Illustrator Mac 2024 freezes on launch, won't start

[tunghoy]

It was running fine, then randomly stopped launching. When I try, it gets to the point of checking and initializing, then freezes. Always a different item that it's initializing when it freezes. What I have tried:

• Uninstalled from CC desktop and from Finder, reinstalled over and over and over.
• Used the Cleanup tool to remove Illustrator and CC desktop
• Deleted font cache using Terminal
• No 3rd party plugins or anything else to remove, no scripts to launch
• Removed Illustrator caches
• Removed beta version
• Rebooted several times

System info:

• M2 with 16 gb
• Sonoma 14.4.1
• System Monitor shows 9 gb free before trying to launch
• Monitor shows 12 gb used when launch attempt is in progress
• 95 gb disk available, trash is empty, iCloud is nearly full
• Other CC apps are installed but not running

Searching here shows this has been an issue for years. Any suggestions before I give up and start using something else?

[Samuel Ellis]

• First--please dont tell me to search the forums as I have been working on this for the week and that advice is not helpful.
• Second--Apple said to contact Adobe--my computer is fine, we have spent a few days doing diagnostics and this problem only happens when trying to run adobe products.
• Third I have different versions of some of these programs and use them all for different things as they do not all seem to work consitantly accross builds. I do remove the builds I do not use.

Below are som pictures of activity monitor when trying to launch any of these programs--these are just illustrator but I can provide them from other programs in the suite.
Ai 2022

Ai 2023

Ai 2024

I rebooted, booted in safe mode, ran first aid, empted caches, created ne users, removed programs, stopped things running in the background, etc, thought maybe it was the new MAC OS 14.6 or 14.6.1 but after spending hours with the apple tech folks they said check with Adobe--so I need to contact them but figured I would put this here to see if anyone else is running into these issues.

Working on an iMac 
Chip: Apple M1
Memory: 16GB

I do wonder if there are hidden files being created that are being refrenced--but I just don't know.

[Samuel Ellis]

I should also note that we also tried to open these programs without other programs running as well.

[Monika Gause]

Do you have any Adobe beta apps installed? If so, uninstall them and reboot. Then try again.

[Samuel Ellis]

Thanks I will try that, I am actually in the process of unistalling everything and starting fresh.

[Samuel Ellis]

Thanks Monika,  
Booted right up after uninstall, restart reinstall of the others.

 

[nuxxmedia]

I’m reaching out to you for assistance with an issue with Photoshop and Illustrator.

When I launch either application, the initial splash screen appears and then hangs indefinitely. In the "Force Quit" menu, both applications are listed as "not responding."

I use these programs all the time for my work, and this problem started just yesterday. I'm quickly falling behind in my work and need a resolution as soon as possible.

I used both programs recently without any issues, and I haven’t made any changes to my system that I’m aware of.

Here are the troubleshooting steps I’ve already taken:

• Relaunched the applications several times, while resetting the preferences
• Restarted the computer multiple times
• Uninstalled and reinstalled both applications

Interestingly, Premiere Pro and After Effects do load, though they take longer than usual. Acrobat, on the other hand, works perfectly fine.

Here are my system details: iMac 27-inch, 2020, 10 Core i9, AMD 8GB Graphics Card, 64GB RAM, Running macOS Sonoma 14.5.

I would greatly appreciate any ideas or suggestions you may have to resolve this issue.

Thank you for your help!

Dan

[Anubhav M]

Hello @nuxxmedia,

We understand that encountering technical issues can be frustrating. Would you mind confirming if you have any beta Adobe apps installed on your computer? If yes, kindly try the following steps to check if they help:

- Close all Adobe applications
- Uninstall any installed Beta apps from Creative Cloud (https://adobe.ly/4dde2b9)
- Relaunch Illustrator

If the problem persists, try removing Illustrator using the Creative Cloud Cleaner Tool (https://adobe.ly/3WHNvLQ) and then reinstalling and share your observations.

Looking forward to hearing from you.

Thanks,
Anubhav

[hoiyiu08]

the app keep saying intializing plugi-in and doesn't launch

What can I do?
I need help urgently as my client is waiting for the revision...

Please help!

[Anshul_Saini]

Hi @hoiyiu08,

I'm sorry to hear about the trouble you're experiencing. I'd like to confirm that this is an ongoing issue. Other users have reported a similar issue, and we have found that completely uninstalling & reinstalling all beta applications helps resolve it.

If that doesn't help, please try the following steps and let us know your observations:

- Close all Adobe applications. - Remove all CC apps using the Creative Cloud Cleaner Tool: https://adobe.ly/3LZDS68

- Reinstall Illustrator using the Creative Cloud Desktop application: https://adobe.ly/3LX80PC

- Relaunch Illustrator.

Thank you for your patience, and I hope this helps!

Best,

Anshul Saini

[hoiyiu08]

Thank you!

[noahm90125240]

I am on Mac M1 Pro with Sonoma 14.6, all apps are working but Illustrator. Ive tried restarting computer, uninstalling and reinstalling illustrator, everything. It still crashes and is unresponsive in the loading screen. My boss is down my throat, any suggestions?

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[noahm90125240]

Was that all you had to say?

[Monika Gause]

Moderators move posts and then they notify you of that so that you know that you need to look for the post in a different place. Otherwise you would never find it again.

Did you run the Adobe Cleaner tool in-between uninstall and reinstall? https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[creative explorer]

@noahm90125240 One of my students encountered issues while using Illustrator and Photoshop simultaneously. Illustrator froze when she tried opening it. As a temporary solution, I suggested quitting Photoshop, but it still froze on her. So I suggested uninstalling Photoshop, which resolved the Illustrator problem. For her it was both a disk space and RAM issue as she only had 8 Gigs of RAM. It's too the point that 8gigs of RAM or 36gigs isn't sufficient with AI tech.

To potentially avoid similar issues in the future, I recommended using an older version of Photoshop 2023 that doesn’t include Beta or AI features, as these can be quite resource-intensive. She said now she can have Illustrator 2024 and Photoshop 2023 with no issues. Hope this helps 

[Srishti Bali]

Hi @noahm90125240

We're sorry to hear about the trouble you're experiencing. Few other users have reported a similar issue, and we have found that completely reinstalling the applications helps resolve it. While our team is working on resolving this issue, could you please try the following steps and let us know your observations:

• Close all Adobe applications.
• Remove Illustrator and other affected apps using the Creative Cloud Cleaner Tool: https://adobe.ly/3LZDS68.
• Reinstall apps using the Creative Cloud Desktop application: https://adobe.ly/3LX80PC.
• Relaunch Illustrator.

Thank you for your patience, and I hope this helps!

Regards,

Srishti

[ianinmotion]

Hello, I'm having the same issue with the same OS and system. I did your suggested steps and nothing works. Any other suggestions? 

[Anubhav M]

Hello @ianinmotion,

We understand that encountering technical issues can be frustrating. Would you mind confirming if you have any beta Adobe apps installed on your computer? If yes, kindly try the following steps to check if they help:

- Close all Adobe applications
- Uninstall any installed Beta apps from Creative Cloud (https://adobe.ly/3YI6l8j)
- Relaunch Illustrator

If the problem persists, try removing Illustrator using the Creative Cloud Cleaner Tool (https://adobe.ly/3yC4YgM) and then reinstalling and share your observations.

Looking forward to hearing from you.

Thanks,
Anubhav

[ianinmotion]

Thank you for the quick response. I did use the cleaner tool multiple times, but each time I reinstalled both the normal release and the beta release and neither would open. This time I used the cleaner tool to remove both, and only installed the normal release, and it worked perfectly. Thank you. Situation is fixed. 

[seanborja]

Adobe Illustrator Beta gave me an error prompt that states, “Adobe Illustrator” is damaged and can’t be opened. [This file was downloaded on an unknown date.]

This began a systematic process of uninstalling the Beta app, and later both the Beta app and the Illustrator 2024 app when upon reinstalling it still failed. I then used the Adobe Cleaner app to fully remove Adobe Illustrator 2024 and Beta—nothing works.

 

My MacBook Pro (Mac OS Sonoma 14.6.1 (23G93)) started experiencing issues yesterday, unable to open an AI file. I am a Creative Suite subscriber.

Any suggestions?

 

[jane-e]

@seanborja 

You posted your Illustrator question in the Photoshop forum. I've move it to Illustrator for you. I see a forum for Illustrator for Web that is in beta, but not one for the beta desktop version. 

Jane

[Monika Gause]

Do you have any other Adobe beta apps installed? If so, uninstall them,. reboot and try again.

[Brooke_Fischer9288]

I am having the exact same issue! I cannot find any solutions anywhere. I am so frustrated. Same thing is happening with Photoshop. I just get the spinning wheel of death when I try to open up both applications. Something is crashing in creative suite.  If you have found a solution please let me know! 

Thanks!

[Ton Frederiks]

Uninstalling all beta applications seems to work. Uninstalling all Adobe apps with the Cleaner tool is another option:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[Brooke_Fischer9288]

That did the trick. I uninstalled the Beta versions. I also ran Clean My Mac. But I think it’s a corruption with the Beta versions.

Thank you!