URGENT | Adobe Illustrator 2023/2024 wont open

[dasedesigns]

Hello everyone! I'm currently working on a logo project with a tight deadline. I was. using the program 

problem free yesterday.. However since trying to open it this morning it will not work.. I've tried

uninstalling, reinstalling, I've updated my macbook to the newest software update (macOS Montery 12.7.1) etc.. NOTHING is working..

The program loads with the loading box artwork per usual, but once the program itself goes to open, it just shows this grey blank screen as you can see attached below.. Where usually you select your canvas siize / recent files to open etc.. BUT I've been at this for hours! Literally tried opening up a recent file from the file menu too and nothing happens.. 

Any help would be greatly appreciated!!

[Monika Gause]

Can you open Preferences > General and turn on the old "File new" interface?

Is your internet connection working? Do you have an aggressive firewall? 

[dasedesigns]

yes internet always working lol no def not a firewall thing.. I've been using the same macbook since 2016 lol. this is the first time this has happened and nothing has changed since the day before when i was using it. Also, no the preferences, general function wont load either. 

[Monika Gause]

Then please try this. https://community.adobe.com/t5/illustrator-discussions/illustrator-is-stuck-on-this-black-screen/td-...

BTW: this public forum is 95% volunteers. 

[dasedesigns]

Thank you for your help. I've gone through the same process they mentioned usinig the cleaner tool on both the creative cloud and illustrator, still the exact same issue. Illustrator just stays stuck on the grey screen. And clicking any of the green yellow or red buttons does nothing. Doing File, New, nothing happens it just stays as is. 

[Monika Gause]

If you have done all of that, then you can still contact Customer Care and have them take a look into your system.

https://helpx.adobe.com/contact.html 

[Anshul_Saini]

Hi @dasedesigns,

I'm sorry to hear about the issue you're facing with Adobe Illustrator on your Mac. This issue has been reported by several users, and the product team is actively investigating it. To assist in resolving this problem, the product team has requested access to specific UXP folders from various locations on your Mac.

• Home Screen build from path: /Library/Application Support/Adobe/UXP/extensions/
• Home Screen build from: /Applications/Adobe Illustrator 2024/Adobe Illustrator.app
• Open Illustrator, go to Help > System Info - copy all data and send it to us
• Folder from: ~/Library/Caches/Adobe/CCX Welcome/data/
• Logs from: ~/Library/Logs/CreativeCloud/CCX Welcome

These folders are outlined in the attached video. Sharing these folders will help them further understand and diagnose the problem. Please follow the instructions in the video and share the requested folders with the product team so they can work on a solution.

Thank you for your cooperation and patience as they address this issue.

Best,

Anshul Saini

[danmaz74]

Hi, I'm having exactly the same problem. The only workaround that worked for me so far was downgrading to version 27.0 - using the latest 27.x version, very oddly, still showed the same issue.

[Anshul_Saini]

Hi @danmaz74,

I'm sorry to hear that you're experiencing a similar issue. To assist you further, could you please provide the information asked above? This will help the product team investigate and diagnose the problem.

By sharing this information, you'll contribute to the ongoing investigation, and the product team can work on finding a solution. Thank you for your cooperation and patience as we address this issue.

Best,

Anshul Saini

[danmaz74]

Hi @Anshul_Saini , I'm sorry but I deleted all the directories with data/cache/etc during my testing. Right now I've only got the working, older version and its data.

[Marcin25773646nz1r]

Same here. Downgrading to 27.9 was the only solution that hellped. Tried everything. There is no Send Report to Adobe screen after restart. Illustrator just freezes while opening.

[Monika Gause]

Contact Customer Care and have them take a look at it: https://helpx.adobe.com/contact.html 

[quatroquattro]

I'm having the same issues. Why am I paying $60 a month for programs that don't work Adobe 😕

[Monika Gause]

You can contact Customer Care and have them take a look into your system: https://helpx.adobe.com/contact.html

The forum is 95% volunteers assiting with self help.