Freeze on Launch - Illustrator 28.7.1 on Windows 11

[Cosmin_8888]

Illustrator 2024 hanging when trying to open or create new file. OS: Windows 11 Pro 64bit latest updates Illustrator has the latest updates. I reinstalled the app multiple times. I also used Adobe uninstall utility to clean up any previous installation.

[Monika Gause]

Can you check if there is a printer correctly installed, turned on and set up as the default printer?

If you do not have a printer, check the same for the Windows PDF printer. Windows tends to mess with the printer with every update.

[Cosmin_8888]

What printer has to do with opening or creating a file????

Illustrator itself opens. It just you cannot do anything with it.

I had an older version of Illustrator before and it worked just fine.

Any other Adobe software (photoshoo, indesign, acrobat) working fine.

[Anubhav M]

Hello @Cosmin_8888,

I am sorry to hear about your experience. Would you mind confirming if Illustrator launches with a blank screen like this or if it shows an error message:

If it's the former, try installing the latest beta for Illustrator (https://adobe.ly/3TJFR2K), where our product team has tried fixing this problem.

If not, it would be really helpful if you could share a screen recording of the problem (https://adobe.ly/4eAcFU0), so we can investigate this further.

Looking forward to hearing from you.

Thanks,

Anubhav

[Cosmin_8888]

The Illustrator is opening. If I try to open any previous files or try
create new one is hanging. The windows event log have no useful info.

For the money Adobe demands now perpetualy for a license, it is extremely
dissapointing to hear that Adobe is "trying" to fix the issue. I have this
issue for more than a month now. Meanwhile, there were a bunch of updates
from Adobe.

I will send a video end of day.

[Cosmin_8888]

@Anubhav M 

Here are the recordings:

• opening a recent file
• opening a new file

https://www.dropbox.com/scl/fo/ezbot54pjrjais14x9i6h/AGM03-Jf-Fa0Ik6alllU5Kc?rlkey=xgqlh98ptvbh27wwi... 

[muthita_8207]

hello there 

Now I'm the one who has the problem as you 

trying to install, update anything but its doesn't work for me as well 

can you fix it so far?

[Cosmin_8888]

Hi @muthita_8207 ,

Please see the answer from  Anshul_Saini.
For me, disabling the GPU performance fixed the issue.

[Monika Gause]

---

@Cosmin_8888  schrieb:
What printer has to do with opening or creating a file????

---

You can just trust me, because I have seen that in dozens of threads. But maybe you do not trust a zebra.

Illustrator saves information about a printer into the file. When opening the file it looks for that printer.

Even new files are based on other files, so creating a new file is like opening an existing one. So Illustrator does its routines.

Fixing the printer has helped in dozens of cases llike yours.

[Cosmin_8888]

The printers are working fine with any other software including other Adobe
ones.

Could you please explain how can I detect that Illustrator has a problem
with my printer(s)? Is there a log somewhere? I do not get any error
message on screen or in Windows events log.

[Monika Gause]

I will not go into that debate.

[Cosmin_8888]

What do you mean "I will not go into that debate."?
I am simply asking you to help me and show me how to detect that Illustrator has a problem with my printer when all other programs have no problem. I really have no clue.

[Monika Gause]

---

@Cosmin_8888 wrote:

What do you mean "I will not go into that debate."?

---

In this forum 95% of people are not staff. We are helping in our spare time.

We do not have insights into the Illustrator code or where to dig up things.

We are just like the living table of contents of this forum. I have told you that there are dozens of cases in which resetting the printer has helped with exactly your issue. So this is something you can try. 

And most of the time troubleshooting is trying out one possible solution after the other. That is the only thing you can do. 

[Cosmin_8888]

Hi @Monika Gause ,

Thank you for offering your time and support to help with this issue! I appreciate your willingness to assist. I wanted to mention, though, that some of the advice seemed a little incomplete. For example, more detailed guidance on how to debug and check whether the printer itself is causing the issue would be super helpful. Also, there doesn't seem to be a "reset" option on the printer. Maybe you meant reinstalling the printers? Clarifying that would make things a lot clearer!

Thanks again for your help – it's appreciated, especially since I know you're doing this in your spare time.

[Anshul_Saini · Accepted solution]

Hi @Cosmin_8888,

I completely understand your frustration, and it’s tough when things aren’t working smoothly, especially when you’re paying for a subscription.

Aside from the helpful suggestion about the printer settings that Monika mentioned, there are a couple of other things you can try:

1. Turn off GPU Performance: Go to Edit > Preferences > Performance and disable the GPU Performance option. Sometimes, this can cause Illustrator to hang when opening or creating new files.

2. Try disconnecting from the internet temporarily: For testing, you could try launching Illustrator without an internet connection. This can help rule out if there’s something network-related causing the issue.

3. Set Adobe PDF as the default printer: As Monika suggested, setting the Adobe PDF printer as your default printer could help. Here’s a helpful guide on how to do that.

If none of these steps work, please let us know. We’re here to help you figure this out!

Best regards,

Anshul Saini

[Cosmin_8888]

@Anshul_Saini thank you. I will try these and get back to you.

[Cosmin_8888]

@Anshul_Saini thank you!

Disabling the GPU performance option fixed the issue.

I hope you see the irony here: disabling the GPU performance for a graphic software...

I hope Adobe fix this issue and give me a shout when it is fixed.