Skip to main content
I
ilonka65
Participating Frequently
December 11, 2023
Question

Illustrator 2024 won't load on PC after last 28.1 update 3 days ago

  • December 11, 2023
  • 3 replies
  • 3811 views

It has been working fine until this update: v 28.1

It doesn't get further than the black screen. After some reboots, I tried to run the diagnostic test. It just doesn't progress past "Diagnostic Test 1 Initializing..."

 

    3 replies

    Starfleet_007
    Starfleet_007
    Participating Frequently
    February 7, 2024

    I am suddenly have issues.  I have installed every version from 27.9.1 to 28.2 and illustrator is locking up hard.  It can't even complete a diagnostic.  I have CC cleaned this PC multiple times to no avail to save illustrator.  If I do get past the splash screen, the main screen then freezes.  After 3 failed diagnostics, I got the attached image.  I have tried all the processes they offer.

     

    My Work Rig:

    Intel i5-10500 CPU @ 3.10GHz
    32.0 GB RAM
    Windows 10 Pro - 22H2
    OS build 19045.3930
    NVIDIA T600 4 GB GDDR6
    NVIDIA Graphics Driver 537.42

      D
      dlc1265
      Participant
      April 3, 2024

      I am having the same issue as well, tried reverting to older versions to no avail as well.

      Anshul_Saini
      Community Manager
      Anshul_SainiCommunity Manager
      Community Manager
      April 5, 2024

      Hi @dlc1265,

       

      I'm sorry to hear that you're experiencing issues with Illustrator. Would you mind trying the steps outlined in this help article: https://adobe.ly/3vvPUzX? Let us know if it resolves the issue.

       

      If the problem persists, could you please confirm your Illustrator version, operating system, and system details (CPU, GPU & RAM)? Additionally, sharing a screenshot of where Illustrator is getting stuck or explaining the exact behavior after launching Illustrator would be helpful for further troubleshooting.

       

      Thank you for your cooperation.

       

      Best regards,

      Anshul Saini

      F
      FadzliAzmi
      Participant
      December 22, 2023

      i'm also getting frequent freezing and everything. sigh...

      B
      Community Expert
      Bobby HendersonCommunity Expert
      Community Expert
      December 11, 2023

      Is your computer a Mac or PC (which OS version is running)? What kinds of hardware does your computer have (CPU, graphics board, amount of RAM, etc)? As a trouble shooting step you might want to make sure your computer's video card and other internal devices are up to date. Sometimes attached periphreals such as a Wacom tablet can cause crashes or other issues. It's important to make sure the drivers for any such devices are up to date. In some cases the current drivers can be buggy and you'll be forced to roll back to an earlier driver version. I was having to do that with a Wacom tablet early this year.

      I
      ilonka65Author
      Participating Frequently
      December 11, 2023

      Hi Bobby

      Its a PC Windows 10 Pro.
      The graphics card: MSI AMD RX580.
      Processor: AMD Ryzen 5 2600 Six-Core Processor 3.40 GHz
      Installed RAM: 16.0 GB
      System type: 64-bit operating system, x64-based processor
      I've checked all drivers are up to date. I did see a notification for Wacom on my laptop (Mac), Illustrator is working fine there though. Thanks for your feedback!

      EricWedderspoon
      EricWedderspoon
      Participant
      December 21, 2023

      Your PC's hardware seems good enough to at least meet the minimum system requirements for Illustrator. My guess is something has been corrupted. Try resetting Illustrator's Preferences file by holding down Alt+Control+Shift when launching Illustrator. If that step doesn't work then you can try fully removing Illustrator using the CC Cleaner tool and then reinstalling it. If the black screen still persists the next step would be rolling back to a previous build of Illustrator. Older builds of Illustrator can be installed via the CC Desktop App.


      It's also happening to my co-worker and me. I've tried uninstalling and downgrading version-by-version and the problem persists. I've had limited success (the much older version opens after a couple of tries) by removing all of the workspaces from the presets folder except for "Essentials Classic." Not ideal but I had to get some work done on a file. Photoshop is now crashing when I'm going between the two programs as well. I'm unsure if it's a related problem but I sense it is since it wasn't happening prior to the Illustrator upgrade.

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices