Unable to open files or create a new document in Illustrator

New Here ,
Dec 20, 2020

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Hello, I have been having trouble trying to open any .ai document on my mac laptop. My computer was working fine then all of a suddon it got really slow out of no where so then I restarted it. It seemed to be slower after that and now it doesn’t open any .ai document or create an new document, the waiting rainbow icon keeps going, and my computer starts to over heat with the fan blowing at full speed. I have downloaded new and older versions of illustrator, they all come up with the same issue. I can open other adobe aplications like photoshop and those are working fine.  My laptop is still new I got it a couple of months ago (macbook pro 16inch). I am not sure what the issue is, can anyone with similar issue help resolve this issue? 

 

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1 Correct Answer

Adobe Employee , Dec 20, 2020
Srishti Bali Adobe Employee , Dec 20, 2020
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:   Rename CEP folder from /Library/Application Support/Adobe  to CEP.old If that doesn't help, rename extensions folder from /Library/Application Support/Adobe/UXP to extensions.old If that doesn't help either, uninstall the application using Cleaner tool (https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html...

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Adobe Employee ,
Dec 20, 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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