Illustrator CC 2019 - files are not opening

[Cre8tive Pixels]

I have no errors, just the rainbow wheel spinning endlessly and the file just does not open. I have a tonne of deadlines and a business to run. Can someone please assist me with this asap.  Thanks.

[Monika Gause]

Please tell us your system.

Also: when was your last computer restart?

Any third party plugins installed?

Can you create new files?

Can you open other files?

WHat exactly is in the file?

Where is it located?

[Eugene Tyson]

Try reset your preferences

To restore preferences quickly using a keyboard shortcut. Press and hold Alt+Control+Shift (Windows) or Option+Command+Shift (macOS) as you start Illustrator. You are prompted to delete the current settings. The new preferencesfiles are created the next time you start Illustrator.

[stijill]

That does jack Sh... And Jack must work for Adobe. Come on Adobe your not Facebook or Google. Fix this Please!!!!!

[tocacreative]

I had the same problem and fixed it by downgrading illustrator to the version before then updating it. Then using the above instructions to reset preferences as you open it.

Hope this works for you too!

[Daniel Ulysses]

tomc45445764  wrote

I had the same problem and fixed it by downgrading illustrator to the version before then updating it. Then using the above instructions to reset preferences as you open it.

Hope this works for you too!

How did you downgrade Illustrator?
thanks

[tocacreative]

Hi Daniel,

On your creative cloud window go to apps and find illustrator. Click the arrow next to open/update then go to manage > other versions.

Hope that helps.

[stijill]

I don't want to down grade. I want it to be fixed. It's just needs to open it's own native file externally. And now anything I open in Bridge launches After Effects. Please... Adobe fix this.

[Monika Gause]

  schrieb

I don't want to down grade. I want it to be fixed. It's just needs to open it's own native file externally. And now anything I open in Bridge launches After Effects. Please... Adobe fix this.

Please contact Customer Care for a login session to your system:

Contact Customer Care

[Srishti Bali]

Hi Daniel,

Are you facing the same issue? Does installing the previous version help? Please share a few more information like:

• OS (Exact version of Windows/MAC)
• Version of Illustrator you are having issues with
• Where the files are saved(Network Drive/ System HDD/ Shared Folder on System /External HDD)?

Let us know if you need any further help.

Regards,

Srishti

[Srishti Bali]

Hi there,

I would like to know if the steps suggested above worked for you, or the issue still persists.

Kindly update the discussion if you need further assistance with it.

Thanks,

Srishti

[Cre8tive Pixels · Accepted solution]

An adobe technician tried to fix the issue and after over an hour of controlling my computer I was told to go to Apple as this was an apple issue! Not impressed.

Apple told me to clear out libraries and various other folders and the problem temporarily stopped, however restarted as soon as I logged into my WD Discovery app to access files on my cloud storage. The penny then dropped...for some reason, when I log into WD Discovery, my Illustrator CC files do not open, nor do they save. When I'm logged out of the WD Discover app, illustrator works perfectly fine...a bit challenging since this files I need to open in illustrator are on the cloud storage that uses WD Discovery app to access them!

I have had to since resort to ditching the cloud storage and moving back to regular drives which has been a pain in the neck but at least now I can access my files and get on with tackling the backlog of work I now have as a result...

[Monika Gause]

That's why I asked that number of questions in post #1.

You chose to not answer ...

[stijill]

This isn't an Apple thing It's happening to Windows 10. I have to open secondary files through Illustrator. Will not even open in Bridge.

[Monika Gause]

  schrieb

This isn't an Apple thing It's happening to Windows 10. I have to open secondary files through Illustrator. Will not even open in Bridge.

See the answer that is marked as correct? Does that help you as well?

If not, please create a new thread and describe your issue.

[stijill]

It's not an Apple issue. I'm on Windows 10

[Srishti Bali]

Hi there,

We are so sorry to hear about this issue. We have seen this issue majorly on MAC. I would request if you can share a few more details like:

• Built of Windows10 (System Information)
• Graphics Card
• Version of Illustrator
• Screenshots of the issue
• Step by step workflow or a video of the issue

We are here to help.

Regards,

Srishti

[stijill]

Windows10 v1809 Build(17763.437)
Lenovo Thinkstation 710
GPU #1: NVIDIA Quadro M4000
GPU #2:NVIDIA GeForce GTX 1060 6GB
Xeon3.40GHz Dual Core 4x
32GB Ram
Illustrator (20.0.3)
Issue (not able to take screen shot)
After the first Illustrator file has been opened. It will no longer open any additional Illustrator file(s) from Bridge nore from Windows Explorer.
It can only open additional files from with in Illustrator. Double clicking on an Illustrator file or (Right-click) "Open With" Illustrator does nothing.

[Srishti Bali]

Hi there,

Thanks for sharing the details. Please check and share how the application works in Safe mode with networking (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode ). It is a diagnostic startup mode in Windows that has limited access to network and system resources. All the third-party applications (like antivirus) are closed, except for the one (Illustrator) you manually start. Please open Illustrator there and try to open files by double-clicking or by using the bridge. If that does not help, please check how it works in Hidden admin account (How to enable the hidden Windows 10 administrator account - gHacks Tech News ).

Regards,

Srishti

[stijill]

My files are local. and I even tried it on by default startup drive where illustrator resides.
I am an Admin with full control. Please this only started happening after upgrading

[Srishti Bali]

I understand that this is happening only after the update, however, while updating sometimes permissions and preferences get affected. Please try checking in Safe mode and Hidden admin account and share results. You can also join us for a live troubleshooting session as Monika suggested. This way we will be able to do that for you and pass on the required information to the engineering team if required.

I would also suggest you to upvote this issue here: "open file" – Adobe Illustrator Feedback. The uservoice page is monitored by the engineering team and is one of the best ways of communicating with the Engineering teams regarding issues and suggestions.

Regards,

Srishti

[stijill]

I JUST discovered this!
So if Illustrator launches from opening a file it will not open any additional files
(it try's but I just get a windows spinning circle for a second)
But if I launch Illustrator by it's self (not through a file) it will open additional files

[Srishti Bali]

Thanks for the additional information. Does it work similarly in Safe mode and hidden admin account? Did you try contacting our support team?

Regards,

Srishti