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Unable to create new file in Illustrator 2020 on macOS Mojave

New Here ,
Dec 10, 2019

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Hello!

 

I've just updated to Illustrator 2020 (running on macOS Mojave) and for some reason I am unable to create a new file. I can open and save files with no problem but am unable to create new files; ie nothing happens either from 'Create new..' or using the menu bar. I'm probably missing something very obvious but has anyone else encountered this problem?

 

Thanks!

 

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Unable to create new file in Illustrator 2020 on macOS Mojave

New Here ,
Dec 10, 2019

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Hello!

 

I've just updated to Illustrator 2020 (running on macOS Mojave) and for some reason I am unable to create a new file. I can open and save files with no problem but am unable to create new files; ie nothing happens either from 'Create new..' or using the menu bar. I'm probably missing something very obvious but has anyone else encountered this problem?

 

Thanks!

 

{Renamed By MOD}

 

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Adobe Employee ,
Dec 10, 2019

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Hi there, 

 

Sorry to hear about the trouble you are facing with Illustrator. I would request if you share a few more details like:

 

  1. Do you have a default printer set? If not, please Print as PDF as your default printer.
  2. You can also try resetting the preferences for Illustrator by following the steps below:
  • Close Illustrator.
  • Click on the Finder icon on the dock, choose Go on the top> Go To Folder.
  • In the Go To Folder dialog box, type "~/Library". Click Go.
  • Open the Preferences Folder > rename the Illustrator  24 Settings folder to Illustrator  24 Settings folder.old
  • Under Preferences, Open Adobe folder and rename Adobe Illustrator folder to Adobe Illustrator.old
  • Go back to library->open caches->rename  com.adobe.illustrator to com.adobe.illustrator.old
  • Go back to library->open application support-> open adobe->rename the Illustrator  24 folder to Illustrator  24 folder.old

Disclaimer: 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.  

 

Let us know if this helps or if you need any further assistance.

 

Regards

Rishabh

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New Here ,
Aug 21, 2020

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I've tried this but I'm still unable to create new files with the new Illustator.

what can I do?

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Adobe Employee ,
Dec 15, 2019

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Hi there,

 

I would like to know if the steps suggested by Rishabh helped resolve the issue. If not, please share few screenshots of what happens when click Create New button on screen?

Also, please do share 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. 

 

Regards,

Srishti

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New Here ,
Aug 21, 2020

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This started happening after one of the last updates I did (I think it was 3 updates ago).

and there we no changes at all on my computer (no new antyvirus or system updates)

 

I've tried all the steps suggested with no results.

 

I've also tried do delete Illustrator and installed again, but the problem remains the same.

 

Regarding what happens when I click "New file", nothing happens..

no menu openning, nothing... it's like I haven't clicked the "new menu"item.

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Adobe Community Professional ,
Aug 21, 2020

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

diver up to date? Printer deinstalled when they are no longer there?

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New Here ,
Aug 21, 2020

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no..no printer...

in fact everything was working fine till 3 updates ago..

here a video of what happens

video.gif

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Adobe Community Professional ,
Aug 21, 2020

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You may have some corruption in your printer cache.

 

Apple >>> System Preferences >> Printers & Scanners

Hit minus sign to delete printer

MikeGondek_0-1598028123565.png

Then add it back

Start Ilustrator and see if you can make a new document.

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Adobe Community Professional ,
Aug 21, 2020

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Install a printer.

Illustrator needs one.

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New Here ,
Aug 21, 2020

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Hi Mike.

thanks for the suggestion.

I did it, deletedthe printer, then added it back... then reopen Illustrator...

but the issue remains the same..

 

any other suggestion?

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Adobe Community Professional ,
Aug 21, 2020

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Have you already tried setting up a new user account (Admin) on the computer, launch into it and then run Illustrator?

This is of course not a permanent solution, but if it works, then there's something wrong with your old user account.

Also: does it work when you disconnect from the internet?

WHat about thir party plugins? do you have any?

Fonts: do you use a font manager and are all your fonts OK?

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Adobe Employee ,
Aug 24, 2020

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Hi there,

 

Sorry to hear about this issue. I understand how frustrating it could be. Let us help you fix this. Please try following these steps one by one and let us know how it goes:

 

 

Let us know if this helps or if you have any further questions.

 

Regards,

Srishti

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New Here ,
Aug 24, 2020

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hi dear i hope you're alright

i've had this problem like a about a month and i recently found out the solution

you just need to go to edit/preferences/general and check the box of (legacy"create new" format) or something like that I'm not sure if it is 100% what i wrote

and that's it . it will work like a charm

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New Here ,
Aug 28, 2020

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you saved my day

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New Here ,
Sep 06, 2020

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It helps me a lot!!! Lol !!!

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New Here ,
Sep 13, 2020

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My hero!!!!

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