Home screen/New document window is blank, frozen, or doesn't display

New Here ,
Mar 23, 2022 Mar 23, 2022

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Hello! When i launch illustrator the home screen is blank and i can't launch a new document, can someone help me fix it? Thank sou!

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Bug , Performance , Tools

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Adobe Community Professional ,
Mar 23, 2022 Mar 23, 2022

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Hi Veronika,

to help you, we need more information. Which version of Adobe Illustrator are you using? Which OS are you running the software on? Have you tried resetting the preferences?

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Adobe Community Professional ,
Mar 23, 2022 Mar 23, 2022

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Adobe Employee ,
Mar 24, 2022 Mar 24, 2022

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Hi @Veronika5FB1,

 

Sorry to hear about the trouble you are facing. In addition to @marliton @gianvitulano suggestions, I would also suggest you try the following steps and let us know how it goes:
For Windows:

  • Rename the CEP folder to CEP.old from the following location:
    C:\Program Files (x86)\Common Files\Adobe
  • If that doesn't help, rename the UXP folder to UXP.old from the following locations:
    C:\Program Files\Common Files\Adobe\
    C:\Program Files (x86)\Common Files\Adobe

For Mac:

  • Rename the CEP folder to CEP.old from the following location:
    /Library/Application Support/Adobe
  • If that doesn't help, rename the UXP folder to UXP.old from the following locations:
    /Library/Application Support/Adobe
    ~/Library/Application Support/Adobe
  • If that doesn't help either, uninstall the application using the CC Cleaner tool and reinstall from the Creative Cloud Desktop app if not done previously.

 

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

Anshul_Saini_0-1648163317572.png

 

Kindly update the discussion if you still need assistance with it. We'd be happy to help.

 

Regards,

Anshul Saini

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