Unable to Save File in Adobe Illustrator Due to Black Screen Error

[nidia1991]

Dear Adobe Support Team and community,

I am writing to report an issue I have encountered with Adobe Illustrator version 28.7.1 (64-bit). When attempting to save a file, a black screen appears, preventing me from proceeding with the save operation. This issue has persisted since updating to this version.

I have attached a screenshot of the error for your reference. I would appreciate your assistance in resolving this matter as soon as possible.

Thank you for your support.

[Monika Gause]

Did you already reset the preferences? This will erase your settings

[Anubhav M]

Hello @nidia1991,
 
I am sorry to hear about your experience. I hope Monika's suggestions helped resolve the problem. If not, kindly try the following steps to see 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

Looking forward to hearing from you.

Thanks,

Anubhav

[nidia1991]

Dear Adobe Support Team and Community,

I hope this message finds you well.

I am writing to seek further assistance regarding ongoing issues I am experiencing with Illustrator applications. Despite following the suggested solutions, including resetting to factory settings and renaming the UXP folder to UXP.old, the problems persist.

These bugs are significantly impacting my user experience and delaying my deliverables, as I am forced to find alternative ways to save my work. This situation is causing considerable inconvenience and affecting my productivity.

I kindly request a prompt resolution or any additional suggestions that could help address these issues effectively.

Thank you for your attention and support.

[Anubhav M]

Hello @nidia1991,

Sorry to hear that the suggestions did not help. Kindly try the steps again to rename the UXP folder to UXP.old from the following locations again after closing out all Adobe applications and then relaunch to check if it helps:

C:\Program Files\Common Files\Adobe\UXP
C:\Users\[YOUR USERNAME]\AppData\Roaming\Adobe\UXP

Also, try manually resetting Illustrator's preferences and sharing your observations:

- Close all Adobe applications.

- Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe

- Rename Adobe Illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old and Adobe Illustrator - 28 Settings.old

- Relaunch Illustrator from Creative Cloud

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders, the location of which is mentioned above.


Looking forward to hearing from you.

Thanks,

Anubhav