Illustrator opens with blank window

[Eleni1010]

hi, so I recently downloaded illustrator and I have come across a problem.

so when I open up illustrator the screen is blank and it doesn't come up with the recent documents and when I try to open a new document it won't let me. now I have seen other forums and tried the solutions they haven't worked. I have also re-installed Illustrator and it hasn't worked. I really would appreciate if someone could help

- Eleni

[Srishti Bali]

Hi Eleni,

Thanks for sharing your observations. Before we proceed with further steps I would request you please provide following details:

• Operating System(Exact Version of Windows)
• Which Graphic card you are using and when it was updated last time?
• If the system is on server profile please check how it works on local Admin account(Your IT Admin may help you in this)?
• Please check how it performs on safe mode? For Details click here https://support.microsoft.com/en-in/help/17419/windows-7-advanced-startup-options-safe-mode and https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode

Please feel free to ask if you have any further questions.

Regards

Srishti

[Eleni1010]

windows 10 home

version: 1670

graphics card: Intel(R) HD graphics family

total graphics space: 4139 mb

I have put it in the admin account but it works the same.

and I have run it as admin but it works the same

I'm about to start it in safe mode. I will let you know how it goes

[Eleni1010]

I started it in safe mode with the admin logged in and when i opened Illustrator it came up with the licence agreement. it had never come up with that before. it also changed the work space in illustrator to the essentials. but now back on my normal account out of safe mode it has now gone back to the way it had before.

If you would like I could live stream it to you so you can see what happens, but we would have to work around timezone.

Also I hope all the info I gave above is the right info

[Srishti Bali]

Hi Eleni,

Since we have tried all the steps please click on below mentioned link to start the chat with our support team. They will check your system by remotely logging into it.

Please follow the following steps to start chat

• click here Contact Customer Care
• Then follow the screenshots shown below

Please let us know if you need any further help from us.

Regards

Srishti

[Eleni1010]

I cant do that, i would have but enterprise ID's are not supported by the chat. should I make a new adobe ID so I can do it? because the account I use is set up with an enterprise ID

[Srishti Bali]

Hi Eleni,

Enterprise ID's are supported. All you need is active subscription.

Regards

Srishti

[Eleni1010]

well here it says it's not

[Om Nath Jha]

Hi Eleni,

I've sent you a message. Please check and reply with details. We will try to arrange a call back for you.

Regards,

Om

[Eleni1010]

ok, thanks

[Debbie Keller]

Eleni -

Have you tried closing Illustrator and holding down the following keys on your keyboard while you re-open the program?

Mac - Command + Option + Shift

Windows - Control + Alt + Shift

Keep the keys held down until you see a blank screen after the Illustrator splash screen that shows while it is opening.

Please let me know if this does not work.

[David245705019j71]

This is what mine shows me, please I need help