229 results found

1. AI displays the START SCREEN on opening the file and the document view do not switches (refreshes) the file content.

   v 22.1

   When trying to open an existing file while Illustrator is closed, the software will lag and then hang on the opening screen. The file appears to be opened in the background, but there's no way to access or see it. The opening screen will give options to open additional files or create a new one (as usual) but when trying to do either, nothing will open and no New File Options menu will appear.

   Everything will work normally only if I open Illustrator first and then the file.

   This happens will every file I've tried, so this isn't an issue of corruption.

   v 22.1

   When trying to open an existing file while Illustrator is closed, the software will lag and then hang on the opening screen. The file appears to be opened in the background, but there's no way to access or see it. The opening screen will give options to open additional files or create a new one (as usual) but when trying to do either, nothing will open and no New File Options menu will appear.

   Everything will work normally only if I open Illustrator first and then the file.

   This happens will every file I've tried, so this isn't… more

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   199 votes

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   Resolved (Comments Open)  ·  AdminAnkit Goyal(Illustrator Team) (Admin, Adobe Illustrator) responded

   Thank you all for reporting this issue and providing us your valuable feedback.

   What we have found out so far is that this issue can happen in multiple workflows. For clear tracking, validation and closure. We will closing this thread for given below two scenarios which we believe are fixed now:

   1)Double click any Ai file to launch Illustrator
   2)Placing files in Illustrator via Bridge.

   For two other scenarios that we know of that can cause this, we have created a separate thread :https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/39220189-ai-displays-the-start-screen-on-opening-the-file-a .If you are encountering the below mentioned issues with latest Version (24.0.1 on Mac and Win), then please vote on newly provided User voice thread and provide Test File via File→Package, Video and steps via dropping email at sharewithai@adobe.com along with this thread link so that we can identify and fix the root cause.

   1. On opening a file in Illustrator the START SCREEN do not gets dismissed and the file’s content is not visible.
   2. While working on a file and opening a new one the document view sticks to the old file and do not switches to the new file artwork.

   Please remember to update graphic driver. We are also seeing cases where updating graphic card driver fixes the issue. You can update your driver via https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html .

   With Best Regards,
   Ankit Goyal
   Illustrator Team

   Thank you all for reporting this issue and providing us your valuable feedback.

   What we have found out so far is that this issue can happen in multiple workflows. For clear tracking, validation and closure. We will closing this thread for given below two scenarios which we believe are fixed now:

   1)Double click any Ai file to launch Illustrator
   2)Placing files in Illustrator via Bridge.

   For two other scenarios that we know of that can cause this, we have created a separate thread :https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/39220189-ai-displays-the-start-screen-on-opening-the-file-a .If you are encountering the below mentioned issues with latest Version (24.0.1 on Mac and Win), then please vote on newly provided User voice thread and provide Test File via File→Package, Video and steps via dropping email at sharewithai@adobe.com along with this thread link so that we can identify and fix the root cause.

   1. On opening a file in Illustrator the START SCREEN do… more

2. Illustrator desktop version 27.8 Error message [UKCO] after update on 8-3-2023

   I get the following error message upon starting up Illustrator desktop.
   "The operation cannot complete because of an unknown error. [UKCO]"
   The app opens and I can create a new doc but the message keeps popping up.
   For now I'm reverting back to a previous version.

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   Completed (Comments Open)  ·  AdminAkshaya Saxena (Admin, Adobe Illustrator) responded

   We have rolled out a version with the fix for this issue. Please update to 27.8.1 from your Creative Cloud App to have the issue fixed. Thanks for your patience.

3. Adobe Illustrator CC 23.0.1 2019 Not Responding when opening file & Slow on Start MACOS Mohave 10.14.1

   1. Adobe Illustrator CC 23.0.1 2019 / MACOS Mohave 10.14.1 2.1 Slow or Not Responding - Launch Adobe Illustrator - by clicking on icon in dock or in applications folder 2.2 If it launches - Click on Open from Dashboard and try to open a file - it becomes non-responsive or takes forever. 2.2.1 Tried opening ai files (any of them I have) directly- same issue 2.2.1 Tried to command copy and save to change location I have filed stored - it copies to new location, including adobe cloud, same issue 2.2.3 New files never show up in recent files on dash board or in file menu- only some very old ones. 2.2.4 Tried to change file name to see if that helps- does not 2.3 Tried to create a new file - takes a while, but on save of a file with a single line in it (save as ai) - again non-responsive, regardless of file location 2.4 tried to shut down computer, tried to uninstall and reinstall adobe cloud and illustrator, tried to run illustrator 2017. Nothing is working!
   2. Expected result - to be able to quickly launch application either from ai file or from applications/dock and then quickly and easily open, save, and and save as my work as I go.

   3. Taking 3 hours to just open a file and am still unsuccessful - opened the downsampled PDF and am going to try that. However, when I save - same issue if saved as ai file.

   4. Could not upload my illustrator file because .ai files are not allowed, uploaded screen shots of configurations and the PDF version of file.

   -- General Notes
   Interface is Not Responsive when launched
   I have 3 TB Hardrive iMAC with 32 GB RAM - I meet or exceed the requirements. Also this just started happening after last update 23.0.1.

   I am trying to open any ai file type folder. Although slow it seams to open PDF's.

   This happens again when I try to save as or newly save an untiled version.
   I tried to send an error report and that crashed as well.
   
   I have attached my computers configurations

   1. Adobe Illustrator CC 23.0.1 2019 / MACOS Mohave 10.14.1 2.1 Slow or Not Responding - Launch Adobe Illustrator - by clicking on icon in dock or in applications folder 2.2 If it launches - Click on Open from Dashboard and try to open a file - it becomes non-responsive or takes forever. 2.2.1 Tried opening ai files (any of them I have) directly- same issue 2.2.1 Tried to command copy and save to change location I have filed stored - it copies to new location, including adobe cloud, same issue 2.2.3 New files never show up in recent files on… more

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   Request to Contact Support  ·  AdminAnkit Goyal(Illustrator Team) (Admin, Adobe Illustrator) responded

   I am closing the ticket due to lack of response.
   Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.
   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.

   Warm Regards,
   Ankit Goyal
   Illustrator Team

4. MAC: System has run out of memory and force quits - Activity Monitor shows > 100GB

   After launching Illustrator it will force quit with an error message "your system has run out of application memory." I have 8GB of memory and no other applications are open or running when I launch Illustrator. I am noticing in the activity monitor that illustrator is using a large amount of memory, extremely higher that usual. This started happening a few days ago and I have no changes to my OS or updates to Illustrator CC

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   Completed (Comments Open)  ·  AdminAvinash Singh Kotwal (Principal Product Manager, Adobe Illustrator) responded

   I am happy to share that we have fixed this bug in our latest release – 23.0.6 which is available worldwide now.

   Going forward, our goal is to fix as many top User-Voice bugs as possible and as frequently as possible. Given the nature of the fixes, some of the bugs will take a longer time to fix, but we are on it.

   You can update to the latest release using Creative Cloud desktop App: https://helpx.adobe.com/in/creative-cloud/help/creative-cloud-updates.html

   Thank you for all the feedback. Keep it coming!

5. System compatibility report

   Windows 10
   Adobe Illustrator 25.2

   While launching Adobe Illustrator, a window appears warning of an unsupported video driver although the exported report (txt-file) does not show any problem. All drivers are up-to-date.

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   Completed (Comments Open)  ·  AdminAnkit Goyal(Illustrator Team) (Admin, Adobe Illustrator) responded

   I am happy to share that we have fixed this bug in our latest release – 25.2.3 which is available worldwide now.

   Going forward, our goal is to fix as many top User-Voice bugs as possible and as frequently as possible. Given the nature of the fixes, some of the bugs will take a longer time to fix, but we are on it.

   You can update to the latest release using Creative Cloud desktop App: https://helpx.adobe.com/in/creative-cloud/help/creative-cloud-updates.html

   Thank you for all the feedback. Keep it coming!

6. illustrator 2021 stuck on initializing on mac

   illustrator 2021 stuck on initializing until I restart the whole system on mac. I have the latest version

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   Completed (Comments Open)  ·  Adminrohitja (Admin, Adobe Illustrator) responded

   This bug has been fixed in 25.1 version.
   Please use the updated build.

   Regards,
   Illustrator Team

7. Unstable CC 2019 in Mojave

   Illustrator CC 2019 on OSX Mojave is completely unstable.
   Ive been working on a few files today, Illustrator crashes within 3mins of working on a file and there is no recovery file, so basically I lose what I am working on. Im now saving every 30 sec anticipating a crash. At first I htought it was a font conflict, so I outlined all of hte fonts. Nope, still crashes. Next I will uninstall Illust CC19 and re-install.

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   Request to Contact Support  ·  Ashutosh Chaturvedi responded

   Mojave is a supported operating system since Illustrator version 23.×.
   We request your help. 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.

8. Illustrator 2019 Crashes on startup

   I've upgraded to the latest Illustrator (2019), but it crashes on startup. I have tried uninstalling it and re-installing it, but it still crashes. I've re-installed it with fresh preferences, e.g. not importing settings from the previous version and it still will not startup. The same thing is also happening to InCopy.??

   Luckily I did not remove the previous version.

   Any idea why this is happening and how to fix it??

   I'm running a MacPro (Late 2013), 3.5 GHz 6-Core Intel Xeon E5, 32GB RAM, AMD FirePro D500 3072 MB, with macOS High Sierra (10.13.6)

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   Request to Contact Support  ·  Ashutosh Chaturvedi responded

   Please accept my sincere apology for the inconvenience. 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.

   Warm Regards,
   Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator

9. LAUNCH ERROR ISSUE - Google Drive File Stream

   Drive File Stream interfere with Adobe Illustrator CC 2018 on Windows 7 SP1 x64 bit.

   After installing Google Drive File Stream I get lunch error during Adobe Illustrator CC 2018 (icui18n.dll) and program runs with limited functionality.

   When uninstalling the google drive file stream everything works just fine.

   I shared the same issue with the drive file stream, so i just hope that it will not end up pointing fault one on another. Both applications are important to workflow.

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   12 votes

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   Resolved (Comments Open)  ·  Ashutosh Chaturvedi responded

   Here is some good news. We users who have confirmed that the issue is resolved when you install the latest version of Google File Stream.
   Please update to Google Drive File Stream 26.1.37.2022 or later

   Thank you Martin for validating the fix.

10. Illustrator 23.0.1 crashing almost immediately after launch

    I am running Mojave 10.14.2 (system screenshot attached). Every time I start Illustrator, it runs for 5-10 seconds and then crashes. There are no error messages; it just dies. The same thing happens with InDesign. Photoshop appears to run without issue.

    I have tried looking for updates in the CC app, but it says that the programs are all up to date.

    I have tried uninstalling and re-installing the software, but the issue remains.

    I have seen responses for similar issues where Adobe techs say that the issue has been fixed on version 23.0.1, but that is not the case; I am running this version and the issue persists.

    I am running Mojave 10.14.2 (system screenshot attached). Every time I start Illustrator, it runs for 5-10 seconds and then crashes. There are no error messages; it just dies. The same thing happens with InDesign. Photoshop appears to run without issue.

    I have tried looking for updates in the CC app, but it says that the programs are all up to date.

    I have tried uninstalling and re-installing the software, but the issue remains.

    I have seen responses for similar issues where Adobe techs say that the issue has been fixed on version 23.0.1, but that is not the case;… more

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    Completed (Comments Open)  ·  Ashutosh Chaturvedi responded

    Please try again, there was a server level issue that was leading to a crash on January 9th 2019

    NOTE: This issue is only for the scenario where Illustrator 23.0.1 / 23.0.0 started crashing on January 9th 2019

11. home screen keeps loading

    When starting Illustrator after the splash screen the Home screen keeps loading. It never loads, even after hours. Your man from the support center couldnt fix it either. You may disable the home screen in the prefs but thats a workaround I dont prefer. I found deleting your temp in users/username/appdata/local/temp works but thats plain ******** if you ask me. Solution? Please?

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    Request to Contact Support  ·  Anish Kumar responded

    Please accept my sincere apology for the inconvenience. 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.

12. AI 2020 (v24) fails to open - error loading plugins

    Illustrator 2020 (v24) crashes on launch. I am running it on an iMac running under OS 10.14.6.

    I attempted to open Illustrator by clicking the Open button within the Creative Cloud launch window and by double-clicking the AI app within the application folder. Both launches resulted in the following error being reported, then the application failed to open:

    Error loading plugins.
    SmartExport.aip
    SmartExportUI.aip

    Attached is a copy of the error report that I sent to Apple.

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    8 votes

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13. Illustrator CC2019 isn't allowing me to create new documents. At all.

    Illustrator CC2019 isn't allowing me to create new documents. At all.

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    Request to Contact Support  ·  Anish Kumar responded

    I am closing the ticket due to lack of response.
    Please get in touch with us at sharewithai@adobe.com or any of the other support channels – https://helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.
    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.

14. AI 24 freezes on startup (Mac OS Catalina)

    Illustrator 24 (2020) will not launch on my MacBook Pro Retina.

    1. I'm running Catalina 10.15.1 and Illustrator 2020.
    2. The applications is installed and launched
    3. I expect the app to open
    4. It freezes upon startup

    I had the same issue with InDesign 2020 freezing up (causing me to have to Force Quit the stalled app), but Photoshop 2020 did not have any issues.

    I was able to get InDesign 2020 to launch by restarting in Safe Mode, then disabling the "Show Home screen when no documents are open" Preference, then restarting normally.

    The bug seem related to not being able to initialize the Home Screen properly.

    I have already gone through steps of trashing preferences, etc. according to Technical Support.

    Illustrator 24 (2020) will not launch on my MacBook Pro Retina.

    1. I'm running Catalina 10.15.1 and Illustrator 2020.
    2. The applications is installed and launched
    3. I expect the app to open
    4. It freezes upon startup

    I had the same issue with InDesign 2020 freezing up (causing me to have to Force Quit the stalled app), but Photoshop 2020 did not have any issues.

    I was able to get InDesign 2020 to launch by restarting in Safe Mode, then disabling the "Show Home screen when no documents are open" Preference, then restarting normally.

    The bug seem related to not being able to… more

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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    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.

15. Hang/Freeze when trying to open an Illustrator file with a placed PDF/Image

    1. MacOS High Sierra 10.13.6 and Illustrator 23.x.x
    2. Opening an Illustrator file. (It doesn't matter if Illustrator is already open or not.)
    3. The expected result is that the file will open as normal.
    4. Actual result is Illustrator hangs/freezes for upwards of 15-20 minutes before it will open the file.

    As i mentioned in the title, this only happens when I am trying to open an Illustrator file that has a placed PDF inside. Specifically they are Nutritional Facts panels or Supplement Facts panels that were built in InDesign and exported as PDFs. Then the PDFs are placed on product labels in the Illustrator file.

    1. MacOS High Sierra 10.13.6 and Illustrator 23.x.x
    2. Opening an Illustrator file. (It doesn't matter if Illustrator is already open or not.)
    3. The expected result is that the file will open as normal.
    4. Actual result is Illustrator hangs/freezes for upwards of 15-20 minutes before it will open the file.

    As i mentioned in the title, this only happens when I am trying to open an Illustrator file that has a placed PDF inside. Specifically they are Nutritional Facts panels or Supplement Facts panels that were built in InDesign and exported as PDFs. Then the PDFs are placed on product labels in… more

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16. Opening Illustrator files brings up the Text import options box and then a blank file after updating to the current version?

    I cannot open any existing Illustrator files without the Text import options box (As shown in the screen shot) opening. If I click cancel the box goes but the file doesn't open. If I click ok it opens a blank file but with the correct file name.

    I have uninstalled and reinstalled three times and the same happens every time? Please help!

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17. New document causes crash

    When starting a new document, the first thing that Illustrator does is crash. Doesn't matter what the size of the document is.

    7 votes

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    Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

    We are closing the ticket as we are not able to reproduce this issue at our side. If your problem is not solved, please get in touch with us at sharewithai@adobe.com or any of the other support channels – helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.

    With Best Regards,
    Raghuveer Singh
    Illustrator Team

18. Startup performance

    Illustrator has always been sluggish on startup, but 27 seconds on a recent SSD MBP is totally unacceptable IMO.

    Thoughts anyone?

    By comparison PS is ready to go in 7sec.

    Standard install CC 2018 / Il 22 on MacOS 10.13.1

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    6 comments  ·  Launch  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    Our typical launch numbers on a SSD MBP is around 6-7 seconds hence we would like to understand more about the issue and problem.
    Please get in touch with us at sharewithai@adobe.com or 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.

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator

19. Illustrator 2021 Won't Load - I have already contacted Customer Care. They were not able to help.

    Please help. There are a number of users experiencing this major bug. Please read: https://community.adobe.com/t5/illustrator/help-illustrator-2021-won-t-load/td-p/11530119?page=6

    I think Adobe needs to realize that it has been isolated to Illustrator v25.0 only. Like everyone else, the latest releases of Photoshop v22.0.1, InDesign v16.0, and Bridge v11.0 all work just fine. Moving down to Illustrator v24.3 seemed to help get everyone back to work. However, since this is a newer version, there is a question on the projects that we have been working on with v25.0 will open up without any hiccups with v24.3. I am testing that right now as I have an iMac running Big Sur with Illustrator v24.3 and have a Macbook Pro running Catalina with Illustrator v25.0. So far I don't have any problems running v25.0 on the Macbook Pro under Catalina. In addition, I am running Extensis Suitcase Fusion v21.2.1 on both machines under both operating systems. I have been in contact with them as they are hoping to release a version that is supported on Big Sur. But when Illustrator v25.0 on Big Sur just bombed on its own, just like everyone else here (about the same time) I was able to somehow get it to load up into Safe Mode (don't ask me how I did it because like everyone else, I have seen Illustrator just sit there on the load screen regardless of it trying to initialize or do one of its many Diagnostic tests). But I was only able to get it to open in Safe Mode a couple of times. When it did, Illustrator identified that it had a problem with the Suitcase Fusion plug-in. I have since disabled the plug-in just for Illustrator through Suitcase Fusion and still, Illustrator will not load, even to a diagnostic state. But Adobe needs to understand that the simultaneous moment that multiple users experienced an abrupt shutdown of Illustrator and it not loading with the acceptable wait time, that there is something much more than "old residual files" present. There shouldn't be any reason that an Adobe employee needs to be inside monkeying around user's machines. Just like when the Create Suite was the latest product line before CC, it needs to provide a Tool Cleaner program to rid of all these "old" files for us now. Or during the large push of CC 2021, the installer should remove all instances of CC 2019 and CC 2020. (I just looked in my Applications Folder and found those folders for those previous releases. I removed them.) Please find a fix ASAP for us that have moved to Big Sur and want to run the latest version of Illustrator beyond v25.0.

    I just tested the process of editing an AI file in Illustrator v25.0 and then opening it up in Illustrator v24.3. There doesn't seem to be any issues with the file opening with a legacy program. I edited the file on my Macbook Pro running Catalina and Illustrator v25.0 and then opened the file on my iMac running Big Sur and Illustrator v24.3. In addition, I have re-installed the Suitcase Fusion plug-in for Illustrator v24.3 and have no issues so far even though the iMac is on Big Sur.

    Please help. There are a number of users experiencing this major bug. Please read: https://community.adobe.com/t5/illustrator/help-illustrator-2021-won-t-load/td-p/11530119?page=6

    I think Adobe needs to realize that it has been isolated to Illustrator v25.0 only. Like everyone else, the latest releases of Photoshop v22.0.1, InDesign v16.0, and Bridge v11.0 all work just fine. Moving down to Illustrator v24.3 seemed to help get everyone back to work. However, since this is a newer version, there is a question on the projects that we have been working on with v25.0 will open up without any hiccups with v24.3. I am testing that right now as I have… more

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    Resolved (Comments Open)  ·  6 comments  ·  Launch  ·  Delete…  ·  Admin →
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20. v23.0 files won't open with v23.01 update, Unknown error occurring

    Can't open v23.0 ai files since the update to v23.01. The program doesn't even attempt to open, an error pops up saying "an unknown error has occurred"
    Help please,
    this is making work very difficult

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    0 comments  ·  Launch  ·  Delete…  ·  Admin →
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