Illustrator shows me a white blank window on start (MacOS)

[Andrii Kulikov]

When Illustrator is starting an OS window with no content pops over it. Look like some another app has to load there but it stays completely blank. I still can close it and go on. 

[Rishabh_Tiwari]

Hi there,

Thanks for reaching out. Could you please confirm the exact version of the Illustrator and macOS. Also, could you please share a few screenshots of what exactly happening at your end?

Regards

Rishabh

[Andrii Kulikov]

Hi, Rishabh.

Illustrator: 24.0

MacOS: 10.13.6

Please see attached screenshot. With Illustrator closed: click on Dock Illustrator icon -> welcome screen appears -> click the 'OPEN' button -> document loaded and then this window popped up.

[Rishabh_Tiwari]

Thanks for sharing the details Andrii. Does this white dialog box open every time you launch Illustrator? Please try resetting the Illustrator Preferences and let us know if that helps or not. Please follow the steps below to reset the preferences:

• Close Illustrator.
• Click on the Finder icon on the dock, choose Go on the top> Go To Folder.
• In the Go To Folder dialog box, type "~/Library". Click Go.
• Open the Preferences Folder > rename the Illustrator  24 Settings folder to Illustrator  24 Settings folder.old
• Under Preferences, Open Adobe folder and rename Adobe Illustrator folder to Adobe Illustrator.old
• Go back to library->open caches->rename  com.adobe.illustrator to com.adobe.illustrator.old
• Go back to library->open application support-> open adobe->rename the Illustrator  24 folder to Illustrator  24 folder.old

Let us know if it works or if you need any further assistance.

[Andrii Kulikov]

Hello!

Sorry for such a delay with the response.

I went through all the steps you said and the problem seems to be gone at least for now. All my workspace has been reset (I expected that tho) but no popup anymore. Let's see how long will it last.

[Andrii Kulikov]

Update: in a 3rd or 4th start got this window again.

[Ashutosh_Mishra]

Hi Andrii,

Thanks for providing the updates about the workflow. I'd recommend contacting the live support on https://helpx.adobe.com/support.html , click on chat icon at bottom right to begin the conversation. Support team here will be able to perform remote troubleshooting on the machine and will be able to help you out accordingly.
You may also use the https://helpx.adobe.com/contact/phone.html for phone support. Hope it helps.

Regards,

Ashutosh

[pentagramwookie]

Hello, is there any new advice for this? I'm on Catalina 10.15.4 on a 16" MBP and have been having this window pop up for a while now too. I reset my preferences as advised and the same as OP after opening the program a few times the mysterious window it is back. I thought it might be worth mentioning that it's still showing up as of 24.1, updated 18 days ago.

thank you, best regards