Save as screen appears black (Illustrator)

[Jorge33669821kmq6]

Hi, when I click save as, the window that appears is black, and it stays that way.
It is the latest version of Illustrator.

[Jorge33669821kmq6]

Sorry, I need to give more information.
It is the latest version of Illustrator, I already reinstalled it.
I am on windows 10.
I already reset Illustrator preferences.
I hope you can help me, thank you!

[Bobby Henderson]

Have you been saving files to an external hard disc or maybe a USB flash memory stick? Sometimes applications can hang if the external device is unplugged, develops a connection problem (such as a bad USB cable) or it just stops working properly. When clicking "Save As" the computer may be looking for that storage volume and not be able to find it. Normally the computer would just disregard it and revert to looking at the computer's internal discs.

[Jorge33669821kmq6 · Accepted solution]

Hello, thanks for answering.
I don't have any external device connected.
Another piece of information I can provide is that I have now discovered that if I save a copy, it works correctly.
I'm thinking it could be a windows problem maybe.

[Jorge33669821kmq6]

Well, you were right, the only thing I had connected was the mouse, and well, it had never caused me a problem.
I disconnected it and reconnected it, and problem solved.

Thank you so much!

[Bobby Henderson]

That's good to know. Sometimes the whole device bus in a PC can get wonky. I have a Wacom tablet on my home setup and occasionally I have to unplug and reconnect it or reboot the computer due to it not responding.

[Nicolas37756052ja2f]

Hello,

I have the same problem : a black screen when I want to "save" or "save as"... 

Is there some information or solution for that ?

Regards

[Anubhav M]

Hello @Nicolas37756052ja2f,

Sorry to hear about your experience. Would you mind trying the following steps and checking if they help:

- Close all Adobe applications.

- Rename the UXP folder to UXP.old from the following location:

(Windows) Navigate to C:\Program Files\Common Files\Adobe\UXP

(macOS) Navigate to Macintosh HD/Library/Application Support/Adobe/UXP

- Relaunch Illustrator

If the problem persists, kindly share more details, like the exact version of the OS/Illustrator, system config (CPU/GPU/Memory), and a screen recording of the problem (https://community.adobe.com/t5/illustrator-discussions/screen-record-an-issue-on-windows-amp-macos-f...), so we can investigate this further.

Looking forward to hearing from you.

Thanks,

Anubhav

[Dorian28104300k6ay]

Unfortunately, it doesn't work ! Is there some other solution for that ?

Best regards,

[Anubhav M]

Hello @Dorian28104300k6ay,

Sorry to hear that the suggestions did not help. Would you mind trying to run Illustrator under a different administrator account (Windows / macOS) and checking if it helps?

If the problem persists, kindly try the following steps and share your observations:

• Close all Adobe applications
• Remove Illustrator using the Creative Cloud Cleaner Tool (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html)
• Reinstall (https://helpx.adobe.com/download-install/using/download-creative-cloud-apps.html) and relaunch Illustrator

Looking forward to hearing from you.

Thanks,

Anubhav

[the_eddyist · Accepted solution]

Hello! I had the problem all the same, but apparently "Sign out and Sign in again" seems to solve the problem. The pop-up window came was the option to "save to cloud or save computer" whereas we'll select PC and forget the option popsup after an update or reset..