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Illustrator's screen is frozen

New Here ,
Oct 18, 2022 Oct 18, 2022

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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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New Here ,
Oct 18, 2022 Oct 18, 2022

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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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Adobe Employee ,
Oct 18, 2022 Oct 18, 2022

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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

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New Here ,
Oct 18, 2022 Oct 18, 2022

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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? 

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Adobe Employee ,
Oct 18, 2022 Oct 18, 2022

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Hello Yoshi,

 

Thanks for confirming that. Would you mind trying the following steps to check if it helps:

  1. Close all Adobe applications
  2. Start the Creative Cloud app with Administrative privileges. 
    Right-click on its' icon and choose "Run as Administrator"

  3. Sign out and sign back in
  4. Relaunch Illustrator as an Administrator (Right-click on Illustrator's icon and choose "Run as Administrator")

 

Looking forward to your response.

 

Regards.

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New Here ,
Oct 18, 2022 Oct 18, 2022

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Hello again Anubhav:) 

I went through all the steps you provided (also restarted my laptop to make sure everything is OK) and when I relaunched illustrator as administrator like you said, unfortunately..... the problem is still there and still that box isn’t clickable. 

Thank you for your patience and I wish you a great day/night. 

 

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Adobe Employee ,
Oct 19, 2022 Oct 19, 2022

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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

 

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New Here ,
Oct 20, 2022 Oct 20, 2022

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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. 

 

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Adobe Employee ,
Oct 25, 2022 Oct 25, 2022

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Thanks for sharing the details and patience, @Yoshi26665894qn7r.  I'd recommend you connect with our technical support team (https://helpx.adobe.com/contact.html?rghtup=autoOpen). The team here would be able to perform remote troubleshooting and assist you accordingly. 

 

If you have any problem connecting them or if they resolve the issue, then please let us know.

 

Regards,

Anshul Saini

 

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