Illustrator 2022 Black homescreen and no add new file Macbook Pro

Community Beginner ,
Jul 25, 2022 Jul 25, 2022

Copy link to clipboard

Copied

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 

TOPICS
How to , Performance , Tools , Type

Views

71

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct answer

Community Beginner , Jul 25, 2022 Jul 25, 2022
thanks a lot for your help There was no CEP fileonly UXP file tried that but nothing changed

Likes

Translate

Translate
Adobe Community Professional ,
Jul 25, 2022 Jul 25, 2022

Copy link to clipboard

Copied

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.

 

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Jul 25, 2022 Jul 25, 2022

Copy link to clipboard

Copied

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

but i have no illustrator 22

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Jul 25, 2022 Jul 25, 2022

Copy link to clipboard

Copied

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.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Jul 25, 2022 Jul 25, 2022

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Jul 25, 2022 Jul 25, 2022

Copy link to clipboard

Copied

thanks a lot for your help
There was no CEP file

only UXP file tried that but nothing changed

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Jul 25, 2022 Jul 25, 2022

Copy link to clipboard

Copied

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Jul 27, 2022 Jul 27, 2022

Copy link to clipboard

Copied

LATEST

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.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines