Home screen preset icons display issue in Illustrator CC2020 on macOS

[dmilazzo]

What's going on here?

Anoyne has the same issue? 

{Renamed by MOD}

[Mylenium]

Without any system info we can't tell you much. This simply looks like a wrongly interpreted screen DPI setting causing AI to scale the icons.

Mylenium

[dmilazzo]

Mac OS Catalina.

[federico platon]

The apple icon top left of your system, shows detailed info, like detailed numerical versión of OSX.

Even more important is the machine and the display it uses. And it's display settings 0Preferences>Display).

You may try to reset preferences, it's harmful, by holding Cmd+Alt+Shift while opening the app.

Alyternatively, press Cmd+K to enter Preferences and check Use legacy "File New"interface to open a document and start working.

Later try again, unchecking that.

I guess you have changed to a too low resolution of your display.

[dmilazzo]

No Federico, nothing has been changed. It's an issue with the latest update, all my coworkers have the same problem. I didn't change any setitngs. Work on a Macbook Pro, retina screen.

[Ashutosh_Mishra]

Hi there,

Sorry to hear about your experience. Would you mind sharing the exact version of Illustrator and macOS?
Please try resetting the Illustrator preferences following the instructions below:

• Close all Adobe applications. 
• Go to locations 
• ~/Library/Caches 
• ~/Library/Application Support/Adobe 
• ~/Library/Preferences 
• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 24 Settings folders to  Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 24 Settings.old 
• Launch Illustrator from the Creative Cloud.

**Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.

You may also try turning off GPU Preferences under Preferences > Performance and see if it makes any change.
Looking forward to your response.

Regards,

Ashutosh

[dmilazzo]

Mac OS Catalina
v10.15.4

Macbook Pro 2019 16Gb Ram 

2.6 GHz 6-Core Intel Core i7

Illustrator v24.0.1

[dmilazzo]

Resetting preferences cause this

[federico platon]

I suugested you using the legacy New file interface (Preferences>General) while it resolves.

About Illustrator version, there is an update from some days ago available, v.24.1.1 and likely others will be available soon.

P.S. I have a 2019 Mac Book Pro 16" with OSX 10.15.4 and Illustrator 24.1  here is my screenshot, w/o problems:

Display Resolutio: Default for display.

[juliewiens]

I have the same issue. Started with the latest update. I tried resetting the Illustrator preferences but with no luck. I downgraded to 24.0.3 and it was fixed. 

[Guest]

I don't understand what happened with my updated illustrator
when I open it icons looks soo huge 

And I tried to add a screenshot but colors were changed (((

This is the last 2020 version update(((

{Renamed by MOD}

[Srishti Bali]

Hi Liusy,

Sorry to hear that you are having trouble. These are two different issues, let us resolve them one by one. 

• For icon on the Home Screen, please follow the steps shared above by Ashutosh.
• For Screenshot issue: Looks like you are placing screenshots taken from iOS (iPad or iPhone) in Illustrator. They are 16 bit images which are not supported in Illustrator as of now. Please try the steps shared on this similar discussion (https://community.adobe.com/t5/illustrator/screenshots-clicked-on-ios-are-distorted-when-open-placed...) and let us know how it goes. 

Regards,

Srishti

[agustinasyp]

After last update my Adobe Illustrator got very slow and is always opening like this (view image)

{Renamed by MOD}

[Ashutosh_Mishra]

Hi there,

Sorry to hear about your experience. There are some other users who have reported similar issue with the latest update. This issue is being reviewed by product team. I'd request upvoting this issue on our UserVoice page: https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/40153591-preset-icons-o...

I  would also request if you could try following these steps and share your observations:

1. Please make sure you have Creative Cloud desktop app updated to the latest version.
2. If that doesn't help, go to following location:
/library > application support > Adobe > UXP > extensions and rename extensions folder to extensions_old.

Let us know how it goes.

Regards,

Ashutosh

[Ashutosh_Mishra · Accepted solution]

Hi All,

Sorry to hear about your experience. There are some other users who have reported similar issue with the latest update. This issue is being reviewed by product team. I'd request upvoting this issue on our UserVoice page: https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/40153591-preset-icons-o...

I  would also request if you could try following these steps and share your observations:

1. Please make sure you have Creative Cloud desktop app updated to the latest version.
2. If that doesn't help, go to following location:
/library > application support > Adobe > UXP > extensions and rename extensions folder to extensions_old.

Let us know how it goes.

Regards,

Ashutosh

[elena.nov]

Renaming the folder worked for me. Thank you! Will renaming the folder affect any functionality of the app?

[Ashutosh_Mishra]

Glad to hear it worked out. There will be no effect on the app functionality.
Feel free to reach out if there is any other concern, we'll be happy to help. Thanks!

[agustinasyp]

Renaming the folder worked for me too! Thanks!! 

[ImpactDisplays]

Renaming the "extensions" folder to "extensions OLD" worked for me too. So, now what do I do with this renamed folder. Can I delete it? Should I rename it back and delete the contents? Should I rename it back and delete only one folder inside it (it contains multiple folders)? If deleted, does the folder get regenerated/fixed automatically? What's the next step if this is the solution to the issue? I'm assuming this folder is there for a reason, so I don't want to start renaming or deleting system/library folders to fix one thing and have it break something else or break another app. And I also don't want to leave a renamed folder or content in a system/library folder that isn't doing anything and just taking up space.

The only thing noted below regarding renaming the folder is, "There will be no effect on the app functionality." If this is the case, why is the folder even there? What does it do? And there was an effect on app functionality. Renaming the folder fixed an issue which means the folder does affect Illustrator and Illustrator uses that folder.

I don't mean to be a pain, but if I'm instructed to go edit system/library folders, I'd like more details on what's being edited, what the thing I'm editing does, what the next step is if it fixes a problem and if it can safely be deleted if it's causing an issue without inadvertently breaking something else. Thank you!

[dmilazzo]

I don't have extensions in UXP folder?

[Srishti Bali]

Hi Daniel,

I think you are looking for this folder in user Library. Please try these steps:

• Open Finder and click Go in Finder menu.
• Click Go to folder, type this path /Library/Application Support/Adobe/UXP and click Go.
  

Regards,

Srishti

[dmilazzo]

THank you, I know how to get to the folder but UXP is empty. 

[Srishti Bali]

Looks like we need to reinstall Creative Cloud Desktop app on your system. Please try following these steps and share your observations:

• Close all Adobe Apps.
• Uninstall Creative Cloud Desktop app with Cleaner tool (https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html).
• Once uninstalled, restart the machine.
• Reinstalled Creative Cloud app from https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html.
• Open Creative Cloud and turn on "Always keep Creative Cloud up to date" option in General Settings.
  
• Relaunch Illustrator and check how it works.

Regards!

[Steve@IMPLAN]

I was having this same issue. I used the Illustrator Uninstal file that is located in the Applications Folder on Macs. Removed all notification, alerts, and the like through the Adobe CC app on my desktop. Waited for the uninstal to fully complete and then restarted my computer. Opened the Adobe CC desktop app and reinstalled Illustrator. Seems to have fixed the issue. 

[BradOliver]

Same issue here.  It's been like this for a few weeks.  I'll try fixes now.