Adobe illustrator crashes when opening existing files. After two complete re-installations (one of which was preceded by CC Cleaner), on a new machine running MacOS Catalina, the first Illustrator startup is correct. But Illustrator quits as soon as I try to open a file, even if that file has just been saved by this version.
Other CC softwares are not affected.8 votes
Apologies for the inconvenience caused.
The team is unable to reproduce this issue.
Please provide the below information and help us in isolating this issue further?
1) Is this issue still happening on your machine in the latest version 24.2.1 ?
2) If yes, kindly provide some video, test file (Via File > Package) & steps with which you are facing issue.
Please share the above in a Zip file at email@example.com.
Also, mention the title of this issue as the subject of the mail.
I'm working on macOS Mojave 10.14.6
2.9 GHz Intel Core i7
Mem 16 GB
Graphics Radeon Pro 460 4 GB Intel HD Graphics 530 1536 MB
Anytime I double click on an illustrator file from a finder window to launch illustrator (it is not open) the icon bounces and then crashes.6 votes
Apologies for the inconvenience caused to you due to this issue.
We are unable to reproduce this issue in house.
Can you help the Illustrator team to isolate this issue further so that we can nail this down?
If yes, then please let me know the following:
1)Kindly provide some video , Test file(Via File→Package) & some steps with which you are facing issue.
Kindly share the above with us at ShareWithAI@adobe.com in a Zip file. Please mention the title of this issue as the subject of the mail
After update to V24 I cannot open illustrator at all, i keep getting this message. I have tried reinstalling and nothing works10 votes
This issue is not reproducible any more. Please reach out to ShareWithAi@adobe.com if you face this issue again
I just updated as windows prompted last night to Windows 10 Home; Version 1709; OS Build 16299.98, and Illustrator, photoshop, and presumably all adobe programs now has only the top bar for close, maximize/minimize- The workspace and any windows opened (ie file new) are just the background gray fill or black. The mouse seems to react between pointing and selecting and possibly the program is working underneath, but I can't see it. I've quit and restarted computer multiple times. Considering it was fine before, it's most likely tied to this latest release.1 vote
Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.
Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator
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