Illustrator Not Responding

[emmamurdock]

Hello! I have been having an issue with Illustrator in which every time I launch the app it opens to the home page, but then immediately freezes and stops responding, and I have to use the Task Manager to close it.

I have tried restarting my computer, uninstalling and reinstalling creative cloud, using the Adobe Cleaner, uninstalling and reinstalling Illustrator, ensuring that Illustrator is updated, resetting my preferences, trying an earlier release, and updating my drivers.

After I tried the Adobe Cleaning it worked once, but after closing it and trying again this the issue came back.

Same thing when I updated the drivers, it worked fine once but then started not responding again.

Does anyone know what may be wrong?

[creative explorer]

@emmamurdock A little more information please...
are you on a new Mac or PC? 

Was this just recent? Or after an update or patch to your computer?

[emmamurdock]

Hello! I am on a PC, windows 11, the laptop is about 1 year old. The problem with Illustrator is new, but I am not sure how new as previous to a few days ago I hadn't used illustrator for about a month. During that time I haven't made any changes to my computer.

[Anubhav M]

Hello @emmamurdock,

I'm sorry to hear about the trouble you're having with Illustrator. Would you mind checking for any pending OS updates (https://adobe.ly/3ZWfN8i) and installing them to see if it helps?

Also, try running Illustrator under Safe Mode (Windows) and a different administrator account (Windows) and share your observations.

Looking forward to hearing from you.

Anubhav

[Avery Chase33862282ocdi]

Hi! I am having this exact same issue. I have updated everything on my computer, uninstalled all Adobe Creative Cloud software with the CC Cleaner and reinstalled, reset preferences, and Illustrator is still freezing and saying "not responding" on open. I have attached an image of my system settings if this helps, as well as an image of what the "not responding" screen freezes as. 

[Avery Chase33862282ocdi]

Also, this issue is ONLY for Illustrator. My Photoshop and InDesign are working perfectly fine.

[Anubhav M]

Hello @Avery Chase33862282ocdi,

I'm sorry to hear about the trouble you're having with Illustrator. Would you mind trying to run Illustrator under a different administrator account (Windows / macOS) and checking if it helps?

Looking forward to hearing from you.

Anubhav

[Terri32859766e6eg]

I'm having the same issue on both my desktop and laptop computers, both of which run Windows 11. I've unstalled, cleaned...all the things. I think it's an Illustrator issue, not an issue on my end. Are there any supportive ideas from Adobe?

[Anshul_Saini]

Hello @Terri32859766e6eg,

Thank you for reaching out and sharing your observations. I understand how crucial it is to have Illustrator running smoothly, and I’d be happy to assist in narrowing down the issue.

To help us identify the root cause, could you kindly confirm the following:

1. Which troubleshooting steps have you already tried (e.g., resetting preferences, running Illustrator as an administrator, etc.)?

2. Windows System Information (msinfo):

• Press Win + R, type msinfo32, and hit Enter.

• In the System Information window, go to File > Export, save the file, and share it with us.

3. Windows Version and Build Number: Press Win + R, type winver, hit Enter, and share its screenshot.

4. The version of Illustrator you currently have installed.

With these details, we can investigate further and provide guidance tailored to your setup. Your efforts in sharing this information will help us get closer to a resolution. Looking forward to your response!

Best,

Anshul Saini