Updated to the 28.0 version but the Program doesn't even open

[Leonardo23115627flre]

I recently updated to the latest Illustrator version but the program doesn't open. Why is that?

When I disinstall it and replace the older version, it works. But then when I try to open a Pdf I created with the 28.0 version when it miracolously worked (just twice) with the old version I cannot edit the layout!

Any suggestions? My computer is a Windows 10 pro edition and the processor is Intel(R) Core(TM) i7-10700KF CPU @ 3.80GHz 3.79 GHz

[Monika Gause]

Here are the system requirements: https://helpx.adobe.com/illustrator/system-requirements.html#ai-on-the-desktop

How much RAM is installed on your computer?

[Leonardo23115627flre]

Far more than the minimum required: 48 gb

[Monika Gause]

Did you already reset the preferences?

Are all your printer drivers OK?

Are all your fonts OK?

Does it crash when opening or doesn't it do anything? How are you opening it?

did you install it in the standard location?

[Anshul_Saini]

Hi @Leonardo23115627flre,

I'm sorry to hear about the issues you're experiencing with Adobe Illustrator after the update. With your system meeting the minimum requirements and having ample RAM, there might be some other factors at play.

First, let's try running Adobe Illustrator as an administrator to see if it makes a difference. Right-click on the Illustrator shortcut or executable and choose "Run as administrator."

Additionally, please check if you have any antivirus software that might be blocking the program. Temporarily disabling it or adding Illustrator as an exception may help. Also, please check whether turning off the internet helps launch the app.

Resetting Illustrator preferences, as mentioned by Monika, can also resolve certain issues. To do this, press and hold Ctrl+Alt+Shift (Windows) or Command+Option+Shift (Mac) as you launch Illustrator. You should see a dialog to confirm the reset.

Ensure your printer drivers and fonts are up to date, as outdated or corrupt drivers and fonts can cause problems.

I hope this helps and that you can get Illustrator running smoothly again. Let me know if you have any more questions or if you'd like further assistance!

Best,

Anshul Saini

[Jillian5C19]

I'm having the same issue but on a Mac M1. The application opens but as soon as I try to access any menu item, like opening or creating a new document, Illustrator crashes. I've reset preferences, uninstalled/reinstalled, removed third party font plugin, rebooted multiple times. Nothing is working. My other CC apps (photoshop, Bridge, and Indesign) are all fine. 

[Monika Gause]

Can you tell us the hardware specifications?

Which system is it?

Did you already reset the preferences?

[Jillian5C19]

Apple Macbook Pro 13" M1

16GB RAM

Ventura 13.6

yes everything was reset, uninstalled, reinstalled. I also had an issue with Creative Cloud and syncing being blocked by Firewall. I followed instructions in another post that involved deleting some Library files, and that is working fine now.

Also I uninstalled Illustrator 2023 and reinstalled the previous version of Illustrator 2023, and that works fine. So the issue is clearly with Illustrator 2024.

[Jillian5C19]

I meant I uninstalled Illustrator 2024 and installed 2023, which works.

[Anshul_Saini]

Hi @Jillian5C19,

I understand how frustrating it can be when you encounter issues with Illustrator. It's great that you've provided your hardware specifications and tried various troubleshooting steps, including resetting preferences and installing the previous version. It does indicate that the issue is specific to Illustrator 2024.

Since you're using a Mac M1, hardware compatibility should not be a concern. Given the nature of the problem, it might be related to a specific interaction between Illustrator 2024 and your system configuration.

Here are a few more steps you can consider:

• Check for macOS Updates: Ensure that your macOS is up to date. Sometimes, compatibility issues can be resolved with macOS updates.

• Crash Report: When Illustrator crashes, Adobe apps typically generate a crash report. These reports can provide valuable information about the cause of the crash. If prompted, you can send the crash reports to Adobe for analysis.
  Share crash logs by following the steps outlined in this helpx: https://helpx.adobe.com/illustrator/kb/crash-next-steps.html
  While submitting the crash report, please use the same email address with which you are signed in on this community. This will help us find the crash report and help accordingly.
  
  

Also, please check if disabling GPU performance helps you create a new document or helps open an existing one.

It's unfortunate that you're facing this problem, but with the right steps and information, there's a good chance it can be resolved. In the meantime, using the previous version of Illustrator is a suitable workaround. Please let me know if there's anything else I can assist you with.

Best,

Anshul Saini

[Jillian5C19]

Thank you. Unfortunately when the crash happens, the crash report dialog appears but it does not provide the log nor does it send to Adobe. It simply disappears.

[Anshul_Saini]

Thank you for getting back to me, @Jillian5C19. I appreciate your willingness to send crash reports; however, I understand that the dialog isn't providing logs or sending them to Adobe, which is indeed unusual.

To help investigate this further, it would be extremely valuable if you could provide a screen recording of the issue.

This will allow us to gain insights into what's happening and potentially find a solution.

Additionally, please check if Illustrator has full disk access in your system's Security & Privacy settings, and ensure that no antivirus or security software is blocking Illustrator. Sometimes, third-party security tools can interfere with application functionality.

Another step to consider is temporarily turning off your internet connection while Illustrator is launching, as this might help prevent any potential connectivity-related issues from affecting the application launch.

Also, if you have the opportunity to access Illustrator's preferences before it crashes, try disabling GPU performance and see if that makes a difference.

Thank you for your patience and cooperation. Your input will help us in working towards a resolution for your issue.

Best regards,

Anshul Saini

[Jillian5C19 · Accepted solution]

I figured out the issue. I use Extensis Connect Fonts and after upgrading to Illustrator 2024, the process preserved the 2023 plugin. I removed it and installed the updated plugin, and that resolved the issue. 

[Anshul_Saini]

Thank you for updating us, @Jillian5C19! I'm glad to hear that you've identified the issue with Extensis Connect Fonts and successfully resolved it by updating the plugin. This information can be helpful to others who might encounter a similar problem.

If you have any more questions or encounter any other issues in the future, please don't hesitate to reach out. We're here to assist you. Happy designing!

Best,

Anshul Saini