I can't open a file in Adobe Illustrator

New Here ,
May 10, 2022 May 10, 2022

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Hello,

When I open illustrator I see an 'error'. I also can't open a new file or a seved file. 
It al freezes and there's nothing more I can do. 
Whan can I do to fix this? 

In the video you can see what I mean. 

Thanks for the help,
Saskia

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Adobe Community Professional ,
May 11, 2022 May 11, 2022

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So Illustrator crashed and then it cannot recover the files that were open and crashes again. Is that the case?

 

Do you need to recover the files or do you have a backup?

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New Here ,
May 11, 2022 May 11, 2022

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Yes, I got this error with every file I open ... 

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Adobe Community Professional ,
May 11, 2022 May 11, 2022

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Do you need to recover any files?

 

If not: try and reset the preferences.

This will erase your settings.

You might want to rename the preferences folder to prevent that.

https://helpx.adobe.com/illustrator/using/setting-preferences.html

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New Here ,
May 11, 2022 May 11, 2022

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Hey Monika,

 

No they are all saved on my OneDrive. 

I'm trying it .. thanks. 

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New Here ,
May 11, 2022 May 11, 2022

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Hey Monika,

 

It's not working. 
I reset the preferences. 
Rename te folder > I can't find the folder name ... 

I can't even open a new file. The screen then freezes. 

I keep on trying. 🙂 

 

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Adobe Community Professional ,
May 11, 2022 May 11, 2022

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Why are you showing that plist?

Illustrator preferences are in your user folder inside the Preferences folder.

 

To reset them and wipe everything: Press Alt+Shift+Cmd when launching Illustrator

 

You might want to contact Customer Care to have them take a look at the mess.

https://helpx.adobe.com/contact.html

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New Here ,
May 11, 2022 May 11, 2022

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I will do that. thank you. 

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New Here ,
May 18, 2022 May 18, 2022

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UPDATE: 
I've got help from Adobe. They tried to help me twice, they called me yesterday and we tried to solve the problem. But they can't find it yet.. They will update me if they have a solution. 

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New Here ,
May 18, 2022 May 18, 2022

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Now I have the same problem as you. Now I can't open new files and other files.

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New Here ,
May 18, 2022 May 18, 2022

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Hmmm, that's not nice. I've you go to > illustrator > preferences > performance > there you see GPU Performance > uncheck this. 

Does this work then? 

That's what they did to my illustrator. But on my MacBook Pro it works perfect, but not on my iMac. 

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New Here ,
May 18, 2022 May 18, 2022

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Oh, it's back to normal. Thank you very much.

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New Here ,
May 18, 2022 May 18, 2022

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you are welcome! 

That's how they fixed it with me. It's a quick fix till they find a better solution. 😉 

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Adobe Employee ,
May 18, 2022 May 18, 2022

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Hello @saskiak16000864,

 

Glad to hear that the problem was resolved. Can you also try updating to macOS 12.4 and re-enable GPU Performance to check if the problem persists?

 

Looking forward to your response.

 

Thanks,

Anubhav

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