White window appears over the opened document in Illustrator 2020 on macOS Mojave

[giovannig12158389]

Hi,

I would like to know why after opening an existing document (from home window) another "non sense" white/empty page/window appears over my document and I have to close it.

I have update also from 24.0.1 to 24.0.3 (no solution) - i run with imac 27 late 2017 - OS mojave

thank you in advance

{Renamed by MOD}

[meganchi]

If you click the red "x" to close the window, then relaunch Illustrator, does it appear again?

[giovannig12158389]

yes, the problem appear again

[giovannig12158389]

But it appears only after I open an existing document

[giovannig12158389]

Goodmornig, another update; if Illustrator is closed and if I open the document with double click, the opening is ok and no white window appear after. The trouble occours only when I open document from the menu Illustrator console. 

Could you help me? please

[Srishti Bali]

Hi Giovanni,

Sorry to hear about this weird issue. That's definitely not normal. Could you please share a few more details like:

• When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently. 
• Where the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)?
• 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.

Regards,

Srishti

[giovannig12158389]

Hi Srishti

I try to start in safe mode but the problem persists. The problem stars using Illustrator 2020 from the first release until 24.0.3 -  I don't use any antivirus, the OS X is Mojave, iMac retina 5k 2017 24 GB ram. All the file are saved on Icloud or on local System HDD (the problem appears in each ways) . No plug in have been installed or web extension. I also try to disable preferences but I don't find the right path for do it.

The problem is that I have saved many documents with this release and I don't want to downgrade to 2019 version. Yesterday morning the program would not start , the coloured circle continues to run but the program didn't answer. I try twice and then I have uninstall 2020 version. Restart the iMac and I have installed again from creative cloud , restar and lunch it directly from creative cloud desk. Now the program run (no more crash) but the white page continues to appear after opening any document from Home display. Thank you in advence for your reply

[giovannig12158389]

Hi Srishti, did you have any update?

[Ashutosh_Mishra]

Hi there,

Could you please try resetting the preferences once? Please follow help article 

https://helpx.adobe.com/illustrator/using/setting-preferences.html#setting_illustrator_preferences to do that.

**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.  

Regards,

Ashutosh