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Clicking on File > File Info... does nothing and sometimes locks up

When opening a file or creating a new file, nothing happens when I click on File > File Info...

The menu bar disappears and all menu options are grayed out. I can sometimes hit escape and it clears the condition, but I'm unable to open the File Info dialog. Other times, it completely locks up and I have to Force Quit.

On version Illustrator 22.0.1
Running Mac OS High Sierra 10.13.3 (17D102)
MacBook Pro (Retina, 13-inch, Early 2015)

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Derek Cheng shared this idea  ·   ·  Report…  ·  Admin →
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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!

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  • i Have Jake Graphic Design commented  ·   ·  Report

    I accidentally found a clumsy way around this issue. If clicking on FILE, EDIT, VIEW etc... is unresponsive, I am still able to highlight and click on HELP. That somehow activates the rest of the menu items and I can click on them as usual. It's not a fix, but it keeps things moving :)

    - Jake

  • CDJ commented  ·   ·  Report

    Solution Update: You need to do this every time Illustrator is updated.

    Solved! Thank you

    1. Quit Illustrator if it is already launched
    2. Go to the following location in finder:
    • /Users//Library/Preferences/Adobe Illustrator 23 Settings//DVADialogPrefs/
    3. Please rename the file DVADialogPrefs.xml to DVADialogPrefs_old.xml
    4. Launch AI and create a new document
    5. Open the File >> File Info dialog

    Note:
    USERNAME is your machines user name
    LOCALENAME is the AI language in which the app is installed
    If you have different version than 23 then the file will be in another similar folder.

  • CDJ commented  ·   ·  Report

    Solved! Thank you

    1. Quit Illustrator if it is already launched
    2. Go to the following location in finder:
    • /Users//Library/Preferences/Adobe Illustrator 23 Settings//DVADialogPrefs/
    3. Please rename the file DVADialogPrefs.xml to DVADialogPrefs_old.xml
    4. Launch AI and create a new document
    5. Open the File >> File Info dialog

    Note:
    USERNAME is your machines user name
    LOCALENAME is the AI language in which the app is installed
    If you have different version than 23 then the file will be in another similar folder.

  • Mike commented  ·   ·  Report

    The invisible file info window has been a problem for me for years. I have never got it to work during this time. Someone in another area stated uninstalling and reinstalling the program fixed it but I'd like to avoid that if possible. I am running 2 monitors and was wondering if it could be that changing external monitors (buying a new one) to one with a different resolution has caused the window to be off screen? Other than that I can't imagine what would cause it.

  • Yesim T commented  ·   ·  Report

    Exactly the same issue here with Mac OS High Sierra 10.13.6, Illustrator 23.0.3

  • Anonymous commented  ·   ·  Report

    Hello Anish,
    Please click on "file info" within Illustrator CC 2019 and you will see it do nothing. This tool is suppose to provide details of the file name, description etc. but it is not. While this tool does nothing, it also won't let the user use the artwork file without clicking the ESC button from the keyboard. This is the only way to regain access to the file. I have attached print screens of both scenarios with and without "INFO" tool clicked on. Please refer. We hope to see this problem resolved in the next app update.
    Thank you,
    Uma

  • Anonymous commented  ·   ·  Report

    How are you unable to reproduce this? It is happening to many users (just see the comments to this).

  • ritika patel(Illustrator team) commented  ·   ·  Report

    Hi Derek,

    Sorry for the inconvenience caused. We are trying to reproduce the issue on our end. May I know on which version are you working now?
    Have you tried updating your OS?
    Is this happening very frequently?

    I have tried the steps on my mac book pro but didn't encounter your issue.Please help us by providing the above information.

    Regards,
    Ritika
    Illustrator team

  • Joey E commented  ·   ·  Report

    Could it be that this has finally been fixed!?!?!
    Seems to be working for me now in Illustrator CC 22.1, on a 2018 MacBook Pro, MacOS Mojave v10.14.4.

    I hope this is not just a fluke...

  • Anonymous commented  ·   ·  Report

    This happens on my 2016 MBP with Mojave as well.

  • Cynthia commented  ·   ·  Report

    Same happens in Mojave, on a 2018 MacBook Pro with Illustrator 2019 (23.0.2). A lot of the shortcuts still work for menu items that are grayed out, though. Restarting Illustrator sometimes works.

  • Ryan commented  ·   ·  Report

    Clicking the small hamburger menu on the Linked Files list and selecting "Link File info" causes the application to become unresponsive;, no clicks, taps, or keyboard inputs register. Have to force-quit and reboot Illustrator.

  • Anonymous commented  ·   ·  Report

    Same problem on AI 23.0.1 on Mac OS High Sierra 10.13.3.

  • CDJ commented  ·   ·  Report

    When selecting File > File Info menu item, no dialog box appears. I am not able to use Illustrator and all the menus are grayed out.

    If I hit Return, I am able to use Illustrator and my menus return.

    I have tried with plugging in an external monitor, changing workspaces, and floating windows. No dialog box appears. I need to update metadata on Illustrator files.

    Illustrator 23.0.1
    Mac OS 10.14.2
    MacBook Pro

    Thank you!
    Carla

  • Joey E commented  ·   ·  Report

    I agree this needs to be fixed! A workaround I have found is to use Bridge to access File Info... I know it's a pain, but if you rely on the File Info panel, this will keep you from being dead in the water.

  • Jeff Chapman commented  ·   ·  Report

    This is exactly what happens with me. Running on MacBook Pro 15" Retina model, macOS 10.13.6. I am using two external displays, but even if I unplug both, I still cannot see the File Info dialog when called up. It's as if it's completely hidden somewhere off the screen. Illustrator apparently *thinks* it is showing the File Info dialog and behaves as if it does, but the dialog is nowhere to be found, and Illustrator is completely unresponsive until hitting Escape to "close" the hiding File Info menu.

    This is a big bug and not a feature request...

  • Anonymous commented  ·   ·  Report

    Same problem on AI 23 on Mac OS Mojave.

  • Chris Schmidt commented  ·   ·  Report

    Experiencing the same issue with AI 22.1, OS Sierra 10.12.6, MacbookPro (Retina, 15-inch, Early 2013)

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