Skip to main content
M
mostafa27715277u49d
Participant
November 5, 2023
Question

Illustrator Won't Open

  • November 5, 2023
  • 3 replies
  • 483 views

Today i had updated Adobe illustrator to Version 28. after the update it stuck on the Black screen as shown below. I tried all the steps mentioned in another articles with no changes, also reinstall the mac os and tried to install illustrator again and i had the same issue

 

    This topic has been closed for replies.

    3 replies

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    November 6, 2023

    Hi @mostafa27715277u49d,

     

    I'm sorry to hear about the issue you're facing with Adobe Illustrator on your Macbook Pro. This issue has been reported by several users, and the product team is actively investigating it. To assist in resolving this problem, the product team has requested access to specific UXP folders from various locations on your Mac.

    • Home Screen build from path: /Library/Application Support/Adobe/UXP/extensions/
    • Home Screen build from: /Applications/Adobe Illustrator 2024/Adobe Illustrator.app
    • Open Illustrator, go to the Help menu > System Info - copy all data and paste it into a text file, and upload it here.
    • Folder from: ~/Library/Caches/Adobe/CCX Welcome/data/
    • Logs from: ~/Library/Logs/CreativeCloud/CCX Welcome

     

    These folders are outlined in the attached video. Sharing these folders will help them further understand and diagnose the problem. Please follow the instructions in the video and share the requested folders with the product team so they can work on a solution.

     

    Thank you for your cooperation and patience as they address this issue.

     

    Best,

    Anshul Saini

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    November 5, 2023

    Can you try and disable the Home screen in the Preferences? Also turn on the Legacy "File New" interface. Does that work?

     

    Then you can contact Customer Care tomorrow and have them check out what's going on there: https://helpx.adobe.com/contact.html 

      M
      mostafa27715277u49dAuthor
      Participant
      November 5, 2023

      Many thanks Monika, unfortunately i can't accses the Preferences.

        M
        mostafa27715277u49dAuthor
        Participant
        November 5, 2023

        @Anshul_Saini 

          Terms & ConditionsAccessibility statement
          Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices