Illustrator 26.3.1 Windows 10 Freeze on Home Screen

[Gunveen Kaur]

I have tried everything I could to fix it. The previous two versions weren't responding either. Some days, it won't go beyond the welcome screen, other days, it stops responding when I press Ctrl+C > Ctrl+Shift+V and/or Shift+Tab. It also stops responding to other unspecific instances. It had been working fine a couple months ago. It suddenly starting having issues.

It's very frustrating. Please help.

[Anubhav Majumder · Accepted solution]

Hello @Gunveen Kaur,

Sorry to hear about this experience. I would request you to try resetting Illustrator's preferences by following the steps shared in this article (https://helpx.adobe.com/illustrator/using/setting-preferences.html) and sharing your observations.
Disclaimer: Please note that resetting preferences will remove all custom settings, and Illustrator will launch with the defaults. You may take a backup of these settings from the location mentioned in the article.

Looking forward to hearing from you.

Thanks,
Anubhav

Note: Marking correct for visibility.

[Gunveen Kaur]

Hi,

It's been about 10 months since this issue arised. Thank you for your response. The issue got resolved by updating my drivers and the Illustrator application. But now I'm facing the same issues again and the aforementioned hacks haven't resolved them.

I've reset preferences, updated everything required. It's becoming increasingly hard to work on Illustrator with these bugs.

I would really appreciate more support.

[Monika Gause]

You could contact Customer Care and have them log into your system to check it out: https://helpx.adobe.com/contact.html

[Anubhav Majumder]

Hello @Gunveen Kaur,

We understand how frustrating it can be to continually experience the same problem. Would you mind trying the following steps and checking if it helps:

• Navigate to C:\Program Files\Common Files\Adobe\UXP
• Rename the UXP folder to UXP.old
• Relaunch Illustrator

Looking forward to your response.

Regards

[Gunveen Kaur]

Hello

Thank you for your response.

I followed your instructions, it worked for about a week. Now I am facing the same issue again 😞

[Gunveen Kaur]

Also, I have updated Illustrator to the latest version while trying to rectify the issue again.

[Gunveen Kaur]

@Anubhav Majumder could you please respond to the aforementioned issue?

[Anubhav Majumder]

Hello @Gunveen Kaur,

Sorry to hear that the problem resurfaced and for the delayed response. It looks like we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/contact.html?rghtup=autoOpen) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

Thanks,

Anubhav