Adobe Illustrator cc 2021 is not launching on Windows

[Mithila Kudalkar]

When i open Adobe Illustrator, it freezes on the Initialization screen and stops responding. I have tried everything from reinstalling to disabling Print Spooler.. help!

This is what I see even before it opens..  

  

[Mylenium]

Without any actual system information or the extracts from ther crash logs we can't realyl tell y<you much, but the splash screen not even displaying strongly hints at an issue with your system's graphics setup. So start with the usual: Update the driver and check the settings.

Mylenium

[Mithila Kudalkar]

My graphic setup is updated, I did check. & the other Adobe software are working fine.

[marliton]

Hi. Please try resetting the preferences.

[Mithila Kudalkar]

I can't since Illustrator stops responding at initialization itself..

[Anshul_Saini]

Hi there,

Sorry about the trouble. I would like to know if the steps suggested above by @marliton & @Mylenium worked for you? If not, I would request you to share a few more details like:

• OS, Build no. of OS and version of Illustrator
• When did this start happening?
• Are there any recent changes made to your system? For example, any antivirus, system updates, plugins, or web extensions installed recently.
• Are you using an eGPU? If yes, which GPU is it?
• Submit the crash report by following the steps suggested here (https://helpx.adobe.com/in/indesign/kb/submit-crash-reports.html).
  While submitting the crash report, please use the same email address with which you are signed in on this community. This will help us find the crash report and help accordingly.

Also, you may try the steps suggested in this community post (https://community.adobe.com/t5/illustrator-discussions/how-to-fix-crash-on-launch-in-illustrator/td-...) and let us know how it goes.

We will be looking forward to your response.

Thanks & Regards,

Anshul Saini

[Mithila Kudalkar]

None of the suggestions that were given to me on community helped, as my other Adobe applications are all working just fine. 

• OS - Microsoft Windows 10 Home Single Language, Build no. - 10.0.19043 Build 19043 & version of Illustrator - Illustrator 25.4.1
• The GPU chips I'm using (don't have technical knowledge so I'm mentioning both here) - Intel(R) UHD Graphics & NVIDIA GeForce GTX 1660 Ti with Max-Q design
• It has been happening since the day before yesterday. It gets stuck at initializing. It did open once for one of Ai files, & though it was a reinstalled version, once I reset preferences & closed it, it won't open again! The first time it happened, I was working on a heavy file & I guess I closed Illustrator without saving the latest changes I made. Since then it opened smoothly once the next day but soon stopped responding altogether.
• there have been no recent changes. 
• The GPU chips I'm using (don't have technical knowledge so I'm mentioning both here) - Intel(R) UHD Graphics & NVIDIA GeForce GTX 1660 Ti with Max-Q design 
• I had sent a detailed email to sharewithai@adobe.com earlier specifying the issue with the guidance of the community post you shared, have not submitted the crash report but I'll do it now..

[Anshul_Saini]

Thank you for sharing the details. I would suggest you try the following steps and let us know how it goes:

• Try running the app in Hidden Admin Account?
• Rename the CEP folder to CEP.old from the following location:
  C:\Program Files (x86)\Common Files\Adobe
• If that doesn't help, rename the extensions folder to extensions.old in the following location:
  C:\Program Files\Common Files\Adobe\UXP
• If that doesn't help either, uninstall the application using the CC Cleaner tool and reinstall from the Creative Cloud Desktop app.

We will be looking forward to your response.

Thanks & Regards,

Anshul Saini

[Michel50B8]

you will get no where with this, we have a freezing problem since 3 weeks now and nothing has been solve the only answer we get from ADOBE is "do a repair" and this do not solve the issue it keep comming, we event deploy a new basline and no luck.

adobe open approx 10 and more program in the task manager and we need to kill them one by one or reboot the computer.

[Anshul_Saini]

Hi there,

We're really sorry for this frustrating experience. This is not the experience we want you to have. However, it sounds like a rare case, and I'll be happy to assist you. I suggest you create a new administrator user account (Windows/ Mac), install Illustrator and other Adobe apps you are using, and use it for days to see if that helps resolve the issue. Also, could you please share your Case ID, and a few more details like:

• OS, its build no, and the exact version of Illustrator
• What repairing are you doing?
• Which GPU is installed on your system?
• Are you using an external GPU?
• Are you using an M1-based Mac machine?

I will be looking forward to your response.

Thanks & Regards,

Anshul Saini

[Mithila Kudalkar · Accepted solution]

Yes I eventually made a new adminstrator account since nothing seemed to be working, Illustrator is functioning fine now.