Illustrator 2022 Black homescreen and no add new file Macbook Pro

[Eihab and25381062tbem]

During eliminating a virus on my mac, (deleting couple of files)

My illustrator home screen went black with nothing to show and I am unable to add new files. I have tried to turn off and on through the preffrence and still nothing changed. Also tried deleting the app and downloading it again also nothing changed. 

Help would really be appreciated 

[Mike_Gondek]

Black screen

• Rename CEP folder from /Library/Application Support/Adobe  to CEP.old

PREFS  RESET (thorough)

Quit Illustrator

Finder >> Shift Command G

~/Library/Preferences/Adobe Illustrator 22 Settings/en_US*/Adobe Illustrator Prefs

rename Adobe Illustrator 22 to Adobe Illustrator 22 old

PREFS  RESET (other)

Quit Illustrator

Finder >> Shift Command G

~/Library/Application Support/Adobe/Adobe Illustrator 22/

rename Adobe Illustrator 22 to Adobe Illustrator 22 old

Press Win+R -> appdata -> Roaming -> Adobe -> rename folder Adobe Illustrator 20 (or 21) Settings to any other name.

[Eihab and25381062tbem]

There is "adobe illustrator file" and there is "adobe illustrator 23,24,26"

but i have no illustrator 22

[Mike_Gondek]

Might you be able to share howyou got the virus to warn others. There are not many virus on mac. Most often in recent years in my professional experience has been trojan horses (eg: cleanmy mac by macpaw/zeobit/kromtech  made by companies outside the US posing as antivirus software.

[Anubhav M]

Hello @Eihab and25381062tbem,

Sorry to hear about this experience. I hope the steps shared by Mike helped resolve the problem. If not, Please try following these steps one by one and let us know how it goes: 

• Close all Adobe applications
• Rename the CEP folder to CEP.old from the following location: 
  /Library/Application Support/Adobe  
  
• If that doesn't help, rename the extensions folder to extensions.old in the following location: 
  /Library/Application Support/Adobe/UXP 
  
• If that doesn't help, uninstall the application using the CC Cleaner tool and reinstall it from the Creative Cloud Desktop app.  

Kindly update this thread if you need further assistance. We'd be happy to help.

Thanks,

Anubhav

[Eihab and25381062tbem]

thanks a lot for your help
There was no CEP file

only UXP file tried that but nothing changed

[Anubhav M]

Hello @Eihab and25381062tbem, thanks for confirming that.

I would  request you try uninstalling the application using the CC Cleaner tool , reinstalling it from the Creative Cloud Desktop app, and share your observations.

Looking forward to your response.

Regards.