Ilustrator all black

[Antonio23471087um6m]

I have instaled ilustrator, photoshop and indesign today, photoshop and indesign work fine.

Ilustrator doesn't let me create a new work sheet or open any ilustrator files.

I have already reinstalled the program, instaled later versions, reseted prefferences, checked the box of ' use legacy 'file new' interface and nothing works..

[lambiloon]

Hi, make sure all versions are updated to the latest one if it is updated then try to install 2020 and check...regards

[Antonio23471087um6m]

i installed the oldest version available and didn't work 😞

[Met1]

Use the cleaner tool to uninstall, then reinstall.

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[Antonio23471087um6m]

i have cleaned everything with that tool, reinstalled and still the same error keeps happening.. 😞

[Met1]

Contact Adobe, they'll need to remote in to work out what's wrong...

[Antonio23471087um6m]

how do i get in toutch with adobe??

[Ton Frederiks]

You can do so by signing in with the email associated with your Adobe membership here: Welcome to Adobe Customer Care! Need help?

[Antonio23471087um6m]

i have tried one million diferent solutions, even did a hard reset on my laptop and still the same error..

[Anshul_Saini]

Hi @Antonio23471087um6m,

Sorry to hear about the trouble you are facing. I would suggest you try the following steps and let us know how it goes:

• Close all Adobe applications.
  - Go to Location C:\Users\user\AppData\Roaming\Adobe
  - Rename Adobe Illustrator and Adobe Illustrator 26 Settings folders to Adobe Illustrator.old and Adobe Illustrator 26 Settings.old
  Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will
  launch with default settings. You can also take a backup of these folders in case you want to. The location is
  mentioned above.
• Rename the CEP folder to CEP.old from the following location:
  C:\Program Files (x86)\Common Files\Adobe
• If that doesn't help, rename the UXP folder to UXP.old from the following locations:
  C:\Program Files\Common Files\Adobe\
  C:\Program Files (x86)\Common Files\Adobe
• If that doesn't help either, uninstall the application using the CC Cleaner tool and reinstall from the Creative Cloud Desktop app.

Kindly update the discussion if you still need assistance with it. We'd be happy to help.

Regards,

Anshul Saini