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Illustrator Won't Open Files - Freezes Up

Community Beginner ,
Apr 23, 2021 Apr 23, 2021

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Hello,

 

I've been having some issues with Ai the last couple of days. The program opens fine, but when I try to create a new document or open an existing file (local and via cloud), the program freezes up - rainbow wheel of death. I have to force quit out.

I've tried uninstalling, reinstalling, older versions, etc. - still no luck. 

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Community Beginner , Apr 24, 2021 Apr 24, 2021

I removed all plugins, after uninstalling the 2nd time - I also deleted all saved preferences. I did check my fonts, all good there. I generally use Adobe Fonts, so I'm not actually downloading or adding any fonts to Font Book.

 

The last time I used Ai was on 4/19 - seemed like it was something that happened quick. I tried older versions of Ai, checked updates that were ran on my iMac, but nothing.

I ended up contacting Adobe Support and they checked it out via remote support. After about 3-4 hour

...

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Community Expert ,
Apr 23, 2021 Apr 23, 2021

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Is a printer connected, set up as the default printer and turned on?

 

When Illustrator opens a file (creating a new one also opens one in the background), it looks for a printer. If it can't find one, it acts funky. Can you double check the printer? And then check again? Maybe update the printer driver, reset the default printer?

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Community Beginner ,
Apr 23, 2021 Apr 23, 2021

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Hey Monika, thank you for the suggestion. I'll take a look - thank you!

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Community Beginner ,
Apr 23, 2021 Apr 23, 2021

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Unfortunately, that didn't work. Still just getting the rainbow wheel of death when I try to open any Illustrator file. Printer drivers updated, set as default, is on and ready.

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Community Expert ,
Apr 24, 2021 Apr 24, 2021

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Hmmm. Now it's getting complicated.

Do you have any third party plugins installed?

Are all the fonts OK? You can check them using Fontbook.

Are you using a Font manager and is it compatible with Illustrator?

 

Since this started only recently: do you remember what you did on the computer before it got stuck? Installed anything?

 

Also: I assume you have rebooted the computer already?

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Community Beginner ,
Apr 24, 2021 Apr 24, 2021

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I removed all plugins, after uninstalling the 2nd time - I also deleted all saved preferences. I did check my fonts, all good there. I generally use Adobe Fonts, so I'm not actually downloading or adding any fonts to Font Book.

 

The last time I used Ai was on 4/19 - seemed like it was something that happened quick. I tried older versions of Ai, checked updates that were ran on my iMac, but nothing.

I ended up contacting Adobe Support and they checked it out via remote support. After about 3-4 hours of them troubleshooting, turns out my user on my iMac is corrupted. I created a new user and everything is working fine.

 

Again, thanks for responding and providing some suggestions - much appreciated!

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Community Expert ,
Apr 24, 2021 Apr 24, 2021

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So glad you could get it solved.

User account corruption is certainly one of the worst things that could happen.

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New Here ,
Jul 05, 2021 Jul 05, 2021

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It's NOT just happening to you, but many Adobe user have same problem including me. Soooooo up set.

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New Here ,
Apr 10, 2022 Apr 10, 2022

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Thank you for sharing! I had the same issue, ended up creating another user on my macbook. Problem solved.

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