Illustrator not working. Stuck on start up gray screen??

[Lex93]

Ever since I updated my Macbook pro to Big Sur, Illustrator 25.4.1 will not work. All I see when I open up the app is a gray screen. I can't open up any templates, files, or anything. It won't allow me to do anything at all. I've tried unistalling the app, reinstalling the app, restarting my macbook, force closing and reopening the app, my illustrator and macbook are both up to date but nothing has worked. Does anyone have any suggestions on what I can do to get my illustrator working on my mac book pro again?

 

[marliton]

Hi. Have you tried resetting the preferences? https://helpx.adobe.com/illustrator/user-guide.html/no/illustrator/using/setting-preferences.ug.html

[Lex93]

Hello, yes. I've tried this as well. Still not working. Turns out though, I am able to open up files but when I first open up illustrator, I just see this blank face of death. 

[airey773 · Accepted solution]

I had issues after the Big Sur update too, although it may have been a combo between that and an AI update, I hadn't used AI on my home machine for a week or so.

So uninstalled Illustrator first. I actually uninstalled all of the Adobe apps and ran the 'Adobe cleaner' tool.

Then, I found some outdated files in the 'User/Library/Application Support/Adobe' folder. I did a mass clearance of that folder for anythign with old revision dates and everything related to illustrator. The 'Adobe Cleaner' tool didn't remove any of these, which is odd. 

Then the 'Library/Preferences' folder I removed the 'com.adobe.illustrator.plist' as well as anythign Illustrator related both in the 'Adobe' folder and a 'Adobe Illustrator 25 Settings' folder.

Then reinstalled AI. and this fixed my specific issues. plus made the thing run faster than it has in years.

Maybe some of this might help you!

[MdhArt]

I did those exact steps as well, then tried again after toggling the pixel view - this seems to work, and has ever since as well. 

Here's the thread: https://community.adobe.com/t5/illustrator-discussions/blank-screen-on-illustrator-on-mac-os/m-p/124...

[Lex93]

The pixel view didn't really do much for my issue. I'm able to see the file that I open in illustrator. The pixel view just makes my already open and visible file pixelated? I'm still just seeing a blank gray screen (pictured above) whenever I first open up illustrator. 

[MdhArt]

I toggled it on and off with the file open, so my specific issue might have been slightly different 😕

But in either case, deleting, reinstalling and removing (or renaming) Ai's system folders worked for me (before toggling views, etc.)

[MdhArt]

*By clicking on my file to open Ai then adjusting/toggling views...

[Lex93]

I'm going to attempt this and report back. Where can I find the adobe cleaner tool?

[MdhArt · Accepted solution]

Here's the link to the cleaner tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Then reinstall from the Creative Cloud Desktop app https://helpx.adobe.com/in/download-install/using/download-creative-cloud-apps.html

[Lex93]

Thank you! Should I unistall all adobe apps like they suggested? Or just illustrator? 

[MdhArt · Accepted solution]

I'd uninstall all Adobe apps, per their recommendation - especially after an OS update/upgrade - might as well since you're taking the time now to do it, plus to ensure uniformity etc. At least that's what I did, and it worked for me...

[Lex93]

After all of that, I think we're back in business!!! Thank you guys so much! Unistalling all adobe apps, the Adobe Cleaner, restarting computer, and reinstalling apps seemed to have gotten the job done (for now). I am no longer seeing just a blank gray screen when I open up illustrator. I now see my welcome screen. 

Thank you all again!

[MdhArt]

Excellent, great to hear (and see)! Enjoy! 😄

[Mike_Gondek]

Reset Prefs Thoroughly (Mac)

• Quit Your Adobe App (100% you must do this)
• Finder >> Go (hold down option to show hidden) >> library 
• Preferences >> Adobe  >> (Program Name) rename to (Program Name) .old
• Library- >> Caches >> com.(Program Name) rename to (Program Name) .old
• Library >> Application Support >> Adobe >> (Program Name) rename to (Program Name) .old

If that don't work, In preferences gebrael enable >> Use Legacy File New Interface

Likes

[Mike_Gondek]

If that don't work, In preferences gebrael enable >> Use Legacy File New Interface

[Lex93]

On step three, what do you mean by 'program name?' You lost me. This is where I am so far. 

Am I remaming the ADOBE at the very top or the blue adobe illustrator folder down below?

[MdhArt]

(Program Name) would be Adobe Illustrator in your case 🙂 

[Lex93]

Okay. I did everything listed and none of it worked 😩😩😩