/t5/illustrator-discussions/illustrator-2024-or-2025-won-t-open/td-p/14973790Nov 11, 2024
Nov 11, 2024
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i am hoping for some help - i have (up to date) adobe CC through work - our mac technician has just left so there is no support if you are a mac user and because of adobe being a work account I cant do a live chat with adobe as our admistrator needs to do it.
I am on a new mac book air 13 inch, 16gb memory, Moc os 14.6.1, Apple M3 chip. All other adobe programmes work fine (PS and INd mainly used) but illustrator wont even load...it gets to the start up screen and just stops, then has to force quit. IT have done all the usual - uninstall and re-intall, remove older versions, shut down, restart, log out, log in etc. and also re-set the mac book air. The lap top is a month old and when i first got it, illustrator 24 was working and then just stopped and neither version will work now. Can any one make any suggestions as to how to fix this? i teach graphic design so need illustrator to work fairly urgently. Many thanks.
Sorry to hear about the trouble with Illustrator. Could you share a screen recording showing the crash? This can help us understand exactly when and how it’s happening. Also, do you get any crash reports or error messages when Illustrator stops responding?
One other thing that might help is resetting your Illustrator preferences. Sometimes, corrupted preferences can cause issues. You can follow these steps to reset them: Troubleshoot Preference Issues.
Let us know if resetting the preferences helps or if you see the crash reporter. Looking forward to helping you get this resolved!
/t5/illustrator-discussions/illustrator-2024-or-2025-won-t-open/m-p/14994992#M427491Nov 21, 2024
Nov 21, 2024
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I keep having this same issue as well. I've tried uninstalling and re-installing the latest version of Illustrator and even older versions, and nothing seems to be working. It only happens sometimes– it was working yesterday, but today I cannot even open Illustrator without the spinning wheel and it becoming unresponsive.
I'm sorry to hear about your experience. Would you mind confirming the exact version of the OS installed and a screen recording of the problem so I can better assist you?
Also, try running Illustrator under Safe Mode (Windows / macOS) and share your observations.
/t5/illustrator-discussions/illustrator-2024-or-2025-won-t-open/m-p/15020713#M429096Dec 05, 2024
Dec 05, 2024
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Im experiencing the same thing. It was working a few days ago. tried everything, unistall reinstall, older versions, remove prefferences, restart etc.
Nothing. I need it for work. This is so bad. Had issues with Indesign too and had to revert to an older version. For the premium software in our space this is so bad.
I'm sorry to hear you're having the same trouble with Illustrator on your computer. Would you mind confirming the OS version installed and sharing screenshots of the error message (if any) so I can better assist you?
I am having the same issues. OS is Windows 11. The software just freezes when I try opening any of my files. I uninstalled and reinstalled the software, restarted my PC, and removed all previous preferences. Nothing works! I am facing this problem since Dec, when I updated Illustrator to the latest version.
I'm sorry to hear you're having the same trouble with Illustrator. Would you mind confirming the exact version of the OS/Illustrator, if Illustrator behaves this way when working with specific files or files from a specific folder, so I can better assist you?
Also, try running Illustrator under Safe Mode (Windows / macOS) and share your observations.
Yes! I had a few large files which were causing the software to crash. Also Illustrator 2025 had some software updates which were causing a problem. I installed the 2024 version again and didn't open the large files that were causing the crash.
Sometimes merely uninstalling and then reinstalling Illustrator won't fix the problem. I would recommend resetting the Illustrator Preferences file as a first step in trouble shooting, followed by logging out of the CC account, rebooting the computer and logging into the CC account again. After that I would resort to the uninstall-reinstall steps. But really stubborn issues might require using the Creative Cloud Cleaner tool to remove all traces of Illustrator so the app can be reinstalled cleanly.
Additionally, the usual bits of computer system maintenance are worth doing, like making sure the OS has all its patches, device drivers are updated, junk files in the system are flushed, etc.
I have unistalled, used the cleaner tool, deleted all preference files, rebooted, and reinstalled all Adobe software. Illustrator opened and I was able to open a file and edit. However, it hangs as soon as I attempt to save. Im at my wits end with this.
Are you saving the file to the computer's internal hard disc, an attached external drive or in a cloud-based location?
Does the computer setup have any attached peripheral devices, such as a Wacom tablet? Sometimes the drivers for those devices can cause problems. A while back I had an issue with what was the current Wacom tablet driver at the time. I'd launch Illustrator and within a minute the application would crash. The application window would simply disappear. I had to use an older Wacom tablet driver for a few months before Wacom released an update to fix the problem.
I recently added a new mouse so I uplugged and restarted but that doesn't seem to be the issue. No tablet or anything new. I also disconnected anything I could.
If you're not having any similar problems with other applications it makes me wonder if there are some permissions settings for Illustrator in the operating system that are messed up.
All other programs are working. The only one freezing on startup is Illustrator. I have tried installing other versions and get the same issue. How do I check permission settings? Any suggestions are appreciated.
Could you try running Illustrator under a different administrator account (Windows / macOS) and checking if it helps?
If the problem persists, kindly confirm the OS/Illustrator version and share a screenshot of the error message/frozen loading screen so I can check it with the team.
I'm sorry to hear about your experience. Would you mind confirming the exact version of the OS/Illustrator/Photoshop installed, and if this started happening after a recent update, so we can better assist you?
Also, try running Illustrator under a different administrator account (macOS) and share your observations.
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