Cannot Get Illustrator 24.2.1 to Run Upon Launch

[danv10]

I just purchased Illustator and Photoshop (both the latest editions) and have been having trouble running Illustrator. I've tested Photoshop and it runs fine, but for some reason Illustrator will not respond when I launch it. At first, a warning message popped up regarding my graphics card ("Illustrator has detected an issue with your graphics card"), but after restarting my laptop, I haven't seen this warning appear again. Now, when I try to launch Illustrator, it freezes on the welcome screen below and will not respond to anything that I do (except forced termination).

I'd really appreciate some help. Here are the things I have tried so far:

1. Uninstall and reinstall Illustrator 24.2.1.
2. Install the previous version of Illustrator (24.2).
3. Restart my computer.
4. Update my graphics card drivers.

Thanks for any assistance.

[lambiloon]

Hi, you need to install the latest version of the creative cloud desktop application and make sure there will be no older version of other adobe application.....regards

[Monika Gause · Accepted solution]

Today is Friday, so you can still contact Customer Care before the weekend.

They can login to your computer to check it out.

https://helpx.adobe.com/contact.html

You need to be logged into your Adobe ID and then at the bottom right there is the chat.