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Illustrator 2021 crashing on launch - won't update to new version

New Here ,
Jun 20, 2021 Jun 20, 2021

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I have Illustrator 25.0 installed. It will not open at all - just stuck on the waiting screen. Then goes to "not responding" and crashes. 

 

I am trying to update it via Creative Cloud. When I click "update" it just freezes and doesn't actually update. 

 

Im running OS Catalina. I cleared up disk space. I closed every single progam - nothing is working. 

 

Please help. 

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Adobe Community Professional ,
Jun 20, 2021 Jun 20, 2021

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Try trashing your Illustrator preferences. Hopefully, resetting the program to its defaults will clear up the problem.

To do so on a Mac:

For Macintosh Users: 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.

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Adobe Employee ,
Jun 20, 2021 Jun 20, 2021

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Hi there,

 

Sorry to hear about your experience. In addition to the helpful suggestion given by Bill, I'd request you to try using Creative Cloud Cleaner Tool(https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) to remove the existing installation of the Adobe app & reinstall once done. Let us know if it helps.

 

Regards,

Ashutosh

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