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J
jakas74386703
Participating Frequently
November 30, 2019
Question

Illustrator 24 freezes at startup (MAC)

  • November 30, 2019
  • 2 replies
  • 2211 views

Hello,

 

I tried to update my AI to the latest version today (been on an older version, working fine), running osx Mojave.

 

Illustrator installs, launches and then freezes either when loading plugins or at the "welcome" intro screen before you open a file. 

 

I tried several stuff i read online (added .log to certain folders specified on this forums), uninstalled/reinstalled, used CC cleaner etc .. It just always freezes. 

 

Any help?

thanks,

jaka

 

 

 

This topic has been closed for replies.

2 replies

Blazethe1st
Blazethe1st
Known Participant
May 20, 2024

Ye same thing happening its useless. Go back to version 27.5

Srishti Bali
Community Manager
Srishti BaliCommunity Manager
Community Manager
May 20, 2024

Hi there,

 

I'm really sorry to hear that you're experiencing crashes with Illustrator. I understand how frustrating and disruptive that can be, especially when you're trying to work on something important. Let's try to get to the bottom of this together.

 

To provide you with the best assistance, could you please share a bit more information? Knowing the exact version of your operating system(macOS) and Illustrator can help us narrow down the possible causes. Additionally, if you can recall whether these crashes started occurring after a recent update, that could be a significant clue in resolving the issue.

 

Rest assured, we're here to support you through this and get you back to creating seamlessly in Illustrator. Your patience and cooperation are greatly appreciated as we work towards a solution.

 

Best,

Srishti

J
jakas74386703Author
Participating Frequently
November 30, 2019

Update,

 

v24.0.0 and 24.0.1 both do not work and freeze on the loading screen while loading plugins or on the welcome screen. 

I have tried rebooting inbetween installs / uninstalls, CC cleaner.

 

I tried going to 23.1.1 which works (although the first launch failed, it then did a diagnostics test and then sucessfully started without problems), but I would really want to get the latest version running..

 

Any help or ideas would be appreciated.

 

P.S i cannot get crash logs, because i have to kill the app / process because it freezes so i do not get the pop-up .. Also, I cannot find the info anywhere if the v24 also has the diagnostic test to troubleshoot?

 

 

 

J
jakas74386703Author
Participating Frequently
December 2, 2019

Anyone? 

 

thanks,

jaka

Om Nath Jha
Om Nath Jha
Brainiac
December 2, 2019

Hi Jaka,

 

Let's try to launch Illustrator differently (using the terminal) and check if that helps. In order to do that, please follow the steps mentioned below: 

1. Close Illustrator

2. Go to the Application folder in your Mac

3. Click on Adobe Illustrator 2020

4. Right/Command-click on Adobe Illustrator > Show Package Contents > Content > macOS 

5. Double-click on Adobe Illustrator to launch it.

 

I've attached a screenshot below for your reference: 

 

 

If the app launches fine, you can close it and try to relaunch normally and check. Do share your findings.

 

Thanks,

Om

 

 

 

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