Illustrator is stuck on this black screen

New Here ,
Sep 11, 2020 Sep 11, 2020

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Screen Shot 2020-09-11 at 2.33.55 PM.png

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Bug, How to

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Adobe Employee , Sep 11, 2020 Sep 11, 2020
Hi there, Sorry to hear about this issue.  Please try following these steps one by one and let us know how it goes: Rename CEP folder from /Library/Application Support/Adobe  to CEP.old If that doesn't help, rename extensions folder from /Library/Application Support/Adobe/UXP to extensions.old If that doesn't help either, uninstall the application using Cleaner tool (https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) and reinstall from the Creative C...

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Adobe Employee ,
Sep 11, 2020 Sep 11, 2020

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Hi there,

 

Sorry to hear about this issue.  Please try following these steps one by one and let us know how it goes:

 

 

Let us know if this helps or if you have any further questions.

 

Regards,

Srishti

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New Here ,
Sep 11, 2020 Sep 11, 2020

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I did the first two suggestions and it works now! Thank you so much

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New Here ,
Mar 06, 2021 Mar 06, 2021

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Hello, I have the same problem, but I dont understand what you mean with CEP folder or where im supposed to find it? I checked /Library/Application Support/Adobe, but didnt find it... Do you know if there is any video or pic by pic tutorial for the two first suggestions?

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Adobe Community Professional ,
Sep 11, 2020 Sep 11, 2020

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Reset Your Prefs (quick)
Press and hold the 3 modifier keys as you start Illustrator. The new preferences files are created the next time you start Illustrator.
Alt+Control+Shift (Windows)
Option+Command+Shift (macOS)

Reset Your Prefs (Mac - more thorough)
Quit Illustrator.
Finder >> Go (hold down option to show hidden) >> library
Preferences>> Adobe Illustrator 24 Settings (rename to Illustrator 24 Settings folder.old)
Preferences >> Adobe >>Adobe Illustrator (rename to Adobe Illustrator.old)
Library- >> Caches >> com.adobe.illustrator (rename to com.adobe.illustrator.old)
Library >> Application Support >> Adobe >> Adobe Illustrator 24 (rename to Adobe Illustrator 24.old)

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