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Luce5E77
Participant
April 20, 2021
Answered

Adobe Illustrator freezes on initialization screen and stops responding

  • April 20, 2021
  • 3 replies
  • 4186 views

Hi, I got this problem today where Adobe Illustrator freezes on the initialization screen and stops responding. I was using AI 2020 when it happened. I then unistalled and reinstalled it, but the problem still persisted. I'm now using AI 2021 and it's the same. I think it started happening after I installed a font which I uninstalled soon after. The program worked for a time after that, but it stopped responding again after I closed  and relaunched it.

 

I'm running it on a Dell laptop with 8gb RAM, Nvidia GTX 1050 and Intel UHD Graphics 630. I tried running the diagnostics but it's also not responding, so I can't get any error codes. I'll attach some photos below.

 

There doesn't seem to be an answer on the internet yet. If anyone has an idea on how to fix this pls let me know. Thanks

Not responding initialization screen

 

This topic has been closed for replies.
Correct answer Anubhav M

Hello everyone,

We have received several reports of apps crashing or becoming unresponsive after launch, particularly following the release of version 28.6. Unlike generic crashes, this issue specifically causes all Adobe apps to get stuck at the splash screen or enter a “not responding” state, preventing them from launching. The problem has been traced to certain Beta Adobe applications related to video composition and editing. We recommend updating all Beta and released versions of video-specific Adobe applications on your system, including Premiere Pro, After Effects, and Media Encoder. After updating, please relaunch Illustrator to see if this resolves the issue.


We suggest trying the solutions listed in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) for other generic cases. We appreciate your patience and are here to assist if you need further help.

Please feel free to reach out if you have any further questions or need assistance.


Thanks,
Anubhav

3 replies

G
gemo335072599cxf
Participant
August 10, 2024

I had a beta of an app i didn’t even use. I erased it. Rebooted and it worked! Thank you! I was getting desperate there! Who would have thought that was the issue! Adobe needs to send notifications that there can be conflicts with apps!

Sent from my iPhone
Anubhav M
Community Manager
Anubhav MCommunity ManagerCorrect answer
Community Manager
August 12, 2024

Hello everyone,

We have received several reports of apps crashing or becoming unresponsive after launch, particularly following the release of version 28.6. Unlike generic crashes, this issue specifically causes all Adobe apps to get stuck at the splash screen or enter a “not responding” state, preventing them from launching. The problem has been traced to certain Beta Adobe applications related to video composition and editing. We recommend updating all Beta and released versions of video-specific Adobe applications on your system, including Premiere Pro, After Effects, and Media Encoder. After updating, please relaunch Illustrator to see if this resolves the issue.


We suggest trying the solutions listed in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) for other generic cases. We appreciate your patience and are here to assist if you need further help.

Please feel free to reach out if you have any further questions or need assistance.


Thanks,
Anubhav

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
September 16, 2021

Hi @LibertyD @Luce5E77,

 

Sorry about the trouble you are facing. I would request you both to share the Operating system, its build no, and the exact version of Illustrator installed.

 

Also, in addition to the suggestion shared by @sishamIAGD, you may try the following steps and see if that helps resolve the issue:

  1.  Reset preferences manually
    - Close all Adobe applications.
    - Go to Location C:\Users\user\AppData\Roaming\Adobe
    - Rename Adobe Illustrator and Adobe Illustrator 25 Settings folders to Adobe Illustrator.old and Adobe Illustrator - 24 Settings.old
    - Launch Illustrator from the Creative Cloud.

    Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will
    launch with default settings. You can also take a backup of the folders in case you want to. The location is mentioned above.
  2.  Update graphic card drivers
  3.  Repair Visual C++ DLL (Windows only)
  4.  Rename the CEP folder to CEP.old from the following location:
    C:\Program Files (x86)\Common Files\Adobe
  5.  If that doesn't help, rename the extensions folder to extensions.old in the following location:
    C:\Program Files\Common Files\Adobe\UXP
  6. If that doesn't help either, uninstall the application using the CC Cleaner tool and reinstall from the Creative Cloud Desktop app.
  7. Try running the app in Safe Mode & Hidden Admin Account?

 

We will be looking forward to your response.

 

Thanks & Regards,

Anshul Saini

G
gemo335072599cxf
Participant
August 10, 2024

I have the same issue. Has this worked for anyone? Maybe a corrupt font?

Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
August 10, 2024
quote

I have the same issue. Has this worked for anyone? Maybe a corrupt font?


By @gemo335072599cxf

 

This is an old thread. Which version are you using? Has this just started happening?

What is happening? Illustrator doesn't launch? Do you have any Adobe beta apps installed? If so, uninstall them, reboot and try again.

sishamIAGD
Community Expert
sishamIAGDCommunity Expert
Community Expert
April 23, 2021

Have you tried resetting your preferences as well..?

 

https://community.adobe.com/t5/illustrator/how-to-reset-illustrator-preferences/m-p/10602277

L
Luce5E77Author
Participant
April 23, 2021

yes, i have a couple of hours ago but it didn't work as well. thank you for replying.

L
LibertyD
Participant
September 16, 2021

I've had this problem since July 2021. I've spent two full work days with a customer service agent controlling my computer and trying to figure it out with no avail. It's rediculous that I can't find the answer anywhere online and everywhere I look, it's a dead end.

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