Inspiring

Question

Unable to launch Illustrator after downloading the last update 24.0.1 on macOS Mojave

Forum|Forum|6 years ago
January 1, 2020
3 replies
1250 views

Hello -

Coming from Illustrator 2019, I downloaded the last update 2020 (24.0.1).

The bad news is that I can't launch Illustrator anymore!!! :-PPP

I have the menu appearing and the window where Illustrator would be is black while the "rainbow wheel" keeps turning and turning.

I have tried already several times, but I always get the same "error" —> "Not Responding".

I'm under Mac OS X Mojave 10.14.6

Any idea about waht I could do to be able to launch AI?

Thank you.

- Dimitri

{Renamed by MOD}

Performance

This topic has been closed for replies.

Srishti Bali

Community Manager

Hi Dimitri,

Sorry to hear about this issue. I would like to know if reinstalling the application as suggested above worked for you, or the issue still persists.

If it is still not resolved, try following these steps 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, 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
If nothing helps, then we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/support.html) and select the chat button in the lower-right corner of the page. We can help on a live session that way.

Regards,
Srishti

D

dimitri_casAuthor

Inspiring

Hello -

Sorry for the late answer, was busy at work…

Well, I just clicked AI icon in the "dock" (Mac OS) and sadly enough AI didn't launched properly (I mean AI didn't no open).

I had to "force quit" the AI.

I tried to launch AI directly from AI's folder and there AI opened properly.

Hope it will work at the end. I lost a lot of time with this "story".

I find it really sad that I thought I was doing a good one by applying the upgrade, it unfortunately reminds me why I MUST not upgrade too often, because Adobe upgrades regularly cause problems.
Besides, my OS is all clean because it's a new machine, and there's mostly only Adobe CC installed on it.

I cross the fingers…

- Dimitri

Srishti Bali

Community Manager

Sorry about the trouble which is caused after after installing the update but we are glad that you are back on track. Give us a shout if you need any further help.

Thanks!

Steve Werner

Community Expert

I would also suggest restoring preferences as Monika suggests.

If that doesn't work, try using the Creative Cloud app to uninstall Illustrator, and install again. You could have a bad installation.

D

dimitri_casAuthor

Inspiring

Hello Monika -

Hello Steve -

Thank you for your replies.

I tried to reset the preferences, but it doesn't.

So it seems I'm good to re-install Illustrator.

In "Uninstall Adobe Creative Cloud" app, I tried to find a "button" with which I could uninstall Illustrator, nut I didn't found such button. Would you mind to guide me a bit?

Thank you.

- Dimitri

Steve Werner

Community Expert

I meant you should UNINSTALL ILLUSTRATOR not uninstall the Creative Cloud.

If you go to the menu bar, you'll see the Creative Cloud app icon. Click on it to open the app. Find the application you want to uninstall (circled below) and click the ... menu and choose Uninstall.

Monika Gause

Community Expert

Did you reset the preferences when updating?

Maybe try that.

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