Blank Home Screen on Illustrator

[karen_glenn]

Initally the file I was working on started acting funky and partially frozen. I rebooted, and only got a blank gray launch page. I have tried: closing and re-launching rebooting computer ad nauseum updating the app deleting and reinstalling (including all adobe apps) CC cleaner tool (oy!) And a few other tips I came across regarding renaming some files(?). Nothing is working. The only change is that I now have a black opening screen. I am running a Macbook Pro 2014 (old, yes, but runs fine enough) with Big Sur (not new update). I hadn't changed anything when this started. Can someone please help me? Keeping in mind that I am not tech savvy and my son is no longer here to help me, lol! I am now at a complete loss and trying not to hyperventilate... Thanks!

[Bill Silbert]

Try deleting your Illustrator preferences. This will reset the program to its defaults and hopefully restore regular performance.

To do so on a Mac:

The User Library folder in which Illustrator’s preferences are stored is hidden by default on most Macintoshes. To access it make sure that Illustrator is closed and click on the desktop to launch a Finder Window (Command-N).With this window in column view follow the path User>Home folder (it’s the folder with an icon that looks like a house—it may have the user’s name rather than “Home”) and click on the Home folder. With the Option Key pressed choose Library from the Finder Go Menu. “Library” will now appear within the Home folder. Within the Library folder find the folder called Preferences and within it find the folder called “Adobe Illustrator <Version #> Settings” (earlier versions of Illustrator might just say “Adobe Illustrator”) and the file called “com.adobe.Illustrator.plist” and delete both that folder and that file. When Illustrator is next launched it will create new preference files and the program will be restored to its defaults.

The advantage of manually deleting preference files in this manner is that after you’ve reset up the program (make sure that no document window is open) to your liking, you can create copies of your personalized “mint” preference files (make sure that you quit the program before copying them—that finalizes your customization) and use them in the future to replace any corrupt versions you may need to delete.

[karen_glenn]

Thank you for your response, Bill--I really appreciate your willingness to help. I think that this is one of the things my son already tried. I followed your steps and opened "Adobe Illustrator version 28 settings" and inside was only one folder called, I believe,  en_US. Inside that folder, nothing named com.adobe.illustrator.plist.

[Bill Silbert]

The folder "Adobe Illustrator version 28 settings" should be deleted. The file "com.adobe.illustrator.plist" should be one of the other files listed in the preference folder and should also be deleted.

[karen_glenn]

Apologies for misreading your instructions. I have deleted those items, but no change upon reopening Illustrator 😞

[Bobby Henderson]

With a MacBook Pro going on 10 years old I wonder if there is something in the current general release build of Illustrator that isn't getting along with it.

I have an old Dell XPS 15 notebook from 2011 that still works alright, but I had to "retire" that computer from running any Creative Cloud apps because too many features in newer versions of Illustrator got broken. I had previously upgraded the notebook's RAM from 8GB to 16GB and replaced its original hard disc with a 1 terabyte SSD. The upgrades bought me some time but ended up doing only so much good. I ended up buying a new 17" Alienware notebook as a replacement.

[karen_glenn]

Thanks for the input, Bobby. I don't like your answer, but concede it's a possibility. Not ready to give up just yet, though.

[Monika Gause]

Can you please tell us the hardware specifications?

Here are some additional files and folders that could need a reset:

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

[karen_glenn]

Hi Monika--thanks for responding.

Macbook Pro mid 2014

2.5 GHz Quad-Core Intel Core i7 Processor 

16 GB 1600 MHz DDR3 Memory

Intel Iris Pro 1536 MB Graphics

I will do my best to follow the steps you referenced and let you know how it goes.

[Anubhav M]

Hello @karen_glenn,

I am sorry to hear about your experience. I hope Monika's suggestions helped resolve the problem. If not, kindly confirm whether Illustrator displays a screen like this on launch:

If yes, kindly try installing the latest beta for Illustrator, where our product team has tried fixing this problem and checking if it helps.

Looking forward to hearing from you.

Thanks,

Anubhav

[karen_glenn]

Hello Anubhav--thanks for jumping in. My screen looks like that, except that I have the Illustrator bar above it and the dots onthe left to minimize, etc, are grayed out.

[karen_glenn]

Where/how do get the beta version of illustrator? And do I need to uninstall my current version first?

[Monika Gause]

The beta version is available via the Creative Cloud app.

You do not need to uninstall the released version.

[karen_glenn]

It says "system incompatible" 😞

[Monika Gause]

Ten maybe your system is too old.

[karen_glenn]

Hi again Monika--I was able to change a couple files/folders you recommended , but others weren't there/visible.