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Unable to Open any new or old documents on any Illustrator version on macOS Mojave 10.14.6

New Here ,
Jul 15, 2021 Jul 15, 2021

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Hey Adobe......All of my Adobe products are working but Illustrator. I have uninstalled my Wacom, cleaned up fonts, uninstalled and reinstalled Illustrator. The program starts up , but will not open a new doc or exisiting file, it just spins and goes (not responding) and I have to force quit. (Mojave10.14.6)

 

 

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Adobe Employee ,
Jul 23, 2021 Jul 23, 2021

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Hi there,

 

Sorry about the trouble. Could you please share a few more details like:

  • The version of the currently installed Illustrator.
  • Is this happening on macOS Mojave, or is this happening on newer versions of macOS as well?
  • Is it a specific file that you are not able to open? If yes, could you please share the document with us? You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link.
  • Where do you save your files (Creative Cloud/ Network Drive/ System HDD/ Shared Folder on System/ External HDD)?
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates, web extensions, or plugins installed recently.
  • Did you use the Creative Cloud Cleaner tool to uninstall the Illustrator?
  • Does resetting Illustrator Preferences (https://helpx.adobe.com/in/illustrator/using/setting-preferences.html) help to resolve the issue?
    Disclaimer: Please note that resetting 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. Location is mentioned in the article.

 

We are here to help, just need more info.

 

Thanks & Regards,

Anshul Saini

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