Adobe Illustrator loading but not responding

[Aaron Brashear]

Hello, when I launch AI 2024 2.82 (or earlier an CC build) either by clicking on the app icon or from a AI file, the application loads, but does not respond to any action or menu.

• Takes significant time to load
• Loads with ith a blank homepage or the AI file I opened, but no in-application widows, not does it respond to any key commands.
  All menu items pull down, but do not activate when selected.
• Quits as per normal from menu (not cmnd Q).

I have unistalled all versions and reinstalled. I have rebooted the Mac (OS Monterey 12.7.3) in recovery mode and run disk utility and then reinstalled AI. 

Same issues. Anyone have this same issue? Is there a work around? Obviously this is killing my design work w/o the app. Photoshop works fine.

[Monika Gause]

Is it this issue?

https://community.adobe.com/t5/illustrator-discussions/illustrator-is-stuck-on-this-black-screen/td-... 

[Aaron Brashear]

I used the Adobe CC Cleaner, took care of all CC files and anything left over from earlier versions. Reinstalled CC and then Illustrator. Same issue, still blank homepage with no response to the menus or any open AI files.

[Monika Gause]

Please contact Customer Care: https://helpx.adobe.com/contact.html 

[kyles16931016]

Been having the same issue for a few days now. Followed a similar protocol as yourself. I've found that if I quit PS, Figma, or any other apps it may operate correctly but not always. I've checked my activity monitor for memory pressure but that's not the issue and shouldn't be on a M1 Max 32GB. Been frustrating for workflow. 

Please post a follow-up if Adobe support helps resolve the issue! 

Thanks.

[Monika Gause]

Do you have the Magnet app installed?

[kyles16931016]

I do not

[Anubhav M]

Hello @kyles16931016,

Sorry to hear about this experience. Would you mind trying the following steps in order and check if it helps:

1. Close all Adobe applications.
2.  Rename the UXP folder to UXP.old from the following locations:
   For Windows: Navigate to C:\Program Files\Common Files\Adobe\UXP
   For macOS: Navigate to Macintosh HD/Library/Application Support/Adobe/UXP
   
   
3. Relaunch Illustrator

Looking forward to your response.

Thanks,

Anubhav

[Kirstin35607669kcvi]

Ich hatte genau das selbe problem. Ich habe die schritte gemacht und es ist nichts passiert. ich kann mein AI zwar öffnen, aber keine neue datein öffnen, weil das programm dann nicht mehr reagiert. ich hab Ventura 13.6.4.

[Monika Gause]

Beim erstellen einer neuen Datei gibt es einen Crash? Ist ein Drucker verbunden? Ist der eingeschaltet?

[Kirstin35607669kcvi]

Das Programm startet und sobald ich NEUE Datei klicke oder ÖFFNEN reagiert das Programm nicht mehr.

Drucker ist verbunden, aber nicht eingeschaltet. Danke für deine Antwort!! ich bin ziemlich verzweifelt!

[Monika Gause]

Geht es, wenn der Druker eingeschaltet ist?

[Aaron Brashear]

@Anubhav M After a several hour chat/call with an Adobe texh in February/March, I was able to allow him to take over my Mac remotely and figure out the 2023 27.9.6 would work.

I have not updated it, abd kept it for back up. Recently added the newest version and now I'm having the same issues again with all versions of .AI. Please advise on what I should try or whom I should contact. I'm a designer and desperately need this app. Running Mac OS 12.7.6 on a 2.2Ghz Quad Core Intel Core i& and 16GB of ramm. Just used it AOK earlier this week.

[Anubhav M]

Hello @Aaron Brashear,

I am sorry to hear about your experience. Would you mind trying to manually reset Illustrator's preferences and checking if it helps:

For macOS

• Close all Adobe applications.

• Go to the following locations

• ~/Library/Caches

• ~/Library/Application Support/Adobe

• ~/Library/Preferences

• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 28 Settings.old

• Launch Illustrator from the Creative Cloud.

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

For Windows

- Close all Adobe applications.

- Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe

- Rename Adobe Illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old and Adobe Illustrator - 28 Settings.old

- Relaunch Illustrator from 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 save a backup of the folders, the location of which is mentioned above.

If the problem persists, kindly try the following steps and share your observations:

• Close all Adobe applications
• Remove Illustrator using the Creative Cloud Cleaner Tool (https://adobe.ly/3ZpJZZM)
• Reinstall Illustrator using the Creative Cloud Desktop application (https://adobe.ly/3MLuweK)
• Relaunch Illustrator
  
  
  

Looking forward to hearing from you.

Thanks,

Anubhav

[Aaron Brashear]

@Anubhav M Unfortunately that did not work. Same issue.

[Anubhav M]

Hello @Aaron Brashear,

Sorry to hear the suggestions did not help. I have sent you a DM. Kindly check.

Thanks,
Anubhav

[Aaron Brashear]

After a several hour chat/call with an Adobe tech in February/March, I was able to allow him to take over my Mac remotely and figure out the 2023 27.9.6 would work.

I have not updated it, abd kept it for back up. Recently added the newest version and now I'm having the same issues again with all versions of .AI. Please advise on what I should try or whom I should contact. I'm a designer and desperately need this app. Running Mac OS 12.7.6 on a 2.2Ghz Quad Core Intel Core i& and 16GB of ramm. Just used it AOK earlier this week.