I can neither create nor open a file

Forum|Forum|6 months ago
July 21, 2025
2 replies
323 views

Hello, I can neither create nor open a file.
When I want to create or open a file, the toolbar opens but then the Illustrator closes again. The file does not open.
I have installed version 29.6.1. I have the same problem with older versions.
The option to open Illustrator with Shift, Control and Alt did not work.
Can anyone help me?
Greetings Stefan

Bug

Abhishek Rao

Community Manager

Hi @Stefan-71,

Thanks for confirming you've already tried resetting preferences. Since the issue continues across versions and prevents you from creating or opening files, please try the following:

Close all Adobe apps, including the Creative Cloud desktop app. Then go to this folder location:

On Windows: %userprofile%\AppData\Roaming\Adobe\CCX Welcome\

On Mac: ~/Library/Caches/Adobe/CCX Welcome

Rename the CCX Welcome folder to CCX Welcome.old. Once done, relaunch the Creative Cloud app and then try opening Illustrator again.

Let us know if this helps or if the behavior changes. I'm here to assist!

Abhishek

S

Stefan-71Author

Inspiring

Hi, No, unfortunately not. But you've given me an idea.
I have changed the setting so that the Welcome page is no longer opened. So it works again.
The problem is actually with this welcome page.
Can you tell me which file is faulty?