Thanks for reaching out. I hope you found your answer. We'd appreciate if you can mark the appropriate response correct. If you used any other method, you can share it with us. It'll help other users with similar concern.
If you still have issues, please share version of OS & Illustrator. Also, let us know it is happening with a specific document or all.
**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.