black box appear on my illustrator

[Intan3327969391g6]

I have a problem with Adobe Illustrator. Whenever I open the application, this black box appears, and I can't do anything. I even have to force-close the application via the task manager. Can someone tell me what I should do? And it always makes my memory run very high.

it's never happened before.

I use Adobe Illustrator 2022

[Monika Gause]

Does anything block internet access?

[Sharif35425013t1px]

no nothing is blcking the internet

 

[Monika Gause]

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

[njaeugaa]

Hello, I'm experiencing the same problem and I've follow some tutors on youtube but It all do nothing:( I was just wondering if you have fixed your issue(?)

[Addie Jan33708992bq17]

I've been experiencing the same problem. i already followed all tutorials in YT but nothing helped. 

[Monika Gause]

If nothing helps, please contact Customer Care: https://helpx.adobe.com/contact.html

They can login to your computer.

[joyce_3258]

Hi, I'm experiencing the same problem, how to fixed this issue?

[Anubhav M]

Hello @joyce_3258,

Sorry to hear about your experience. Would you mind trying the following steps and checking if they help:

• Close all Adobe applications
• Remove the Creative Cloud Desktop application, CCLibrary, and CoreSync using the Creative Cloud Cleaner Tool (https://adobe.ly/3MtcT3t)
• Reinstall the Creative Cloud Desktop application (https://adobe.ly/4e5buf2)
• Relaunch Illustrator

Looking forward to hearing from you.

Thanks,

Anubhav

[Nessuno30235185whby]

Nothing happend. The problem appears the same.

[Anubhav M]

Hello @Nessuno30235185whby,

Sorry to hear the suggestions did not help. Would you mind trying the following steps and checking if they help:

• Close all Adobe applications
• Remove Illustrator using the Creative Cloud Cleaner Tool (https://adobe.ly/3B89h4r)
• Reinstall Illustrator using the Creative Cloud Desktop application (https://adobe.ly/3MKGi9g)
• Relaunch Illustrator

Looking forward to hearing from you.

Thanks,

Anubhav

[alice_9566]

Has someone of you solved this problem? I tried to uninstall and reinstall the program but the black rectangle is still there

[Abhishek Rao]

Hi @alice_9566,

Sorry to hear the issue is still persisting. Can you please confirm the version of Adobe Illustrator you're using, along with the details of your operating system? If you're on macOS, please check if the GPU performance is enabled in Illustrator's preferences.

Additionally, could you let me know if the black rectangle appears with a particular file or across all documents? Also, are you storing the file locally on your machine, on an external drive, or in a cloud location? Also, please confirm if you are using a secondary monitor and if you only see this on your secondary monitor.

If possible, please share a screen recording that shows when the black box appears, so I can better understand the issue and check it with the team.

Looking forward to your update!

Abhishek