Freezing when opening a new file on windows. otherwise perfect.

[tristint5]

Please Help! I can't open a new file in illustrator. I have uninstalled all illustrator versions and just reinstalled the latest version and it is still happening. This started a couple of years ago and I have had to save artboards of varying sizes on my computer to keep working!

I am having to endtask to close it.

Any suggestions appreciated:)

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[tristint5]

thankyou


[cid:removed -  kglad]

[kglad]

you're welcome.

[Bobby Henderson]

What are your computer system hardware specs (type of CPU, graphics card, amount of RAM, etc)? Does the computer's hardware surpass Illustrator's minimum requirements? Also, do you have any periphreals attached to your computer, such as a Wacom graphics tablet? About a year ago Wacom had problems with a Windows driver that would cause the Illustrator application window to simply disappear shortly after launching the application. They fixed that issue with a driver update.

[tristint5]

This is what i have.
Intel(R) Core(TM) i7-9750H CPU @ 2.60GHz 2.59 GHz

No other things attached


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[Bobby Henderson]

That's a 2019 era CPU, which isn't all that old. Given it's an i7 CPU (rather than a lesser i3 or i5) it should have more performance "oomph" to it. How much RAM does your computer have? What kind of graphics board is installed inside of it?

Added edit: is your computer having any problems with any other applications? Roughly five years is not old for a modern computer; I wouldn't expect hard drive issues or anything like that. Still, stuff happens (not saying the other S-word).

[tristint5]

RAM16.0 GB (15.9 GB usable)

 it is an expensive gaming laptop and the graphics card is high spec.

Maybe that drive is too full??  I have no problem opening a new file in PS but illustrator !!

I have no problems with any other apps. 

[Bobby Henderson]

16GB of RAM is about the minimum for the current version of Illustrator (Adobe's minimum requirements say 8GB). If the RAM in your computer can be upgraded I'd look at bumping it up to 32GB if possible. But the first thing to do is check for any driver updates for your graphics board and other components inside the computer.

[tristint5]

the graphics card is a GeForce RTX 2070 and I have just updated it. 

Still happening:(  

[Bobby Henderson]

I assume you have already tried resetting Illustrator's Preferences file. Correct?

[Larry G. Schneider]

Are you using a gaming video driver or a studio one? If a gaming one please try a studio version.

[tristint5]

Using studio

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[Anubhav M]

Hello @tristint5,

We understand that encountering technical issues can be frustrating. Would you mind performing a clean reinstallation of the GPU drivers (Intel / NVIDIA / AMD), setting the Graphics Preference to High-Performance for Illustrator (https://adobe.ly/3URaAg1), and trying the suggestions shared in this help article (https://adobe.ly/3SJ2Mdm) to check if it helps?

Also, try running Illustrator under a different administrator account (Windows / macOS) and share your observations.

Looking forward to hearing from you.

Thanks,

Anubhav

[tristint5]

I will try


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