Illustrator not creating or opening new files

[Oroni228074442zaa]

Hi, whenever I click on one of the default file buttons under "Start a new file fast", nothing happens. The buttons just don't respond. And whenever I click on "New file" or ctrl C, no options show up in the pop up window

There doesn't seem to be a way to even make my own custom document size. Any help is appreciated.

[Oroni228074442zaa]

I've also tried selecting "Use legacy "File New" interface" and reinstalling Illustrator, but no luck.

[MIBE]

Hi,

Did you solve your problem ?

I have a similar problem.

When illustrator is open i can't create a new file or i can't open an existing one, even if i open one form the cloud or directly from my desktop. The colored wheels keep turning around and nothing happens, on apple menu force to quit "illustrator not responding".

Tried to uninstall reinstall, clear preferences, inherit intrerface, clear printers, etc. 

oO ?

[Met1]

Try using the cleaner tool to purge the install, then reinstall.

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

[MIBE]

Thanks for your advice. Unfortunatly i tried but it didn't work.

Tried to clear preferences from illustrator program didn't work.

I saw it could be a problem with the printers i deleted them from my computer, did'nt make anything.

Tried to add an "old" to some folders or files names as a saw it on some threads, didn't work.

I enabled to see all the files (even the shadowed or ghosted (sorry i'm french)), deleted the Illustrator preferences did'nt work either.

I have another session on my mac, on which illustrator work perfectly, i can open or create new file even on the cloud.

Don't know what to do next…

[Met1]

Ah, that's the first time you mentioned Mac - that's the solution, create a new profile.

[MIBE]

Yes but no 🙂

I don't want to create a new session for illustrator i have allready two sessions on my computer : one personnal and one professionnal. I don't want to move everything else.

The thing is : it worked before and it should work. I think it might be a consequence of the last update.

If it works on one session but not another, despite i tried to erase all preferences files and uninstall then install illustrator again, it means there is one (or maybe more) file or folder staying hosted on this session (but not on the main computer shared ressources) that need to be killed.

[Monika Gause]

Deleting printers is not a good idea.

Illustrator tries to connect to a printer when it opens a file or creates one. It is better when it finds a printer in this kind of moments. Otherwise it might act up.

[MIBE]

Thank you for your message, i wasn't aware of that fact. I saw on other threads that printers could be the problem. I added it again, but unfortunatly… :'(

[Monika Gause]

Please contact Customer Care and have them take a look into your system.

https://helpx.adobe.com/contact.html

[Anshul_Saini]

Hi @MIBE,

We are sorry for the trouble. I checked you had contacted our technical support team, and the issue is not resolved yet for you. I like to inform you that many users in the past week have reported the same issue, and the only thing that resolved the issue is turning off GPU performance from the Illustrator preferences. Please check and confirm if it helps or not.

If it works for you, then please share the following information. It will help us investigate the issue further:

• The exact version of Illustrator & OS
• System Specification
• Spindump of Illustrator app by following the steps shared in this PS helpx article: https://helpx.adobe.com/uk/photoshop/kb/how-to-get-a-process-sample-or-spindump.html
• SPX file by following these steps: (only macOS)
  Click on Apple Icon > About this Mac > System Report
  This will launch the System Profiler
  Then Click File > Save > Save in Creative Cloud Files
  Then open https://assets.adobe.com/files
  Click on three dots next to SPX file > Share > Copy Link and paste it here or in a private message.

We will be looking forward to your response.

Thanks & Regards,

Anshul Saini

[Matthew235591892fo8]

I had the same problem, turning off GPU performance was the only thing that fixed it. Thanks!