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Illustrator 24 freezes at startup (MAC)

New Here ,
Nov 30, 2019 Nov 30, 2019

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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

 

 

 

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Bug , Performance

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New Here ,
Nov 30, 2019 Nov 30, 2019

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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?

 

 

 

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New Here ,
Dec 02, 2019 Dec 02, 2019

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Anyone? 

 

thanks,

jaka

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Dec 02, 2019 Dec 02, 2019

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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: 

 

image.png

 

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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New Here ,
Dec 02, 2019 Dec 02, 2019

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Thanks for the feedback!

 

The issue is resolved - I had an hour of remote desktop with Adobe support and in the end we managed to fix the issue;

 

- applying R/W permissions to certain folders in the library (lost track which ones sadly - caches and preferences and some other ones)

- adding "old" to preferences/settings folder from Ai 24

- booting in Root account where Ai finally worked

- it didnt work when back on personal account - then i suggested your tip to launch the excecutable file in the package (content/macos/) and after the terminal launched it started working.

 

Anyway, now it works, probably a combination of all the steps stated above. I suggested that Adobe releases a guide on the support pages to do all this above for other people - i imagine i am not the only one with issues. 

 

Thanks for helping, i guess your tip was a part of this successful fix 🙂

 

Cheers,

jaka

 

 

 

 

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New Here ,
May 16, 2024 May 16, 2024

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Lazy coding and terrible quality control by Adobe!

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Explorer ,
May 19, 2024 May 19, 2024

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

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Adobe Employee ,
May 20, 2024 May 20, 2024

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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

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