InDesign 2020 (and Illustrator) crashing on launch on Catalina Mac OS

Participant ,
Nov 04, 2019

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Is anyone else getting crashing issues simply trying to load InDesign (and Illustrator) 2020?

 

I've just installed the new apps, and neither InDesign or Illustrator will launch. Both cause an "Application not responding" hang on my MacBook Pro running Catalina. I have tried:

 

• Uninstalling 2020 and reinstalling it

• Removing Preferences and reinstalling

• Restarting the Mac (and doing a cold boot after shutting it down)

• Removed any third-party plug-ins (like the Logitech Options Craft Profiles for each application)

 

I've had to reinstall the 2019 editions and use those until this problem gets sorted out.

 

Photoshop 2020 appears to launch and open okay.

 

-R

 

 

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InDesign 2020 (and Illustrator) crashing on launch on Catalina Mac OS

Participant ,
Nov 04, 2019

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Is anyone else getting crashing issues simply trying to load InDesign (and Illustrator) 2020?

 

I've just installed the new apps, and neither InDesign or Illustrator will launch. Both cause an "Application not responding" hang on my MacBook Pro running Catalina. I have tried:

 

• Uninstalling 2020 and reinstalling it

• Removing Preferences and reinstalling

• Restarting the Mac (and doing a cold boot after shutting it down)

• Removed any third-party plug-ins (like the Logitech Options Craft Profiles for each application)

 

I've had to reinstall the 2019 editions and use those until this problem gets sorted out.

 

Photoshop 2020 appears to launch and open okay.

 

-R

 

 

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Nov 04, 2019 1
Adobe Employee ,
Nov 04, 2019

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Hi there, 

 

Sorry to hear about the trouble you are facing with InDesign and Illustrator. We will need to troubleshoot and indentify the cause of the issue. Since you have already rolled back to the 2019 editions, I will recommend, whenever you wish to try the 2020 version please install both the software without importing previous settings and preferences and see if that works.

 

In case if it still doesn't work please try resetting the preferences manually by following below mentioned steps:

 

For InDesign: 

 

  • Close all adobe applications 
  • Go to Locations:  
  • ~/Library/Caches 
  • ~/Library/Preferences 
  • Rename Adobe InDesign and com.adobe.indesign to Adobe InDesign.old and com.adobe.indesign.old 
  • Launch InDesign from the CC 

 

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

 

For Illustrator:

 

  • 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

 

Let us know if this works or if you need any further help.

 

Regards

Rishabh

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Nov 04, 2019 0
Participant ,
Nov 04, 2019

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Is anyone else getting crashing issues simply trying to load Illustrator (and InDesign) 2020?

 

I've just installed the new apps, and neither Illustrator or InDesign will launch. Both cause an "Application not responding" hang on my MacBook Pro running Catalina. I have tried:

 

• Uninstalling 2020 and reinstalling it

• Removing Preferences and reinstalling

• Restarting the Mac (and doing a cold boot after shutting it down)

• Removed any third-party plug-ins (like the Logitech Options Craft Profiles for each application)

 

I've had to reinstall the 2019 editions and use those until this problem gets sorted out.

 

Photoshop 2020 appears to launch and open okay.

 

-R

 

 

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Nov 04, 2019 1
Community Beginner ,
Nov 19, 2019

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YES! I have not been able to get past the launch screen since I installed AI 2020. Adobe should give us credit for each day we're not allowed to use it since we're paying for it.

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Nov 19, 2019 1
Participant ,
Nov 05, 2019

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I followed the provided directions to manually reset preferences for both InDesign and Illustrator, and both apps still freeze up trying to launch.

 

Here's a ZIP file containing Apple "Problem Reports" for both apps:

 

https://www.dropbox.com/transfer/cap_pid_ft%3AAAAAAIwP36slDfqHK2pITHh-a7gp_rzptGuTP4VPP8amPhp8j3YvQs...

 

 

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Nov 05, 2019 2
Adobe Employee ,
Nov 05, 2019

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Thanks for trying that. I would request if you can try following these steps as well and share your observations:

 

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Nov 05, 2019 0
New Here ,
Nov 05, 2019

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Hi all,

 

The same is happening for me on MacOS High Sierra 10.13.6 (17G65). When I launch InDesign 2020 it displays the loading screen, then immediately crashes after loading the main window (I see it for a brief moment). 

 

I've tried:

  • Restarting my mac
  • Uninstalling previous InDesign versions
  • Reinstalling InDesign 2020
  • Deleting the InDesign files in ~/Library/Caches and ~/Library/Preferences
  • Deleting InDesign preferences on startup by opening while holding CMD+OPT+CNTL+SHIFT.
  • Signing out and in of Adobe CC

 

Any help and/or fixes would be appreciated.

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Nov 05, 2019 1
Participant ,
Nov 05, 2019

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Update to this post: Illustrator has begun freezing on startup again after it was initially working after disabling the Home screen. InDesign 2020 continues to work okay after disabling the Home screen, but Illustrator now freezes up when launching and initializing plug-ins. It freezes specifically on initializing the "SmartEditUI.aip" plug-in according to the loading splash screen.

 

--------

 

Original post:

 

I was able to get both InDesign and Illustrator to launch after some further experimentation.

 

The bug appears related to initializing the "Home" screens in both apps. Like some others have experienced, the apps would appear to load almost all the way, but then hang/freeze before they became usable, causing the user to have to Force Quit the frozen app.

 

I was able to get the apps to launch by booting into Safe Mode, where the apps would launch successfully, then disable the Preference to show the Home screen, quitting the apps, then restarting in Normal mode. Then the apps would launch since they weren't getting hung up trying to load the Home screen.

 

If you're running into a similar issue, try this:

 

1. Boot your Mac into Safe Mode (hold Shift while your Mac is booting).

2. Try launching the app that's freezing when starting up.

3. If it successfully opens in Safe Mode, go to Preferences, and find/disable the preference "Show Home screen when no documents are open".

4. Quit the app and restart normally. The app may load successfully now. This worked for both Illustrator and InDesign for me.

 

So there must be some bug with the apps trying to load web-based content into these "new-fangled" Home screens. I've never liked using the Home screens anyway and usually disable them, but couldn't do that without first booting into Safe Mode.,

 

-R

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Nov 05, 2019 2
Adobe Employee ,
Nov 05, 2019

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Glad to hear it has been resolved! Thanks for sharing the troubleshooting steps it will help others as well. Feel free to reach out if you run into any other questions or issues in the future.

 

Regards

Rishabh

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Nov 05, 2019 0
Participant ,
Nov 07, 2019

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I may have spoken too soon about Illustrator: it's gone back to freezing on startup. I had it running for a couple of hours, and the app began freezing just running in the background without being used. It required another Force Quit, and now it's back to not launching at all, freezing when the loading splash screen says "Initializing plug-ins... SmartEditUI.aip".

 

I tried re-doing my initial solve of booting into Safe Mode and disabling Home-screen-related Preferences, but it's not working this time.

 

InDesign 2020 is still running okay after disabling the Home screen, but I've had to go back to Illustrator 2019, and I suppose will need to wait to see if a patch will fix the issue. Very disappointing from Adobe.

 

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Nov 07, 2019 2
Explorer ,
Feb 18, 2020

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I've tried everything on this post, but nothing works. In safe mode, I can launch Illustrator 24.03, but if I do anything, it instantly quits with an error. This includes going to the preferences. I tried installing Illustrator 24.01 with the same results. I installed Illustrator 23.11, and that works perfectly.

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Feb 18, 2020 1
Explorer ,
Nov 19, 2019

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FWIW, I'm having the same issue. Illustrator 2020 was working for me last week, although unreliably. It crashed several times, but it would open. Now it will not open at all. Once it starts to move past the intro graphic, it immediately crashes. Every. Single. Time. I'm losing time and money here Adobe. 

 

MacOS 10.14.6

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Nov 19, 2019 0
Adobe Employee ,
Nov 21, 2019

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Hi there,

 

Sorry to hear about this, could you please confirm if you have already tried the steps shared above? If yes, you can try one more step:

 

 

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 faster that way.

 

Regards

Rishabh

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Nov 21, 2019 0
Explorer ,
Nov 21, 2019

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Rishabh-

 

Illustrator did launch from the Root Account. However, changing permissions back in my user account did not help. Illustrator is still crashing the instant the full window appears. 

 

HOWEVER, when starting it under the Root account, it did throw an error dialog box about an Extensis font plugin I use. I went back to my user Applications folder and to the Illustrator plug-in folder and found an Extensis plugin for CC 2019 in there. I removed that old plugin... Illustrator now loads again. 

 

I have no idea why CC 2020 was working then stopped working, when the Extensis plugin was there the entire time.

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Nov 21, 2019 0
Adobe Employee ,
Nov 21, 2019

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Glad to hear it has been resolved! Feel free to reach out if you run into any other questions or issues in the future. Thanks!   

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Nov 21, 2019 0
Explorer ,
Jan 24, 2020

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Same issue... Can't launch ai 2020

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Jan 24, 2020 0
Adobe Employee ,
Jan 27, 2020

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Hi Hanaan,

 

Sorry to hear about the trouble. Could you please confirm the Operating System you are using? Have you tried the steps suggested above?

 

Regards

Rishabh

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Jan 27, 2020 0