Illustrator 2019 Not Responding while saving and opening the files on mac Mojave

[danielc30461595]

Do you like puzzles??? Here's one

I run Illustrator 23.0.4 on a 2018 MacBook Pro running Mojave 10.14.5

It happens when I save an Illustrator file, or try to open one; I can open the program and create new files, but if I try to save it, or open any file, Illustrator just stops responding– none of the commands work, not even CMD-Q, I can't even move the window on the desktop– and I have to force quit the program. Additionally, all my Illustrator files indicate that their default program is Preview.

I've deleted cache and preferences, uninstalled and reinstalled about a hundred times, and even tried using older versions; every single version of Illustrator back to 22.1. I've tried saving in different places on my hard drive, as different Illustrator versions, and different file formats, but nothing seems to be working. All of my other Adobe programs are working perfectly, it's just Illustrator.

{Renamed by MOD}

[Mike_Gondek]

Have you tried flushing the OOBE and checking how your Adobe Cloud app is doing for errors? Reason this may be culprit si that is what checkes the serialziation fo your software. If the OOBE datsbse is damegd can hang up.

Quit Creative Cloud desktop app from the three vertical dots icon at the upper-right corner.

Browse to the following location based on your operating system.

macOS

/Users/<user folder>/Library/Application Support/Adobe/OOBE

The \Users\<user folder>\Library\ is hidden by default after 10.7. See Access hidden user library files | Mac OS 10.7 and later for instructions on accessing it.

Delete the entire contents of the OOBE folder.

Restart the computer and launch Creative Cloud desktop app again.

How to fix the issue of Adobe Creative Cloud desktop app not opening or showing a spinning progress ...

[danielc30461595]

I wiped the OOBE folder and restarted Creative Cloud, but it's still not working

[meganchi]

Are you running any Esko plugins?

[danielc30461595]

I had been running the Extensis plug-in for Suitcase Fusion for months; the first thing I did when Illustrator started bugging was to remove all plug-ins, and the issues persist, so I don't think it's that

[Mike_Gondek]

> 8mb ram?

Applications >> utilities >> disk utiliity > First Aid

Repair permissions (Apple made harder do not know what apple was thinking) Resolve issues caused by changing the permissions of items in your home folder - Apple Support

Restart and try without any other apps open?

Use the adobe cleaner to do proper uninstall Use the Creative Cloud Cleaner Tool to solve installation problems

[danielc30461595]

16 mb ram; I tried repairing permissions; restarted; proper uninstalled with cleaner tool; nothing works

[meganchi]

Ok, I wouldn't rule out Suitcase Fusion. We update to Fusion 9 and all of a sudden not only Illustrator, but several other software started bugging out on us and our computer's slowed to a crawl. We reverted back to our prior version of Suitcase and then our software glitches went away.

[Monika Gause]

Is a printer installed, set up as default and turned on?

[danielc30461595]

No printer set as default

[Test Screen Name]

Set s printer as default. You don’t have to own a printer To do this.

[Srishti Bali]

Hi Daniel,

Sorry to hear that Illustrator is still freezing while saving or opening the files even though you have tried multiple steps. I would request if you can share a few more details so that we can find the root cause of the issue:

• Please remove Extensis font management plug-in manually from of the Illustrator plug-ins folder (Finder > Applications > Adobe Illustrator CC 2019 > Plug-ins) and let us know if that helps.

• Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.
• Does it work better if you turn off dictation from system preferences (System Preferences > Keyboard)?

• If not, try turning of I-cloud sync and let us know if that helps.

Please do share crash logs from Console:

1. Go to Spotlight                                                                                                                                               
2. Search for Console.                                                                                                                                                         
3. Go to User Reports and share the last report related to Illustrator.                                       

• Share preferences folders from the following locations:

1. Close all Adobe applications.
2. Go to locations
3. ~/Library/Caches
4. ~/Library/Application Support/Adobe
5. ~/Library/Preferences
6. Copy Paste Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 23 Settings folders on Desktop
7. Zip the folders, upload it to Creative Cloud and share the download link.

Regards,

Srishti

[Srishti Bali]

Thanks for sharing the information on DM. I would request if you can try these steps and share further details:

• Could you please confirm where the files are saved(Network Drive/ System HDD/ Shared Folder on System /External HDD)? Save a file Desktop and check if it works fine at your end.
• If that doesn't help, try to start the system in safe boot (Start in Safe Boot mode for Adobe products on Mac OS X) and let us know if Illustrator works fine after that.
• If nothing helps, login to the root account (How to enable the root user on your Mac or change your root password - Apple Support ) and let us know how it works. If it works fine in the root account, then it could be related to permission errors. Please try these steps (Preferences folder read-only error in Illustrator ) to troubleshoot permissions error on Illustrator preferences folders.

[gregwiedle-cru]

Hi Srishti,

I have a similar issue with Catalina 10.15 and Illustrator 23.1.1 where the Open, Save As, Save a Copy, and Export dialog boxes will not open (I select the menu item or keyboard shortcut but nothing happens), but they do open in Safe Boot Mode. 

What should I try next? Thank you!

[Monika Gause]

First of all you should switch threads. This one covers Catalina: https://community.adobe.com/t5/Illustrator/Illustrator-can-t-save-projects-on-macOS-Catalina/td-p/10...

[gregwiedle-cru]

Thank you, Monika.

[chrisf60651053]

I tried turning off iCloud sync and was finally able to open files but all my links were missing so not sure how this is a solution.

[Srishti Bali]

Hi Chris,

I have sent you a DM please check and reply accordingly.

Regards!

[BeeBee8]

"Application Not Responding" was the message I received when I tried to open certain Adobe Illustrator documents. I could not open certain packaging files that were all similar to each other. The problem files were stored on a networked server. Our system administrator updated the network software and rebooted the network. This solved the issue. I can now open the problem files without Illustrator freezing up.