.Ai files are not opening in Illustrator v25.3.1 on Windows 10

New Here ,
Jul 15, 2021 Jul 15, 2021

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When opening .ai files either locally or on a network share, sometimes the illustrator application doesn't launch.  The issue is very intermittent.  When not working, the illustrator process opens straight to 'background processes' when looking at task manager.  When the file actually opens, the illustrator process opens under 'apps' in task manager process view.  I've seen other threads with this exact problem reported for photoshop.  I've tried reinstalling illustrator, resetting preferences, running as administrator, and installing the latest video card driver (nvidia rtx3070).  User is a local administrator and has full permissions to the ai files themselves.  The PC itself is brand new.  This looks like its been a problem for Adobe for a long time.  What's happening here?  Windows 10 x64.

 

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Adobe Employee ,
Jul 15, 2021 Jul 15, 2021

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Hi there,

 

Sorry about the trouble. I understand your frustration. Could you please share a few more details:

    • Do the files contain complex designs & vectors, or are their size is huge?
    • Is the issue related to some specific documents or all the documents? If yes, could you please share a sample document with us? You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link.
    • Did you use the Creative Cloud Cleaner Tool to remove/uninstall the existing installation of Illustrator?

 

You may try creating a new user account on your machine & also try to run the app in safe mode and see how the app behaves there.

 

Let us know how it goes.

 

Thanks & Regards, Anshul Saini

 

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New Here ,
Jul 16, 2021 Jul 16, 2021

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The files themselves are small and simple.  There are no specific files that are broken, sometimes files will open, sometimes they don't.  We've uninstalled 25.3.1 and went back to 25.2.3.  Will test from there and update later on.

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Adobe Employee ,
Jul 20, 2021 Jul 20, 2021

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Hi there,

 

How are things going for you and your team on v25.2.3? Is the issue resolved, or are you still facing it?

 

We are looking forward to your response.

 

Thanks & Regards,

Anshul Saini

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New Here ,
Jul 21, 2021 Jul 21, 2021

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Performance has improved and the illustrator process doesn't get stuck in background processes, but still sometimes a file will not open and the user has to end the task in task manager and try opening again.  So going back to 25.2.3 has helped, but not resolved the issue completely.

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