Getting error "1394969636, suite:AI user suite version: 12!" while launching Illustrator 2020 update

[Exotic_T_s]

I can not update my adobe illustrator past ver 23.1. All i get when trying to open illustrator after update is error 1394969636, suite:AI user suite, version: 12!  Im running windows 10 64 bit operating system

{Renamed by MOD}

[Ashutosh_Mishra]

Hi there,

Sorry to hear about your experience. This is really unusual. I would request if you can try the following steps and share your observation:  

1. Reset Preferences:  

-Close all Adobe applications.  

-Go to Location C:\Users\user\AppData\Roaming\Adobe  

-Rename Adobe Illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old and Adobe Illustrator 24 Settings.old  

-Launch Illustrator from the Creative Cloud.  

**Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.  

2. If that doesn't help, try booting the system into Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode) 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.

If it does not work out, please use Creative Cloud Cleaner Tool to remove existing installation and install a fresh copy. Let us know how it goes. Looking forward to your response.

Regards,

Ashutosh

[Ashutosh_Mishra]

Hi there,

Sorry to hear about your experience. This is really unusual. I would request if you can try the following steps and share your observation:  

1. Reset Preferences:  

-Close all Adobe applications.  

-Go to Location C:\Users\user\AppData\Roaming\Adobe  

-Rename Adobe Illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old and Adobe Illustrator 24 Settings.old  

-Launch Illustrator from the Creative Cloud.  

**Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.  

2. If that doesn't help, try booting the system into Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode) 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.

If it does not work out, please use Creative Cloud Cleaner Tool to remove existing installation and install a fresh copy. Let us know how it goes. Looking forward to your response.

Regards,

Ashutosh

[Srishti Bali]

We have been waiting for your response to this query. Please update the discussion if the issue is resolved or if you have any further query. We'd be happy to help.