Skip to main content
W
wellingsome
Known Participant
October 19, 2017
Answered

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

  • October 19, 2017
  • 2 replies
  • 17247 views

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.

    This topic has been closed for replies.
    Correct answer BAYARD-DESIGN

    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

    2 replies

    B
    BAYARD-DESIGNCorrect answer
    Participant
    November 12, 2017

    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_Gondek10189183
    Community Expert
    Mike_Gondek10189183Community Expert
    Community Expert
    November 13, 2017

    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.

    Mike_Gondek10189183
    Community Expert
    Mike_Gondek10189183Community Expert
    Community Expert
    October 19, 2017

    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.

      W
      wellingsomeAuthor
      Known Participant
      October 19, 2017

      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_Gondek10189183
      Community Expert
      Mike_Gondek10189183Community Expert
      Community Expert
      October 23, 2017

      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

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices