illustrator issue

[jenny28512526dg8a]

Hi!! i have download  and install adobe illustrator's latest update but i can't open it... What should I do?

[Doug A Roberts]

What happens instead?

[jenny28512526dg8a]

Nothing happens..
I click and it does nothing..
I'm sending also a video.. Maybe it will help..

[jenny28512526dg8a]

nothing... it doesn't  even seem like it's loading either.. i just clik and nothing..

[Monika Gause]

Please tell us yoiur system and harware specifications.

Which update are you referring to - 27.3 or 27.3.1 ?

[jenny28512526dg8a]

I have version 27.2, this says it's the latest version

[Monika Gause]

27.2 is not the latest version, but it should actually work.

Can you please tell us about your hardware and system?

[jenny28512526dg8a]

Windows 10 64-bit
AMD Extreme edition Radeon R8, 4C+8G, 6,0GB RAM, AMD Radeon R7 Graphics

[Monika Gause]

That sounds like suffcient power. But in any case, you could check it against this list of requirements: https://helpx.adobe.com/illustrator/system-requirements.html

What kind of driver are you using for those cards? Illustrator has issues with gaming drivers.

Also: how many monitors are there? Just to rule that out, maybe disconnect all but one?

[Anubhav Majumder]

Hello @jenny28512526dg8a,

We understand that encountering technical issues can be frustrating. We are here to help and would like to suggest trying to run Illustrator under a different administrator account (https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-...) and checking if it helps. If the issue persists, kindly try using the Creative Cloud Cleaner Tool (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) to remove Illustrator and then reinstall using the Creative Cloud desktop application and share your observations. We appreciate your time and effort in helping us resolve this issue.

Thanks,

Anubhav