Unable to click anything in Illustrator 2021 mouse is lagging and showing loading icon

[simonm44588031]

On tuesday I have purchased the Adobe CC 2021 to extend my membership. I excanged the code and everything worked afterwards, all apps updated automatically. But I'm having troubles with Illustrator. When I open the app you will get the first screen where you can choose your file preferences, which is normal. My mouse keeps on legging and showing the loading icon which causes unavailability to click on anything. For example the menu on top with file, edit, effects, window, etc, I can't click on anything but it is not frozen, I 'can' click on the buttons but they will open and close again immediately, so it doesn't respond properly, the keyboard doesn't respond as well. I don't know what is causing this, I've tried several things like uninstall/install, restart computer, updates, tried older versions of illustrator but all comes to the same problem. The problem is not caused by my laptop because the other programs do work perfectly and I can click and type within them without any problems.

Does anyone maybe know what could be causing this?

Simon

{Renamed by MOD}

[Anshul_Saini]

Hi there,

Sorry about the trouble. You may try the following steps:

• Disconnect from the Internet and see if that helps.
• Update your GPU drivers.
• Try running the app in Safe Mode & Hidden Admin Account and share your observation with us.
• Try disabling the security apps and test if this helps resolve the issue.
• Close any application running in the background and see if that helps resolve the issue.
• Reset Illustrator Preferences manually:
  Go to the following locations:
  
  • C:\Users\<your username>\AppData\Roaming\Adobe 
  • C:\Users\<your username>\AppData\Local\Adobe
  • C:\Program Files\Adobe 
    
  Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 25 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 25 Settings.old
  Disclaimer: Please note that renaming the preferences will remove all the custom settings, and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to.
• 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 extensions folder to extensions.old in the following location:
  C:\Program Files\Common Files\Adobe\UXP
• If that doesn't help either, uninstall the application using the CC Cleaner tool if you haven't previously and reinstall from the Creative Cloud Desktop app.

Let us know how it goes. We will be looking forward to your response.

Thanks & Regards,

Anshul Saini