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Y
Yoshi26665894qn7r
Participant
October 18, 2022
Question

Illustrator's screen is frozen

  • October 18, 2022
  • 2 replies
  • 3989 views

After Win. Update I tried opening my Illustrator to continue my work but when it opened it gave me a box saying that I must read and accept the Adobe General Terms of Use. However when I try to click "accept" it doesn't open the app nor let me exit it. (The screen is frozen to this box). I tried uninstall reinstall, printer pooler, and OOBE reset but all went to the drain and the app still frozen to this screen. 

PLEASE HELP ASAP. 

    2 replies

    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    October 18, 2022

    Hello @Yoshi26665894qn7r,

     

    Sorry to hear about this experience and for the late response. Would you mind trying the suggestions shared in this community post (https://community.adobe.com/t5/download-install-discussions/repeatedly-asked-to-accept-license-agree...) and checking if it helps?

     

    Looking forward to your response.

     

    Thanks,

    Anubhav

    Y
    Yoshi26665894qn7rAuthor
    Participant
    October 18, 2022

    Hello Anubhav. 

    I checked the link you attached and went through all the comments. Unfortunately, it's not related to my problem. Since it doesn't respond to me whenever I click "accept" nor "exit the application", it's frozen in place and the whole screen isn't (click able), thus I can't even click on the terms of use nor choose acceptance or exiting the app. 

    So, what can I do when I NEED the app for a project that is due? 

    Y
    Yoshi26665894qn7rAuthor
    Participant
    October 20, 2022

    Thanks for checking that, @Yoshi26665894qn7r. Would you mind checking if there is any Windows update pending? Also, would you mind confirming the OS & its built no. along with a screenshot of the error?

     

    Also, would you mind checking if Creative Cloud apps are running under a new admin user account or not?

     

    We will be looking forward to your response.

     

    Thanks & Regards,
    Anshul Saini

     


    Hello Mr. Anshul

    Oh yes! My OS is Windows10 Home Vers. and the build num. is 19044.2130. 

    Also, yes, I did check if there are any updates pending and found none. And the CC app is running with my account. (the SS is attached) 

    Thank you so much for your reply and your help in advance. 

     

    Y
    Yoshi26665894qn7rAuthor
    Participant
    October 18, 2022

    After Win. Update I tried opening my Illustrator to continue my work but when it opened it gave me a box saying that I must read and accept the Adobe General Terms of Use. However when I try to click "accept" it doesn't open the app nor let me exit it. (The screen is frozen to this box). I tried uninstall reinstall, printer pooler, and OOBE reset but all went to the drain and the app still frozen to this screen. 

    PLEASE HELP ASAP. 

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