Illustrator 2021 [CANT] error when running app. Can't create new files or Save/Save as.

[Stephen25534316qakn]

Hi all,

I am having an issue with Illustrator 2021 that seemed to start up overnight. When I try to open Illustrator 2021 I get a "The operation cannot complete because of an unknown error. [CANT]" error message and then once it fully opens, it is just a gray screen and not the normal Illustrator interface. It does not respond to me trying to start a new file or save/save as anything I open. I can open previous Illustrator files and save as copy, but it is very frustrating to have to use these workarounds.

I have uninstalled and reinstalled Illustrator 2021 and restarted my computer. I tried clearing the cashes, but could not use any key commands when starting the program due to the error. I have to use 2021 because of certain plug-in licenses that are not compatible with newer versions, and I can't seem to convince anyone with authority at my company to upgrade them. I tried to use Adobe Support, but I guess due to my license being part of a company wide license for Adobe, I do not have the ability to go through normal support channels.

Any help is greatly appreciated!

[Mike Witherell]

Have you poked around in Security settings in macOS to see whether the app has been given permission to access the disk?

[Stephen25534316qakn]

Hey Mike,

Thanks for your response!

It does not appear to be on the list of Full Disk access permissions, but it will not seem to allow me to add it. When I try, nothing happens.

[Bill Silbert]

You said that you cleared caches but did not say that you had reset preferences. This process will restore the program to its defaults and hopefully fix the issue.

To reset preferences on a Mac:

The User Library folder in which Illustrator’s preferences are stored is hidden by default on most Macintoshes. To access it make sure that Illustrator is closed and click on the desktop to launch a Finder Window (Command-N).With this window in column view follow the path User>Home folder (it’s the folder with an icon that looks like a house—it may have the user’s name rather than “Home”) and click on the Home folder. With the Option Key pressed choose Library from the Finder Go Menu. “Library” will now appear within the Home folder. Within the Library folder find the folder called Preferences and within it find the folder called “Adobe Illustrator <Version #> Settings” (earlier versions of Illustrator might just say “Adobe Illustrator”) and the file called “com.adobe.Illustrator.plist” and delete both that folder and that file. When Illustrator is next launched it will create new preference files and the program will be restored to its defaults.

The advantage of manually deleting preference files in this manner is that after you’ve reset up the program (make sure that no document window is open) to your liking, you can create copies of your personalized “mint” preference files (make sure that you quit the program before copying them—that finalizes your customization) and use them in the future to replace any corrupt versions you may need to delete.

[Stephen25534316qakn]

Hey Bill,

Thanks for the response!

Unfortunately, it does not appear that this has fixed the issue. I also tried completely uninstalling Illustrator and ensuring that it deleted the preferences, restarted my Mac, and reinstalled Illustrator and it is still doing the same thing. Could having the latest Illustrator also installed be affecting something? I have had both for a while before having this issue.