Adobe Illustrator CC crashing on loading

[aviioncc02]

Hello, what can i do to fix this? On loading screen it freezes on Updating font menu...

If i click in the loading section it will just stop responding.

[Jeffrey_A_Wright]

Moving this discussion to the Illustrator forum.

[Bill Silbert]

What version of Windows are you using?

[aviioncc02]

Windows 10 Enterprise

[@mj]

I see on your screen grab that it stops at the point where it's updating the font menu.

This is a clue.

Quit all Adobe apps, and follow the steps on this forum post How to clean font cache? by srishtib8795206

HTH

[aviioncc02]

Thank you, now we are getting somewhere

Unfortunately, this did not help me because the file and even the folder mentioned in the forum post above are not in my Common Files > Adobe folder. I am sending the screen:

[Monika Gause]

It might be that "TypeSupport" folder down there. Maybe you check in there.

[aviioncc02]

I was thinking the same. In that folder there is just CS6 folder but no AdobeFnt.lst.

I did a full PC search for AdobeFnt.lst and one that matches this file name is located in C:\Program Files\Adobe\Adobe Animate CC 2017\en_US\Configuration\Importers\CMap but you know, what does that have to do with Illustrator?

Others, 22 of them, are located in C:\Users\username\AppData\Roaming\Adobe\Adobe Photoshop CC 2017\CT Font Cache folder and some are in Adobe Acrobat folder, one in Adobe After Effects but nothing on Illustrator.

[Srishti Bali]

Hi aviioncc02,

I see that you have tried clearing font cache but did not found the folder.

Please try this:

• Close all Adobe applications.
• Please open below-mentioned location
• C:\WINDOWS\ServiceProfiles\LocalService\AppData\Local\FontCache
• You would find several files which have their names starting with ~FontCache-. Select all these files and delete them. Do not delete any folders even if they are empty.
• Reboot your computer. When Windows restarts, it will rebuild a new font cache. Now you should not see any misplaced or strange font’s issues

If it still does not work, try resetting preferences for Illustrator manually

• Close all Adobe applications.
• Please open below-mentioned location
• C:\Users\sbali\AppData\Roaming\Adobe
• Delete or Rename Adobe Illustrator 21 Settings and Adobe Illustrator folders
• Launch application from the creative cloud.

If it still does not work please check and share how application performs at safe mode ( https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode  )

Create a new user account and check the performance of application there ( https://support.microsoft.com/en-in/help/4026923/windows-create-a-local-user-or-administrator-accoun...  )

Regards,

Srishti

[aviioncc02]

This is a work PC so i can't perform certain tasks without our Servicing Technician. I did however try everything you suggested except launching the app in safe mode because i can't acces that on my own.

What i did try is this: deleting ~FontCache~ files in FontCache folder. I could not delete them because they were in use. Don't know how because i went to that folder right when i restarted my PC. I could rename them and so i did. After rebooting PC and starting Illustrator from CreativeCloud app the fonts were loading in percentages, and the loading screen crashed on "initialization...".

Reseting preferences for Illustrator manually - still nothing.

I can't create new user but i can log in with coworker's network username that creates a new temporary user on my PC and there the Illustrator was working without any problems.

[Srishti Bali · Accepted solution]

Hi aviioncc02,

It seems that there is a problem with your user account. You should contact your office IT Team for permission issues.

Regards,

Srishti

[Srishti Bali]

Hi aviioncc02,

I would like to know if the steps suggested above worked for you, or the issue still persists.

Kindly update the discussion if you need further assistance with it.

Thanks,

Srishti

[aviioncc02]

Sorry for late reply. There was a problem with caching on my user and IT Team had to create new user on my windows PC.