[CANT] Error on startup AI 2018; Prev AI 2017 folder still present

[wellingsome]

Hi all,

I just upgraded to Illustrator 2018 but get a "CANT error" on startup (image 1). When I click the "ok" button everything seems to be fine and I'm give the minimal dock and am free to create a new document, save, etc.... everything seems fine. I've quit and restarted, but that CANT error message just won't go away.

I'm wondering if it might somehow be connected to still having an illustrator 2017 folder in my applications (Image #2 below). All that is now in this folder is an old 3D Maxxon Cineware extension and supporting files for it. Can I/should I just delete the old 2017 folder? and see if that prevents the CANT error?

Image 1 - on startup

Image 2 - Old illustrator cc 2017 folder in applications. All that's in here are old supporting files for a 3D extension.

[Mike_Gondek]

Don't delete the 2017 folder. When upgrading I recommend keeping a previous versions for atleast a month incase a bug shows up you have a way to keep working.

If you are having a CANT error with with 2018, then you should be checking that folder for plug ins that might be outputted not you 2017 folder.

If  that does not help then

More Thorough Reset Your Preferences.

Quit Illustrator

Finder >> Shift Command G

~/Library/Preferences/Adobe Illustrator 21 Settings/

rename Adobe Illustrator 21 to Adobe Illustrator 21 old

Reset Your Other Preferences

Quit Illustrator

Finder >> Shift Command G

~/Library/Application Support/Adobe/Adobe Illustrator 21/

rename Adobe Illustrator 21 to Adobe Illustrator 21 old

Press Win+R -> appdata -> Roaming -> Adobe -> rename folder Adobe Illustrator 20 (or 21) Settings to any other name.

[wellingsome]

Thank you for the suggestions but I'm still getting the error. The program itself is running fine (i used it for 2 hours yesterday and had no issues) but I'm worried that something might creep up.

1. When upgraded, the actual 2017 application is wiped out. The only items left associated with 2017 were supporting files for the one plugin I had (and rarely used).

2. I currently have no plug ins for 2018, so that folder has always been, (and is currently) empty.

3. I tried resetting my preferences and renamed the "Adobe Illustrator 21" folders  to "Adobe Illustrator 21 old" naming convention, but am still getting the CANT error on start-up. I've never had this issue before and I'm seeing old Illustrator folders back to 19, so this doesn't seem to be the cause.

I'm considering just running the uninstall for 2018 and then reinstalling to see if that might kick it.

Thank you again for the input!

[Mike_Gondek]

You have to be careful before clicking update, as there is a setting to keep the previous versions, but they move that around often.

Install a previous version of any Creative Cloud application

[Bill Silbert]

Many of the problems that people have been having with CC 2018 seems to be a result of having "Import previous settings and preferences" checked in Advanced Options which appears during the install.

If you reinstall make sure that option is unchecked. Also just to be safe make sure that all preference files for previous versions have been deleted. During a test I made I saw that if there is an earlier pref file present then CC 2018 doesn't fully create a new pref file of its own. It will create one when there are no others to draw on so after the install make sure there are no earlier preference files present, open CC 2018, set it up as you like, create a new test document, save it, quit the program and restart the computer. After the restart launch CC 2018 just to make sure that it's OK and then you can try launching CC 2017 if needed and it should create a new pref file for itself.

[BAYARD-DESIGN · Accepted solution]

Hi,

I had the same CANT-note.

After Illustrator startup, (pressed OK to the CANT-note) In Illustrator, just go to: Window > Workspace > Reset current workspace

After it is reseted, choose the workspace you like. At next Illustrator startup the CANT-note is gone.

: ) Casper

[Mike_Gondek]

Does this happen in 2017, or just 2018? Please make sure you disable the cineware extension in 2018 install  and then try rebooting 2018. Having the plug in installed in 2017 should no affect 2018. Could be possibly some parts of the extension might be in your OS and you would have to use the unbinstaller to help 2018 boot without CANT error.

[wellingsome]

Something close to the reset workspace solution worked!

I had to create a completely new custom workspace (just resetting and then selecting one of the default workspaces did absolutely nothing). By creating a custom-named workspace and then quitting and restarting AI, the CANT error seems to have disappeared!

In doing this, I also realized that when doing Window > Workspace > (selecting any of the predefined workspaces) absolutely nothing was changing. I was stuck manually going in and switching on individual window panels. For some reason illustrator refused to switch on whatever predefined workspace I selected.

Now everything seems to be functioning as it should!

Thanks!

[jonathanh97372742]

Having the same issue on a Windows machine. However there is not a Window > Workspace > Reset current workspace in my illustrator. Where can I find this setting on a Microsoft machine? Thanks.

[Monika Gause]

Then what do you find in Window > Workspace?

Which version is it?