Error opening a new file in illustrator

[GABRIELA PATR26990917135i]

When I try to create a new file, the illustrator's side interface opens, but the canvas part remains the home screen, where the options for previous works are, create new file, open, start, learning, etc. When it opens normally, some windows are not displayed and instead of the color options, for example, there is a black square.

[Monika Gause]

Does it get better when you disconnect from the internet?

[GABRIELA PATR26990917135i]

No, same problem.

[Monika Gause]

Then maybe it could be an idea to contact Customer Care. then can login to your system to check this out: https://helpx.adobe.com/contact.html 

[GABRIELA PATR26990917135i]

I'll try that, thanks!

[Anshul_Saini]

Hi @GABRIELA PATR26990917135i,

Thanks for reaching out. This seems like a UI issue. Would you mind trying a couple of steps and seeing if that helps:

• Reset Illustrator preferences manually (https://helpx.adobe.com/illustrator/kb/troubleshoot-preference-issues.html)
• Rename the CEP folder to CEP.old from the following location:
  C:\Program Files (x86)\Common Files\Adobe
  Rename the UXP folder to UXP.old from the following locations:
  C:\Program Files\Common Files\Adobe\
  C:\Program Files (x86)\Common Files\Adobe

If this doesn't help, would you mind confirming the Illustrator version and sharing a screenshot of your system's specifications?

We'd be looking forward to your response.

Thanks,

Anshul Saini