Illustrator not opening

[Arpad5CE8]

When opening Illustrator freeze. and the app is not responding. It stops only at force quit.

It has been doing this since yesterday when I have tried to open a sizeable .ai file.

I've tried: 

- instal reinstall Illustrator

- Instal the latest update MacOs Monterey 12.3.1

- Install reinstall Creative cloud following these steps: https://helpx.adobe.com/ro/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

- then this https://community.adobe.com/t5/illustrator-discussions/apps-won-t-open-stuck-at-startup-screen/m-p/8...

- then uninstall using clean my macX app... clean cookies,  temp or cache again  -  then reinstall.

still not opening.

Tnt

[Arpad5CE8]

Other details are:

I have created a new user on my comp. and instaled creative cloud. there it works.

The same is with Premier Pro. but that problem persist since 2021. 

What should I do? copy all my docs and factory reset the comp and start over?

Tnx

[Monika Gause]

If it works in a new user account, then something in your old user account got really messed up. This could possibly be solved, but maybe not.

But if even the Cleaner tool did not solve the issues initially, then maybe it was something very severe.

You could however have Customer Care take a look at it: https://helpx.adobe.com/contact.html
I don't know if they are available on the weekend.

[Anubhav Majumder]

Hello @Arpad5CE8,

Sorry to hear about this experience. As suggested by Monika, there could be an issue with the old user account. Could you try disabling GPU Performance under Illustrator's preferences to check if it works under your account as well?

Also, would you mind sharing a few more details so we can investigate this further like:

• Spindump by following the steps shared in this article: https://helpx.adobe.com/uk/photoshop/kb/how-to-get-a-process-sample-or-spindump.html
• SPX file by following these steps:
  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 into a private message.

This information will really help us. I am looking forward to your response.

Thanks,

Anubhav

[Arpad5CE8 · Accepted solution]

Hello Anubhav and Monika and thanks for the support!

The problem has a font that I installed that day. As usual, I validated the font in the "font book" app, but that was the problem. I've deleted all the fonts in the user panel and it worked.

tnx

A

[Prudenzio Marconi · Accepted solution]

Today i updated MacOs Monterey to 12.4 and Adobe Illustrator opens with GPU performance acrtivated.

Probably the bug was from OS and not from Adobe.
Let's see what happens.

[Anubhav Majumder]

Hello @Prudenzio Marconi,

Glad to hear that. Feel free to reach out if you need further assistance.

Regards.