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default6oaoabl82e9x
Participant
November 2, 2021
Question

Can't access my AI at all.

  • November 2, 2021
  • 4 replies
  • 1520 views

Just did the major update last week and saw another update notice this morning.  I updated Illustrator and then tried to open it.  The interface never shows up.  I've tried opening from desktop, creative cloud, and individual files.  I've restarted my computer and am now trying to uninstall but the program is running and won't let me uninstall.  Running on Windows 10 Pro.  Is there a work around for this?  I'd like to get back to work.  

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    4 replies

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    November 5, 2021

    Hi there,

     

    Sorry to hear about this trouble. This is has been reported by a few other users as well, and it was found due to the conflict with Trend Micro Antivirus.

    Do you have this Anti-Virus installed on your machine? If yes, please make sure that Illustrator is added as an exception in the app settings. I hope it helps!

     

    Regards,

    Anshul Saini

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    default6oaoabl82e9xAuthor
    Participant
    November 10, 2021

    Thank you for your reply.  My company just installed this on my computer about 2 weeks before the update.  I will make the appropriate changes and try the update again.  

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      default6oaoabl82e9xAuthor
      Participant
      November 4, 2021

      Follow up:
      I'm having to uninstall my AI and then re-installing it every morning before I can continue working on my projects.  I hope there will be a fix coming soon.  This is time consuming.  

      DanBollinger
      DanBollinger
      Participant
      November 2, 2021

      I have the same issue. It showed up this morning prior to doing the latest upgrade and afterwards, even with a computer restart. Creative Cloud diagnostics did not help, it failed to launch, too. Photoshop launches OK, though. Win10Pro

       

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        default6oaoabl82e9xAuthor
        Participant
        November 2, 2021

        Finally resolved:
        Cold reboot, then uninstalled AI.  Restart. Try to open AI.  Fail.  Run diagnositics, at launch.  Files open, will update further if needed. 

        DanBollinger
        DanBollinger
        Participant
        November 2, 2021

        So does "files open" mean AI launched for you after the reinstall?

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        default6oaoabl82e9xAuthor
        Participant
        November 2, 2021

        Yes, files open after reinstall.  I would restart your PC before you try to install your AI and after you install AI.  

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