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

Community Beginner ,
Jun 06, 2020

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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!

Adobe Community Professional
Correct answer by Monika Gause | Adobe Community Professional

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

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

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

Community Beginner ,
Jun 06, 2020

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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!

Adobe Community Professional
Correct answer by Monika Gause | Adobe Community Professional

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

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

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Bug

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543

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Jun 06, 2020 0
Most Valuable Participant ,
Jun 07, 2020

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What version exactly (not “latest” please)?

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Jun 07, 2020 1
Community Beginner ,
Jun 07, 2020

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MacBook Pro running Catalina 10.15.5

Illustrator 24.1.3, I believe.

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Jun 07, 2020 0
Adobe Community Professional ,
Jun 07, 2020

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

 

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Jun 07, 2020 1
Community Beginner ,
Jun 07, 2020

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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

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Jun 07, 2020 0
Community Beginner ,
Jun 07, 2020

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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.

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Jun 07, 2020 0
Adobe Community Professional ,
Jun 08, 2020

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

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

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Jun 08, 2020 1
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