Toolbar disappearing in Illustrator 2019

New Here ,
Jul 03, 2020

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When I open a file in Adobe Illustrator 2019 (version 23.0.6) there is no toolbar, and if I try to select the "Advanced" or "Basic" toolbar option it says "Operation cannot complete because of an unknown error [CANT]". Resetting the workspace doesn't help.

I tried uninstalling adobe illustrator and reinstalling it but this only made matters worse, so I returned to my backup version of Illustrator.

How do I fix this?

 
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1 Correct Answer

Adobe Employee , Jul 03, 2020
Srishti Bali Adobe Employee , Jul 03, 2020
Hi there,    Sorry to hear about this trouble. That's not a typical experience with Illustrator. Let me help you with it. Could you please confirm which operating system you are working on? When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.   You may also try resetting Illustrator preferences manually. Preference settings are saved each time you quit the application. Crashing and unexpe...

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Adobe Employee ,
Jul 03, 2020

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Hi there, 

 

Sorry to hear about this trouble. That's not a typical experience with Illustrator. Let me help you with it. Could you please confirm which operating system you are working on? When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.

 

You may also try resetting Illustrator preferences manually. Preference settings are saved each time you quit the application. Crashing and unexpected behavior in application can be caused due to corrupt/ damaged preferences. Please follow these steps and let us know how it goes:

For MAC 

  • Close all Adobe applications. 
  • Go to locations 
  • ~/Library/Caches 
  • ~/Library/Application Support/Adobe 
  • ~/Library/Preferences 
  • Rename  Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 23 Settings folders to   Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 23 Settings.old 
  • Launch Illustrator from the Creative Cloud. 

  

For Windows 

  • Close all Adobe applications. 
  • Go to Location C:\Users\user\AppData\Roaming\Adobe 
  • Rename  Adobe Illustrator and Adobe Illustrator 23 Settings folders to Adobe Illustrator.old and Adobe Illustrator 23 Settings.old 
  • Launch Illustrator from the Creative Cloud. 

 

Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.  

 

 

Another possible issue could be Permissions errors on Illustrator preferences folders. Here (https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html) are the steps to resolve that.

 

Let us know if this information helps or you have any further questions. We'd be happy to assist.

 

 

Regards,

Srishti

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Adobe Employee ,
Jul 24, 2020

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We have been waiting for your response to this query. Please update the discussion if the issue is resolved or if you have any further query. We'd be happy to help.

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New Here ,
Jan 08, 2021

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Hello,

 

I'm trying to help a student troubleshoot this same problem remotely. She has tried the steps above but has had no luck. Anything else we can do? 

 

Thank you!

 

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