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Emily5FC7
Participant
September 11, 2020
Answered

Illustrator is stuck on this black screen

  • September 11, 2020
  • 4 replies
  • 19683 views

 

    Correct answer Srishti Bali

    Hi there,

     

    Sorry to hear about this issue.  Please try following these steps one by one and let us know how it goes:

     

     

    Let us know if this helps or if you have any further questions.

     

    Regards,

    Srishti

    4 replies

    M
    matteo alessa35373839lh7y
    Participant
    February 14, 2024

    purtroppo non funziona ancora

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    February 16, 2024

    Hello @matteo alessa35373839lh7y,

    We understand that encountering technical issues can be frustrating. Would you mind sharing more details, like the exact version of the OS/Illustrator, system config (CPU/GPU/Memory), and a screen recording of the problem (https://adobe.ly/3OKvJo2), so we can better assist you?

    Also, try the following steps and share your observations:
    - Close all Adobe applications.

    - Rename the UXP folder to UXP.old from the following location:
    (Windows) Navigate to C:\Program Files\Common Files\Adobe\UXP
    (macOS) Navigate to Macintosh HD/Library/Application Support/Adobe/UXP

    - Relaunch Illustrator

    Looking forward to hearing from you.

     

    Thanks,

    Anubhav

    D
    Denis36635008it9k
    Participant
    November 1, 2024

    Tengo el mismo problema, instalé desde Creative Cloud InDesign y PhotoShop y trabajo bien con ambos. Eso no ocurre con Illustrator 29.0 (la última que me da Creative Cloud) he seguido todos los pasos indicados y ninguno resulta. Trabajo en una laptop lenovo IdeaPad 5 con AMD Ryzen 7 5700U with Radeon Graphics 1.80 GHz y 16 Gb de memoria RAM. El sistema es Windows 11 Pro 24H2 y solo utilizo microsoft defender. Realicé una instalación limpia del sistema hace 15 días.

    Denis

    I have the same problem, I installed from Creative Cloud InDesign and PhotoShop and I work fine with both. That does not happen with Illustrator 29.0 (the last one Creative Cloud gives me) I have followed all the steps indicated and none of them works. I work on a lenovo IdeaPad 5 laptop with AMD Ryzen 7 5700U with Radeon Graphics 1.80 GHz and 16 Gb RAM. The system is Windows 11 Pro 24H2 and I only use microsoft defender. I did a clean install of the system 15 days ago.

    Denis

    Translated with DeepL.com (free version)

    T
    Tori09
    Participant
    February 18, 2023

    Help me with this please!! The steps you have shown are not clear to me

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    March 3, 2023

    Hi @Tori09,

     

    I'm sorry to hear that you're experiencing issues with Illustrator & Photoshop getting stuck on a black screen. Based on the attached screenshot, you might be using an older version of Illustrator & Photoshop. As a first step, I would recommend updating to the latest version of Illustrator, as there were known issues with older versions that have been resolved in the newer versions.

     

    If updating doesn't resolve the issue, please let us know, and we'll explore other potential solutions to help you resolve the problem.

     

    Best,

    Anshul Saini

    Chloclok
    Chloclok
    Participant
    August 26, 2023

    nothing works for me, ive tried this

     

    Reset Your Prefs (quick)
    Press and hold the 3 modifier keys as you start Illustrator. The new preferences files are created the next time you start Illustrator.
    Alt+Control+Shift (Windows)
    Option+Command+Shift (macOS)

    Mike_Gondek10189183
    Community Expert
    Mike_Gondek10189183Community Expert
    Community Expert
    September 12, 2020

    Reset Your Prefs (quick)
    Press and hold the 3 modifier keys as you start Illustrator. The new preferences files are created the next time you start Illustrator.
    Alt+Control+Shift (Windows)
    Option+Command+Shift (macOS)

    Reset Your Prefs (Mac - more thorough)
    Quit Illustrator.
    Finder >> Go (hold down option to show hidden) >> library
    Preferences>> Adobe Illustrator 24 Settings (rename to Illustrator 24 Settings folder.old)
    Preferences >> Adobe >>Adobe Illustrator (rename to Adobe Illustrator.old)
    Library- >> Caches >> com.adobe.illustrator (rename to com.adobe.illustrator.old)
    Library >> Application Support >> Adobe >> Adobe Illustrator 24 (rename to Adobe Illustrator 24.old)

    E
    Emily34766214zjmd
    Participant
    January 31, 2024

     Hi! I had this problem with illustrator 28.1 , now 28.2, but I don't have this file. Could this be part of the issue? Many thanks ~ 

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    January 31, 2024

    Everyone has Preferences. If you do not see them, then maybe you do not have sufficient access privileges.

    Srishti Bali
    Community Manager
    Srishti BaliCommunity ManagerCorrect answer
    Community Manager
    September 12, 2020

    Hi there,

     

    Sorry to hear about this issue.  Please try following these steps one by one and let us know how it goes:

     

     

    Let us know if this helps or if you have any further questions.

     

    Regards,

    Srishti

      E
      Emily5FC7Author
      Participant
      September 12, 2020

      I did the first two suggestions and it works now! Thank you so much

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