"Create New" button doesn’t work in Illustrator v24.1.2 on macOS 10.15.4

[konttantink33395345]

Problem
When I trying to create new project by button from home screen or from statusbar menu, I'm looking new configuration window and after 1 second it closes. 

Steps

1. Open Illustrator;
2. Click by "Create New" button;
3. Look on creating project configuration window.

EXPECTED: Project configuration window should be opened.

ACTUAL: Configuration window shown for 1 second and then it close.

Environment
MacBook Pro 16' 2019;

MacOS Catalina 10.15.4 (19E287)

Adobe Illustrator 24.1.2

{Renamed by MOD}

[Charu Rajput]

Hi,

Did you try clearing your preferences of Illustrator from Preferences -> General -> Reset Preferences. For reference please see attached screenshot.

 

I hope it helps you.

Thanks

[konttantink33395345]

Hey!
Yes, I did. Also this bug exists after clean installing. Reset preferences is not working for me 😞
But when I use legacy "File New" it's working

[Charu Rajput]

Hi,

May be uninstalling and reinstalling of application will help. 

Thanks

[Ashutosh_Mishra]

Hi there,

Sorry to hear about your experience. Thank you for providing detailed information about the issue. Please try resetting preferences manually once. Follow the instructions below to do that:

• Close all Adobe applications. 
• Go to locations 
• ~/Library/Caches 
• ~/Library/Application Support/Adobe 
• ~/Library/Preferences 
• Rename  Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 24 Settings folders to   Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 24 Settings.old 
• Launch Illustrator from the Creative Cloud and see if issue is still there.

**Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.  

You may also try logging into the root account of your machine(https://support.apple.com/en-in/HT204012) and see if you have the same issue there. Let us know how it goes.

Looking forward to your response.

Regards,

Ashutosh

[konttantink33395345]

Hey.

Yes, I discussed with Adobe Support and I tried all of this steps. But no one of them is not working 😞

[Srishti Bali]

Hi there,

Sorry to hear about the trouble you are facing with Illustrator. I have sent you a DM for case details, please check.

Regards,

Srishti

[Srishti Bali]

Thanks for sharing the details. As per your last conversation with our support team, you have already tried resetting preferences and you have been suggested to use "Use Legacy New File Interface" as a workaround. 

I would request if you could try following these steps one by one and share your observations:

• Try booting the system into Safe Mode (https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator.

• If that doesn't help either, login to root account (https://support.apple.com/en-in/HT204012). Check how application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html

Regards!

[Srishti Bali]

I would like to know if the steps suggested above help to resolve the issue or the issue still persists. If not, you may also try these step and share your observations:

• Close all Adobe applications.
• Go to /Library/application/support/Adobe
• Rename CEP foler to CEP.old
• Launch Illustrator from CC.

Regards!

[Srishti Bali]

I would like to know if the steps suggested above worked for you, or the issue still persists. Kindly update the discussion if you still need assistance with it.

Regards!

[konttantink33395345]

Hi Srishti
Sorry for long answer. I've just tried to do your suggestions but problem is reproducing

[Srishti Bali]

Oh no! Please try these steps and share your observations:

• Close all Adobe applications. 
• Uninstall Creative Cloud Desktop app (By this I meant Creative Cloud app not Illustrator) by using Cleaner tool (https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html).
• Restart the machine.
• Reinstall Creative Cloud app (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).
• Launch Illustrator from Creative Cloud app.

Looking forward to your response!

[Srishti Bali]

Oh no! Please try these steps and share your observations:

• Close all Adobe applications. 
• Uninstall Creative Cloud Desktop app (By this I meant Creative Cloud app not Illustrator) by using Cleaner tool (https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html).
• Restart the machine.
• Reinstall Creative Cloud app (https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html).
• Launch Illustrator from Creative Cloud app.

Looking forward to your response!