Illustrator doesn't work

New Here ,
Apr 04, 2022 Apr 04, 2022

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Hello there!

I'm having issues with Illustrator 26.2.1. I can't open any files, I'm just able to launch the software but then it is freezed and it is shown the comment "not responding". I tried to turn my laptop off and on but anything has changed. Then, I also tried to uninstall and install again Illustrator but nothing. Does someone know what the problem is and how to solve it?

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Bug , How to , Performance

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correct answers 1 Correct answer

Explorer , May 17, 2022 May 17, 2022

Today i updated MacOs Monterey to 12.4 and Adobe Illustrator opens with GPU performance acrtivated.

Probably the bug was from OS and not from Adobe.
Let's see what happens.

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Community Expert ,
Apr 04, 2022 Apr 04, 2022

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What OS version are you running? HD space, RAM, graphics card(s)?

Also do you know how many fonts you have active on your computer?

Kevin Stohlmeyer
Adobe Community Professional/Adobe Certified Instructor

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New Here ,
Apr 04, 2022 Apr 04, 2022

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Hi Kevin and thanks for answering me!
The OS version is Windows 10 Home 64 bit
The HD space (C:) is 446GB
The RAM is 8GB
And the graphics card is NVIDIA GeForce GTX 950M
Looking for your response,
thanks in advance.

Lara

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Community Expert ,
Apr 04, 2022 Apr 04, 2022

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Go to Illustrator preferences/performance and disable the GPU Performance.

See if that resolves. Your graphics card is just below recommended specs with ops/second speed.

Let me know if that resolves the issue. It's not a permanent fix, but it will get you back up and running sooner.

Kevin Stohlmeyer
Adobe Community Professional/Adobe Certified Instructor

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New Here ,
May 13, 2022 May 13, 2022

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Hi Kevin,

I would like to know if you can help me with this.

I just updated Illustrator v 26.3 , it doesn't work at all.

I can't open Illustrator files.

My iMc is with macOS Monterey 12.3.1

8 GB memory.

 

Thank you

Heidi

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Community Expert ,
May 16, 2022 May 16, 2022

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Are you able to open Illustrator?

If so, go to Mac System Preferences/Security and Privacy and add Illustrator to Full Disk Access list.

Kevin Stohlmeyer
Adobe Community Professional/Adobe Certified Instructor

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Explorer ,
May 16, 2022 May 16, 2022

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same problem for me. I did all: gave complete access to disk, deleted preferences, unistalled and cleaned all woth adobe cleaner tool. Reistalled. But nothing. Zero. It works only without GPU in perfornaces options. It works perfectly in root user mode.
This problem affected many users and is really a shame that Adobe didn't released an update or a patch.
I found update on 26.3 but now it disappeared and the latest version is 26.2.1 (in italy).

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Community Expert ,
May 16, 2022 May 16, 2022

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What OS and computer are you running? What are your graphics card(s) specs?

Kevin Stohlmeyer
Adobe Community Professional/Adobe Certified Instructor

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Explorer ,
May 16, 2022 May 16, 2022

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Here mys specs. Graphic card is on board of M1 processor

 

Schermata 2022-05-16 alle 20.44.39.png

Schermata 2022-05-16 alle 20.43.49.png

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New Here ,
May 16, 2022 May 16, 2022

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Thank you Kevin.

It's all good now.

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Adobe Employee ,
May 16, 2022 May 16, 2022

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Hello @CHIH-TE5E6F,

 

I hope the steps shared by Kevin helped resolve the problem. If not, try resetting Illustrator's preferences manually by following these steps:

• Close all Adobe applications.
• Go to the following locations
• ~/Library/Caches
• ~/Library/Application Support/Adobe
• ~/Library/Preferences
• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 26 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 26 Settings.old
• Launch Illustrator from the Creative Cloud.

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

Anshul_Saini_0-1643743865628.png

 

Kindly update this thread if you need further assistance.

 

Thanks,

Anubhav

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Explorer ,
May 17, 2022 May 17, 2022

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Today i updated MacOs Monterey to 12.4 and Adobe Illustrator opens with GPU performance acrtivated.

Probably the bug was from OS and not from Adobe.
Let's see what happens.

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Adobe Employee ,
May 17, 2022 May 17, 2022

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Hello @Prudenzio Marconi,


Glad to hear that. Kindly update this thread if you need further assistance.

 

Regards.

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