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Illustrator Won't Open

Community Beginner ,
Nov 05, 2023 Nov 05, 2023

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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

 

Screenshot 2023-11-05 at 5.54.34 PM.pngScreenshot 2023-11-05 at 6.00.55 PM.png

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Bug , Performance

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Community Beginner ,
Nov 05, 2023 Nov 05, 2023

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Community Expert ,
Nov 05, 2023 Nov 05, 2023

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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 

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Community Beginner ,
Nov 05, 2023 Nov 05, 2023

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

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Adobe Employee ,
Nov 06, 2023 Nov 06, 2023

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LATEST

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

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