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default6vydc2o78nor
Participant
August 29, 2020
Answered

Can't create or open new file Illustrator 24.3/Windows 10

  • August 29, 2020
  • 2 replies
  • 1136 views

Recently installed illustrator and upon launching the welcome screen appears but nothing happens when selecting any of the options. I've tried everything from making sure Illustrator was up to date to uninstalling and changing the presets to use the legacy new file feature but nothing works. I'm also not getting any error messages or anything like that.

This topic has been closed for replies.
Correct answer Srishti Bali

Thanks for trying that. I would request if you could try these steps one by one and share your observations with us. 

 

  1. Reset Preferences:  
  • Close all Adobe applications.  
  • Go to Location C:\Users\user\AppData\Roaming\Adobe  
  • Rename Adobe Illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old and Adobe Illustrator 24 Settings.old  
  • Launch Illustrator from the Creative Cloud.  

 

Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.  

 

 

  1. If that doesn't help, try booting the system into Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator. 

 

 

  1.  If that doesn't help either, login to Hidden Admin account (https://www.youtube.com/watch?v=EfbMs3w-Z3s&t=53s). Check how the application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html 

 

 

  1. If nothing helps, then we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/support.html) and select the chat button in the lower-right corner of the page. We can help on a live session that way. 

2 replies

Srishti Bali
Community Manager
Srishti BaliCommunity Manager
Community Manager
August 30, 2020

Hi there,

 

Sorry to hear about this issue. In addition to the suggestions shared by Monika, could you please try following these steps one by one and let us know how it goes:

 

 

Let us know if this helps or if you have any further questions.

 

Regards,

Srishti

D
default6vydc2o78norAuthor
Participant
August 30, 2020

Iv'e tried all of the solutions offered and unfortunately none of them have worked. The only thing that I can think of that may be the issue is that I recently did a factory reset of this computer but I never had illustrator installed prior to that only Photoshop which works as intended so I have no way of knowing if that affected anything.

 

Edit: Installing a previous version of Illustrator (23.1) seems to work so it seems to be an issue specifically with the current version

Srishti Bali
Community Manager
Srishti BaliCommunity ManagerCorrect answer
Community Manager
September 1, 2020

Thanks for trying that. I would request if you could try these steps one by one and share your observations with us. 

 

  1. Reset Preferences:  
  • Close all Adobe applications.  
  • Go to Location C:\Users\user\AppData\Roaming\Adobe  
  • Rename Adobe Illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old and Adobe Illustrator 24 Settings.old  
  • Launch Illustrator from the Creative Cloud.  

 

Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.  

 

 

  1. If that doesn't help, try booting the system into Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator. 

 

 

  1.  If that doesn't help either, login to Hidden Admin account (https://www.youtube.com/watch?v=EfbMs3w-Z3s&t=53s). Check how the application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html 

 

 

  1. If nothing helps, then we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/support.html) and select the chat button in the lower-right corner of the page. We can help on a live session that way. 
Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
August 30, 2020

Is a printer installed, set up as the default printer and turned on?

Printer driver up to date?

If you don't have a printer, can you please install the Windows PDF printer? A recent Windows update might also have messed with it in case you set that up already.

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