Illustrator is stuck on this black screen

[Emily5FC7]

 

[Srishti Bali · Accepted solution]

Hi there,

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

• Rename CEP folder from /Library/Application Support/Adobe  to CEP.old
• If that doesn't help, rename extensions folder from /Library/Application Support/Adobe/UXP to extensions.old
• If that doesn't help either, uninstall the application using Cleaner tool (https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) and reinstall from the Creative Cloud Desktop app (https://helpx.adobe.com/in/download-install/using/download-creative-cloud-apps.html).

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

Regards,

Srishti

[Emily5FC7]

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

[Rebecca5EC6]

Hello, I have the same problem, but I dont understand what you mean with CEP folder or where im supposed to find it? I checked /Library/Application Support/Adobe, but didnt find it... Do you know if there is any video or pic by pic tutorial for the two first suggestions?

[MikeGondek]

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)

[Tori09]

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

[Anshul_Saini]

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