Illustrator failing to load .ai files

[cyndib61305599]

Hi adobe,

I need immediate help with this issue - last year I was using Illustrator on my Mac without any issues. I paused my monthly subscription and two weeks ago renewed it. I downloaded a new version of Illustrator (CC 2019 version) , but now my already existing .ai files won't open. I ran the "uninstall" to clear the old version. The program is working, except when I try to open an existing .ai file it freezes - the loading circle pops up and it simply fails to load. I need to get Illustrator up and running  asap - I have purchased a subscription for the previous two weeks but have been unable to get the program operating.

Please help!

Thanks so much

[Bani Verma]

Hi Cyndib61305599,

I am moving this thread to Illustrator community, experts here will be able to assist you quickly and better.

[Michael Bullo]

Try resetting the Illustrator preferences as these can survive a reinstallation of the software.

How to set preferences in Illustrator

"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 preferences files are created the next time you start Illustrator."

[cyndib61305599]

Thanks for your response, however the shortcut command you've suggested does not work when I try to reset the preferences.

Also, when I search in Finder for 'Adobe Illustrator Prefs' nothing comes up.

Do I delete one of the folders in the screenshot above?

I'm really upset as I had a project due last week that I cant finish due to this bug.

Please help.

[cyndib61305599]

Can you please assist me with resetting the preferences, as I would prefer to keep the 2019 version if possible.

[shawn_starc]

As you are using mac. Then follow the below steps to reset the preferences manually

Close all the Adobe applications

Open Finder/ Or click on Go option at top of your menu bar of apple icon > "go to folder" > Type : ~/library/preferences in it

It will open a folder > Rename or move to trash all the folder name with Adobe Illustrator xx(version) settings  as Adobe Illustrator XX settings.old

Look for folder name Adobe > Inside Adobe Rename Illustrator as Illustrator.old

Now launch Illustrator Again

To know how to download previous version of Adobe application through Adobe CC desktop app

go through below link

Install previous version of your Creative Cloud app

[Michael Bullo]

Keyboard shortcut reset

There's a good chance your keyboard shortcut reset of the preferences did work. Unlike that latest versions of Photoshop and InDesign, Illustrator does not necessary prompt you with a dialogue box that it is resetting the preferences. However, I just confirmed on my system that Illustrator preference settings are getting reset with the keyboard shortcut trick at startup despite the absence of a message.

Manual reset

I can see that you've also tried to manually reset the preferences but seem to be having trouble finding the necessary folder. I'm thinking it's because you may be dealing with hidden folders. Be sure to only rename/delete the folder mentioned in the Adobe help.

Option #1

Do you have Bridge installed (comes free with Adobe CC)? If so, use that to find the folder you need after first turning on the ability to see hidden files (View > Show Hidden Files).

Option #2

If you are on a Mac and trying to get to the hidden Library folder, hold down the Option key while clicking on the Go menu item within the Finder.

Previous Version

As @shawn_starc has already mentioned, you might want to install an earlier version as a test. This is very easy to do from the CC App. You don't even need to uninstall your current latest version as multiple versions of Illustrator can be installed on your system at any one time.

[shawn_starc]

If resetting preferences doesn't work. The download the previous version of AI. The version in which you have created the file > try to open in it.

Help me with the system configuration and do font validation of your system too.