Illustrator shows spinning circle - tried everything

[francis55]

I can use the mouse, I can open or create a document, but the cursor has a spinning wheel (even when I move the mouse outside Illustrator), and the menus don't work. I've been through checklists such as Illustrator hints, install/reinstall, remove user preference folder, in Illustrator as in other products.

I've tried moving all the fonts I could from the fonts folder. I've rebooted multiple times. I've tried reinstalling Illustrator.

After doing all this, I get error messages such as "The operation cannot complete because of an unknown error (SExi)", "The operation cannot complete because of an unknown error (CANT)"... but the problem persists.

I'm currently also using After Effects - I removed the user preferences using the Ctrll - Shift - Alt keys.

Version: It's the latest version of CC

Windows 8.1

[Mike_Gondek]

My recommendation is to repair permissions, enable hidden admin account and use the cleaner when to uninstall and then reinstall.

Use the Creative Cloud Cleaner Tool to solve installation problems

Run the Adobe cloud first make sure all is clear no errors, then start Illustrator.

[francis55]

Hi Mike, thanks for the input.

I don't quite know what you mean about "repair permissions, enable hidden admin account"

Anyway I downloaded the cleaner tool, ran it with options all - all, disabled all startup apps in the task manager, rebooted, reinstalled CC + Illustrator. The problem was not solved, the wheel still spins.

[Mike_Gondek]

Hi Francis,

Has been some time since I worked on windows, so there may be better ways, but alts the steps are reliable an not something that would put a trojan horse on you system.

https://www.ghacks.net/2012/06/11/windows-8-enable-the-hidden-administrator-account/

https://support.microsoft.com/en-us/help/313222/how-do-i-restore-security-settings-to-a-known-workin...

ohmnath​ or someone else on windows may be able to recommend

[Om Nath Jha]

Hi Francis,

Here's an article for improving performance of Illustrator on Windows: Improve Illustrator performance on Windows

Regards,

Om

[francis55 · Accepted solution]

Hi,

It seems to be working now.

I went into Photoshop (the bug was on Illustrator) and deleted all the libraries there - not solved. I then rebooted, and finally... Illustrator decided to let me work.

It seems I didn't go to the end of the article Adobe Creative Cloud desktop app doesn't open or shows a spinning progress wheel  because in there point 5 says go to C:\Users\<user folder>\AppData\Local\Adobe\OOBE and delete everything, which should delete the libraries, I imagine?

Is there anywhere I can submit a log file so developers can cure this bug and avoid this kind of behavior in the future? Combing the web for answers, executing long checklists, rebooting multiple times is time-consuming for the end-user (me), not to speak of the time experts (you) spend answering their anguished cries for help.

[Monika Gause]

francis55  schrieb

Is there anywhere I can submit a log file so developers can cure this bug and avoid this kind of behavior in the future? Combing the web for answers, executing long checklists, rebooting multiple times is time-consuming for the end-user (me), not to speak of the time experts (you) spend answering their anguished cries for help.

Log files can be posted to Pastebin and then linked to your bugreport in Adobe Illustrator Feedback

[francis55]

Hi Monika,

Thanks for answering

Where would I find those log files?

Francis

[Monika Gause]

francis55  schrieb

Where would I find those log files?

Depends on your system.

A couple of instructions can be found for any system via search engines.

[francis55]

Posted here:

log files for https://forums.adobe.com/message/9783760#9783760 – Adobe Illustrator Feedback