Illustrator 2024 freeze at startup (Win 10)

[Amiable_genius0D45]

The app was working fine last week, but now when I start Illustrator (V28.6) , the app starts but then gets stuck in 'not responding' mode.

I tried the following to no avail :

- basic uninstall/reinstall Illustrator

- installed an older version (went back to 28.0)

- used Cleaner Tool to uninstall Illustrator

I have no Beta Apps installed.

All the other apps work correctly.

I don't know what else to do.

[Anubhav M]

Hello @bstefan,

We understand how frustrating it can be to encounter crashes in the middle of work. Would you mind trying the suggestions shared in this help article (https://adobe.ly/4cE5p8a) and checking if they help? Also, kindly submit the crash report using your Adobe email address and share it here for quick tracking. The steps are shared here: (https://adobe.ly/4dMSSQO). We appreciate your time and patience in helping us resolve this issue. 

Thanks,
Anubhav

[Amiable_genius0D45]

Hi, thanks for your response.

But there's no crash report dialog, as the app just freeze.

Today, I tried uninstalling all Adobe apps with the Cleaner Tool, and reinstalled Illustrator after restarting the computer.

Illustrator is still not working.

[Anubhav M]

Hello @bstefan,

Sorry to hear that the suggestions did not help. Would you mind trying to run Illustrator under a different administrator account (Windows / macOS) and checking if it helps? If the problem persists, kindly share a screenshot of the screen where Illustrator gets stuck so we can check it with the team.

Looking forward to hearing from you.

Thanks,

Anubhav

[Amiable_genius0D45]

Hello,

The computer is managed by my organisation and I can't login with a different account.

Here is a screenshot.

 

[Anubhav M]

Hello @bstefan,

Thanks for confirming. Would you mind trying to run Illustrator under Safe Mode (Windows / macOS) and checking if it helps? Also, try turning off your internet connection and setting a default printer (https://support.microsoft.com/en-us/windows/set-a-default-printer-in-windows-e10cf8b8-e596-b102-bf84...) and then relaunching and share your observations.

Looking forward to hearing from you.

Thanks,

Anubhav