Illustrator won't open/respond (Mac Catalina) HELP

[spencemar]

Hey, guys! Hoping to get a little help here.

For months I've been unable to use Illustrator and it wasn't that big of a deal because I could always use Photoshop, however, I do need Illustrator now, so I'd like to get the issue sorted.

I'm on a 2017 Macbook Pro running Catalina. When I launch Illustrator, the loading screen comes up and then stops responding and I have to force quit. One time I did get to the program, but I couldn't interact with anything because it was not responding and I had to force quit. I always send reports to Adobe after forcing closing it, but I have yet to receive anyfeedback, so any questions or cooments are appreciated!

Thank you!

[Test Screen Name]

What version exactly (not “latest” please)?

[spencemar]

MacBook Pro running Catalina 10.15.5

Illustrator 24.1.3, I believe.

[Jeff Witchel, ACI · Accepted solution]

Have you tried Resetting Preferences: https://helpx.adobe.com/illustrator/using/setting-preferences.html

[spencemar]

I can't get to preferences, even the top menu bar is unresponsive

EDIT: I didn't read the whole post, I will try to do it manually now and update you after that

EDIT2: option + shift+ command didn't seem to do anything and I can't locate the preference folder

[spencemar]

I have found the preference folder and cleared it out, and that still didn't work. A while ago I tried to uninstall and reinstall, but that didn't do anything either.

[Monika Gause · Accepted solution]

Please contact Customer Care. They can login to your system.

https://helpx.adobe.com/contact.html