Blank dark screen when opening a new file on illustrator

[Garry Love]

Hello everyone, hope you can help........I open illustrator from the cloud and click new. Nothing happens only a dark screen.

I have tried to uninstall and reinstall but still nothing. I have also tried to open open illustrator while holding down - alt/command + shift but still nothing.

Got lots of illustrations to produce on a tight timescale.

Many thanks in advance

[Peru Bob]

I've moved this from the Using the Community forum (which is the forum for issues using the forums) to the Illustrator forum so that proper help can be offered.

[Ton Frederiks]

I would try to contact Adobe support:

Welcome to Adobe Customer Care! Need help?

[Anshul_Saini]

Hi @Garry Love,

Sorry to hear about the trouble you are facing. I would suggest you try the following steps and let us know how it goes:

• Rename the CEP folder to CEP.old from the following location:
  /Library/Application Support/Adobe
• If that doesn't help, rename the UXP folder to UXP.old from the following locations:
  /Library/Application Support/Adobe
  ~/Library/Application Support/Adobe
• If that doesn't help either, uninstall the application using the CC Cleaner tool and reinstall from the Creative Cloud Desktop app if not done previously.

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:

I will be looking forward to your response.

Regards,

Anshul Saini

[Garry Love]

Thank you 😊 I will give it a try and let you know!