Illustrator no longer opening files

Explorer ,
Apr 27, 2022 Apr 27, 2022

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This week AI has decided to stop opening my .ai files! I've been using 26.2.1 – I have tried rolling back to different versions, reboots, reinstalls, and resetting preferences; and the problem persists. I'm just looking for other ideas please! Thanks,

 

MacOS Monterey 12.3.1

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correct answers 1 Correct answer

Adobe Community Professional , Apr 27, 2022 Apr 27, 2022

Sounds like a corrupted cloud account and the prefs are still on your Mac.

 

OOBE RESET MAC

  1. Quit the Creative Cloud desktop app  (100% you must do this)
  2. The \Users\<user folder>\Library\ is hidden by default for macOS 10.7 and above. Option click on the GO in the mac finder to reveal the LIbrary folder.
  3. /Users/<user folder>/Library/Application Support/Adobe/OOBE
  4. Delete all the files within the OOBE folder, but do not delete the folder itself.

 

If that does not work use the use the Creative Cloud Cleaner

...

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Adobe Community Professional ,
Apr 27, 2022 Apr 27, 2022

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Sounds like a corrupted cloud account and the prefs are still on your Mac.

 

OOBE RESET MAC

  1. Quit the Creative Cloud desktop app  (100% you must do this)
  2. The \Users\<user folder>\Library\ is hidden by default for macOS 10.7 and above. Option click on the GO in the mac finder to reveal the LIbrary folder.
  3. /Users/<user folder>/Library/Application Support/Adobe/OOBE
  4. Delete all the files within the OOBE folder, but do not delete the folder itself.

 

If that does not work use the use the Creative Cloud Cleaner to fully remove your app & prefs then reinstall

 

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Explorer ,
Apr 27, 2022 Apr 27, 2022

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That did the trick! Thank you

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Adobe Community Professional ,
Apr 27, 2022 Apr 27, 2022

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For my part you are welcome.

 

For those with same issue: Must have been OOBE reset, as the reply back was fast.

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Explorer ,
May 10, 2022 May 10, 2022

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Unfortunately this issue keeps reappearing every day. AI will work fine on the first launch. But after finishing work on a document and closing, if I open AI again, the app launches but won't open files again!

The fix described sorts this out, but I can't keep having to do this each day, surely?

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Adobe Employee ,
May 20, 2022 May 20, 2022

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Hi @jn81,

 

We are sorry to hear about this. I agree with you it is not an ideal workaround to delete folders every time the app is not opening the files. I would recommend you update to update Illustrator to v26.3.1 & macOS to v12.4, released recently. If that doesn't help, you may try turning off the GPU performance from the Illustrator preferences > performance and see if that helps.

 

Also, I would like to know where your files are saved (Network Drive/ System HDD/ Shared Folder on System/ External HDD)? If they are saved on a shared folder, external drive, or network drive, please move them to your Desktop and see if they are opening or not?

 

Kindly update the discussion if you still need assistance with it. We'd be happy to help.

 

Thanks & Regards,

Anshul Saini

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Explorer ,
May 20, 2022 May 20, 2022

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Thanks for the reply, it appears to be working fine this week. If the issue returns, I will try these suggestions.

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