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Answered

Illustrator not opening

Forum|Forum|3 years ago
May 13, 2022
2 replies
1025 views

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/8981456

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

still not opening.

Tnt

Performance

This topic has been closed for replies.

Correct answer Prudenzio Marconi

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.

P

Prudenzio MarconiCorrect answer

Inspiring

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 M

Community Manager

Hello @Prudenzio Marconi,

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

Regards.

A

Arpad5CE8Author

Participating Frequently

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

Anubhav M

Community Manager

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

A

Arpad5CE8Author

Participating Frequently

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

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