• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
0

Illustrator 2024 not responding

Community Beginner ,
Mar 06, 2024 Mar 06, 2024

Copy link to clipboard

Copied

Hello there.

Need some help regarding Illustrator suddenly unable to open.

I have just reset my RAM & motherboard ( I do this annually with the techinician) 
Every adobe app works well (photoshop, lightroom, premiere pro) but only facing troube with illustrator.

I have tried:
- reinstall illustrator
- adobe cleaning

- reinstall creative cloud

 

None of these work. Can anyon help with this? I need this for work thou.

TOPICS
Bug , How-to

Views

928

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 Expert ,
Mar 06, 2024 Mar 06, 2024

Copy link to clipboard

Copied

On Win or Mac? Try to reinstall all OS drivers or make fresh install of OS if you are on Win

Votes

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 ,
Mar 06, 2024 Mar 06, 2024

Copy link to clipboard

Copied

Hi, I'm on windows PC.

I tried reinstalling the drivers as well. Not chance at all.

The illustrator loading screen always stuck at:
com.adobe.AdobeSplashKit.GraphicWindowClass

This only happens to my pc. My laptop (windows) is working fine with its illustrator.

Votes

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 ,
Mar 07, 2024 Mar 07, 2024

Copy link to clipboard

Copied

Hello @Kindoru30850281clph,

 

I'm sorry to hear about the trouble you're experiencing with Illustrator on your Windows PC. It seems like a persistent issue, despite your attempts to troubleshoot.

 

To better assist you, could you please provide the following information:

  1. The version of Illustrator you're using.
  2. Details about your system specifications, including CPU, RAM, and GPU.
  3. The version of Windows you're running, along with the build number.

 

In the meantime, here are a few additional steps you can try:

  1. Run Illustrator as an administrator: Right-click on the Illustrator shortcut or executable, then select "Run as administrator" from the context menu.
  2. Temporarily disable any antivirus or firewall software you have running, as they may be interfering with Illustrator's operation.
  3. Check for any pending updates for both Windows and Illustrator and ensure they are fully up to date.

 

Once you provide more information, we can offer further assistance in troubleshooting the issue.

 

Best regards,

Anshul Saini

Votes

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 ,
Mar 07, 2024 Mar 07, 2024

Copy link to clipboard

Copied

Version of illustrator: 28.3
OS Name Microsoft Windows 10 Pro

Version 10.0.19045 Build 19045
System Model: Z590 AORUS ELITE
System Type x64-based PC
CPU: Processor 11th Gen Intel(R) Core(TM) i7-11700K @ 3.60GHz, 3600 Mhz, 8 Core(s), 16 Logical Processor(s)
Harddisk: KINGSTON SNVS2000G 1TB
GPU:NVIDIA GEForce RTX 3060
32GB RAM

Update on issue: 
I just found out that I cant open my after effects as well.
Same problem occurs to it, unable to load starting from the loading screen and it just freezes there with not responding.

Votes

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 ,
Mar 08, 2024 Mar 08, 2024

Copy link to clipboard

Copied

Hello @Kindoru30850281clph,

Thanks for sharing the details. Would you mind trying to run Illustrator under a different administrator account (Windows / macOS) and checking if it helps?


Looking forward to hearing from you.

 

Thanks,

Anubhav

Votes

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 ,
Mar 14, 2024 Mar 14, 2024

Copy link to clipboard

Copied

I've tried it. But nothing happens.

It is still the same sadly 😞

Votes

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 ,
Mar 14, 2024 Mar 14, 2024

Copy link to clipboard

Copied

Hello @Kindoru30850281clph,

 

I'm sorry to hear that the issue persists despite trying different troubleshooting steps. Let's try a few more options to see if we can resolve this:

  1. Close all Adobe applications.
  2. Navigate to the following location on your PC: C:\Users\username\AppData\Roaming (replace "username" with your actual username).
  3. Find the folder named "com.adobe.dunamis" and rename it to something like "com.adobe.dunamis.old".
  4. After renaming the folder, try launching Illustrator again and see if it loads properly.

If the issue persists:

  1. Set Adobe PDF as the default printer on your system (https://adobe.ly/3VjJePI).
  2. Ensure that your Windows operating system and GPU drivers are up to date.

After trying these steps, please let us know if the issue persists or if there are any changes in Illustrator's behavior. We'll continue to assist you until we find a resolution.

 

Best regards,

Anshul Saini

Votes

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 ,
Mar 15, 2024 Mar 15, 2024

Copy link to clipboard

Copied

I've tried to rename the adobe.dunamis, it just pop out "action cant be completed because the folder or file is in another program." but i already restarted and close all adobe related applications.

Changing the default printer did not work as well.

still stuck at loading screen indicating:
com.Adobe.Adobesplashkit.GraphicWindowClass

Votes

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 Expert ,
Mar 15, 2024 Mar 15, 2024

Copy link to clipboard

Copied

You might want to contact Customer Care https://helpx.adobe.com/contact.html 

Votes

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 ,
Mar 15, 2024 Mar 15, 2024

Copy link to clipboard

Copied

Thanks for trying. If you're encountering an error, rename the Adobe.dunamis folder, even after restarting your system and closing all Adobe-related applications. Since you're still stuck at the loading screen with the "com.Adobe.Adobesplashkit.GraphicWindowClass" indication, let's try another approach.

Please follow these steps:

  • Restart your computer under system Safe Mode. This mode loads only essential system processes and drivers, which can help in resolving issues caused by conflicting software or processes.

  • Once in Safe Mode, try renaming the Adobe.dunamis folder again. Ensure no Adobe applications are running and you're logged in with an administrator account.

  • After renaming the folder, restart your computer normally and see if you can launch Illustrator without encountering the loading screen issue.

 

Please let me know if this doesn't resolve the issue, and we can explore other troubleshooting steps.

 

regards,

Anshul Saini

Votes

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 ,
Mar 16, 2024 Mar 16, 2024

Copy link to clipboard

Copied

Hi, thank you for the troubleshoot suggestion.
Something interesting happened.

While i rename the adobe.dunamis folder to old. Initial after restart i was able to see my AI screen once more.
But when i open my after effects, it still cant open (stuck at loading screen)
and when i go back to open my Illustrator again, the same thing reoccured, once more I'm unable to open my illustrator.

Votes

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 ,
Mar 18, 2024 Mar 18, 2024

Copy link to clipboard

Copied

LATEST

Hello @Kindoru30850281clph,

We're sorry for the trouble. It looks like we need to troubleshoot this in a live session. Please head here (https://adobe.ly/3TmIHtR) and select the chat button in the lower-right corner of the page. Kindly share the steps taken and your observations with the team. We can help troubleshoot faster that way.

 

Thanks,

Anubhav

Votes

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