Illustrator won't open – constant rainbow wheel of death

[sarah_73]

Hello,

My Illustrator has been crashing constantly recently and won't let me use it. It opens initially but then the rainbow wheel of death is just constant and I eventually have to force quit. It's been like this for about 2 weeks now, so whenever I need to use Illustrator I have to jump on my laptop. Very inconvenient!

Any ideas as to why this is, or how to fix? I've uninstalled and reinstalled it, restarted my machine and I've just updated it to the most recent 2022 version. Still no luck.

Any help would be much appreciated!

Thanks,
Sarah

[Monika Gause]

Perhaps you would like Customer Care to have a look inside your system: https://helpx.adobe.com/contact.html (chat is in the bottom right)

[jackbott]

This is happening to me, too. Right after I updated.

[jackbott]

Since this kept happening over and over, even after restarting, I uninstalled the latest version and reverted back to the older one. There was nothing wrong with it anyway. I would recommend anyone having this issue to do the same until Adobe fixes their break.

[sarah_73]

Thank you for this good suggestion! Unfortunately I've tried uninstalling and then installing an older one and that's not worked either. The same problem happens 😞

[Anshul_Saini]

Hi  @sarah_73 @jackbott,

We are sorry for the trouble. I assume that Illustrator gets frozen when creating a new document or opening an existing document. If yes, would you mind sharing a few more details like:

• Spindump by following the steps shared in this article: https://helpx.adobe.com/uk/photoshop/kb/how-to-get-a-process-sample-or-spindump.html
• SPX file by following these steps:
  Click on Apple Icon > About this Mac > System Report
  This will launch the System Profiler
  Then Click File > Save > Save in Creative Cloud Files
  Then open https://assets.adobe.com/files
  Click on three dots next to SPX file > Share > Copy Link and paste it into a private message.

This information will help us investigate the issue further. We will be looking forward to your response.

Thanks & Regards,

Anshul Saini