourVersion\

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Community Beginner ,
Jun 10, 2024 Jun 10, 2024

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Kirbomas1_0-1718048487387.png

 

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Community Expert ,
Jun 11, 2024 Jun 11, 2024

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then your kb shortcut was reset, correct?

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Community Beginner ,
Jun 12, 2024 Jun 12, 2024

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it did not, when i deleted everything in that folder with adobe animate closed and input the shortcut, it still successfully opened

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Community Expert ,
Jun 12, 2024 Jun 12, 2024

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paste a screenshot of the problematic animate version 

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Community Beginner ,
Jun 12, 2024 Jun 12, 2024

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Kirbomas1_0-1718221819713.png

 

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Community Expert ,
Jun 12, 2024 Jun 12, 2024

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LATEST

use chat to contact adobe support so they can connect to your computer.

 

there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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