Adobe Illustrator 2020 crashes during launching on macOS 10.14.6

Community Beginner ,
Aug 05, 2020

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OS 10.14.6, ai v24 goes partially through the launch and crashes, can not find the pref file, did see that a folder called "AITestFolder" is created at launch then vanishes

 

 

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1 Correct Answer

Community Beginner , Aug 13, 2020
brianagogo Community Beginner , Aug 13, 2020
AshutoshHad a successful chat with support, the issue was the Hot Door plugin.  I am following up with Hot door to see about resolution. 

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Adobe Employee ,
Aug 05, 2020

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Hi Brian,

 

Sorry to hear about your experience. I'd recommend using Creative Cloud Cleaner Tool to remove the existing installation of the Adobe Illustrator and install a fresh copy once done.

Let us know how it goes.

 

Regards,

Ashutosh

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Community Beginner ,
Aug 06, 2020

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I unistalled, restarted, ran the cleaner tool, installed new app with no effect.  Crashed midway through startup

Any other suggestions

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Adobe Employee ,
Aug 06, 2020

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Sorry to hear about this. login to root account (https://support.apple.com/en-in/HT204012). Check how application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html 

If this does not help, I'd request contacting Adobe assisted support. Click on the chat icon at the bottom to begin the conversation. Team there will be able to perform remote troubleshooting & help you out accordingly.

 

Hope it helps.

 

Regards,

Ashutosh

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Community Beginner ,
Aug 13, 2020

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Ashutosh

Had a successful chat with support, the issue was the Hot Door plugin.  I am following up with Hot door to see about resolution.

 

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