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Unable to launch Illustrator 2020 on macOS Catalina

New Here ,
Feb 06, 2020

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Why so many issues with AI 2020 on MAC OS 10.15.3? The app will not even open. WTF?

 

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Unable to launch Illustrator 2020 on macOS Catalina

New Here ,
Feb 06, 2020

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Why so many issues with AI 2020 on MAC OS 10.15.3? The app will not even open. WTF?

 

{Renamed by MOD}

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Feb 06, 2020 1
Explorer ,
Feb 06, 2020

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Mine launches fine in MacOS 10.15.3, maybe some fonts problem?

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Feb 06, 2020 0
Adobe Employee ,
Feb 12, 2020

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Hi Darryl,

 

So sorry to hear that you are facing problems with Illustrator. I am hopeful that the issue is resolved by now. If not, please try the steps shared here:

1. Reset Preferences: -

  • Close all Adobe applications.
  • Go to locations:
    ~/Library/Caches
    ~/Library/Application Support/Adobe
    ~/Library/Preferences
  • Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 24 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.

 

2. If that doesn't help, try booting the system into Safe Mode (https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator.

 

3. If that doesn't help either, login to Root account (https://support.apple.com/en-in/HT204012). Check how application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html

 

4. If nothing helps, then we need to troubleshoot this on a live session. Please head here (https://helpx.adobe.com/support.html) and select the chat button in the lower-right corner of the page. We can help on a live session that way.

Regards,
Srishti

 

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Feb 12, 2020 0
New Here ,
Feb 13, 2020

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I am having similar problems. Illustrator 24.0.3 is extremely slow and glitchy. I have been troubleshooting for hours, dutifully following instructions in your forums. None of them are working. The chat button srishtib8795206 mentions above does not exist, and the "contact us" button under the Support dropdown goes nowhere. 

 

I would appreciate a live support connection asap.

Thank you.

Kristi

Screen Shot 2020-02-13 at 5.41.46 PM.png

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Feb 13, 2020 0
Adobe Community Professional ,
Feb 13, 2020

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Have you quit all adobe apps and tried resetting the prefs as @srishtib8795206 suggested? 

If you still need help please let us know hat model mac adn ram you have.

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Feb 13, 2020 0
New Here ,
Feb 13, 2020

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Hi,

 

I meant to plug in on the thread below instead—I'm able to open Illustrator but it's extremely slow and glitchy.

https://community.adobe.com/t5/illustrator/illustrator-cc-2020-24-0-3-slow-performance-on-macos-moja...

 

I included a screen shot of my setup in last msg, but here you go:

MacBook Pro, lat 2013

2.3 GHz processor

16 GB memory

 

I have:

• Turned off all other Adobe apps and unnecessary fonts

• Reset preferences the quickie way twice, plus once manually

• Tried app in safe boot mode (every bit as glitchy)

• tinkered with preferences and other settings in illustrator

I've been testing all of this with a very simple file I had as well as with a brand new virgin file. It takes several seconds just to switch from tool to tool and key commands aren't working, not even undo.

Thanks.

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Feb 13, 2020 0
New Here ,
Feb 14, 2020

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Hello? On deadline here. 

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Feb 14, 2020 0
Adobe Employee ,
Feb 14, 2020

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Hi there,

 

Sorry to hear about the trouble and delay. If you have already tried the steps shared by Srishti, then we will need to troubleshoot this at your machine level, please head here https://helpx.adobe.com/support.html

Click on the message icon(on the right-hand side bottom corner) so that we can take a remote session and help you faster that way.

 

Regards

Rishabh

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Feb 14, 2020 0
New Here ,
Feb 14, 2020

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I'm on the page link you sent. Please tell me exactly where this messaging icon is. I swear I've clicked on every link that would appear to get me to support and each one sends me to a general support page. A screen shot would be much appreciated.

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Feb 14, 2020 0
Adobe Employee ,
Feb 14, 2020

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Please find below the screenshot for the contact us option. Please ensure that you are signed in with your Adobe ID.

 

Contact Us.PNG

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Feb 14, 2020 0
New Here ,
Feb 14, 2020

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I have been signed in to my account all along and my page does not show that icon.

Screen Shot 2020-02-14 at 12.13.43 PM.png

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Feb 14, 2020 0
Adobe Employee ,
Feb 14, 2020

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Hi there,

 

I have sent you a DM, please check.

 

Regards

Rishabh

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Feb 14, 2020 0
New Here ,
Aug 29, 2020

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I don't know about the community as a whole, but I deeply resent having to "get technical" to use my new mac book with Illustrator and other Adobe apps. I am not a novice, been using Adobe apps for years. But everytime I think I am just going to do what I do, that is be creative and use my computer as a tool, I am confronted with this community support to solve technical problems. Seriously, I think Adobe and Apple are both making enough money to get the problems solved without forcing their artists and designers to fix technical problems with incompatibility. I just purchased a new macbook and I have Adobe CC, but Illustrator will not open. And, while I appreciate all the input from the community about workarounds and creative fixes, I am tired of have to fix things so my workflow can go on. 

 

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Aug 29, 2020 0
Adobe Community Professional ,
Aug 29, 2020

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You can contact Customer Care and have them login to your system and try and figure it out. https://helpx.adobe.com/contact.html

Please consider: while there aren't a lot of Apple hardware configurations, there still is a lot of software that can lead to conflicts. A lot of software packages are rather intrusive - think of screensharing or even remote maintenance. And since this is built into browsers these days even browsers are able to mess with several applications. So it's not just an Apple/Adobe issue.

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Aug 29, 2020 0