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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.

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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

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  • Tom commented  ·   ·  Report

    I have had a few occasions where I have opened a new file in addition to a couple of other file that are already in the program, after opening this program, my other document in another tab appears rather than my new documents, this then happens for all subsequent tabs, so essentially every tab shows the same document, I have to close the application down and reopen it in order to resolve the issue.

  • stewart commented  ·   ·  Report

    I try to open Illustrator files and they don't appear. It says it's open but nothing shows up but my menu of past opens.

  • Sherm Stevens commented  ·   ·  Report

    Just tested a theory, thinking it's corrupt AI preferences. I quit AI, then pressed Option+Command+Shift (MAC) as AI is starting, resetting AI prefs to factory defaults. Problem has disappeared... for now.

    So it looks like the culprit is a corrupt AI PREFS file. Here's how to fix:
    https://helpx.adobe.com/illustrator/using/setting-preferences.html

    The key is to hover your fingers over the keys / combination, click AI to open (either from CC icon or from shortcut) and PRESS THE KEYS IMMEDIATELY as soon as AI begins to launch. It might take a few tries until you get the timing right.

    Unlike InDesign, AI doesn't give you any indication that it worked other than an empty recent files window.

  • Sherm Stevens commented  ·   ·  Report

    Even using the Window command to select open documents (at the bottom of that menu) doesn't bring any docs in front of the splash/recent files screen. Very annoying, Adobe! STOP FOCUSING ON NEW FEATURES AND FIX THE ONES ALREADY IN THE SOFTWARE!

  • Sherm Stevens commented  ·   ·  Report

    I have the same issue on MacBook Pro 2013 running OS X 10.11.6 El Capitan.

    As a temp fix, I use the "Window > Arrange > Float all in Windows" command to float any open documents, then "Window > Arrange > Consolidate All Windows" to restore. It seems the recent docs/splash screen is staying in front of any open documents when they are opened by double-clicking on the AI file in the Finder.

    I've recently noticed that TABS for each document are missing after performing this.

    This has been a bug for awhile... how freakin' hard can this be to correct? I miss Freehand.

  • Anonymous commented  ·   ·  Report

    Files are opening on ai but the artboard is not open, you can see the layers on the layer panel but not showing up on the workspace

  • Alyssa Voegele commented  ·   ·  Report

    I have a file that consists of vector art with a complicated mask. Anywhere this art is used, the file will not open, but rather flashes and closes itself. The file and preview shows up in my recent files.

    I've tried several ways to open the file (double click in Finder, from the AI app, recent files, drag to icon). I've also tried copying the file to my hard drive (it's stored on Google Drive). I've even tried changing the file type to PDF as a work around.

    I have a machine that I have not updated to Illustrator CC 2019 and is still running 2018 and the file opens up there.

  • Anonymous commented  ·   ·  Report

    Same issue here.
    Double clicking a file in the Finder open Illustrator but only takes me to the home screen - does not open the file.

  • SV commented  ·   ·  Report

    The update to Illustrator CC 2019 appears to have fixed the problem.

  • SV commented  ·   ·  Report

    Whoa! I think it's fixed in "Illustrator CC 2019" that I just updated today!?

  • K commented  ·   ·  Report

    I have the same issue as everyone on the forum. Thanks for the work around anonymous. However, the issue has been happening consistently for quite a long time. I'm disappointed Adobe has not fixed this yet. Everyone at my office has the same exact issue, so I know this isn't a one-time fluke.

    "Workaround...works for me at least.
    Preferences>General>
    Uncheck "Show the Start Workspace When No Documents Are Open""

  • Charles commented  ·   ·  Report

    I am currently running High Sierra 10.13.6

    My graphics processor is AMD Radeon R9 M380, 2048 Mb.

    My iMac is a 5K retina display from late 2015. No additional monitor.

    I am opening the file the old-fashioned way – using the drop-down menu: File/Open, or File/Open Recent.

    It occurs randomly – not on any one specific file that I am aware of yet.

    It doesn’t occur on any particular file. It has occurred on previously existing files, and it did occur on one new file I created in CC 2019 as well. They are fairly basic. I can send one to you if you let me know where to share it.

    It did not occur until I updated to the new version of CC – 2019.

  • ritika patel(Illustrator team) commented  ·   ·  Report

    Hi Charles,

    Thanks for sharing this issue with us.
    It would be helpful if you share the file with us,along with the machine info that you are working on.

    Regards,
    Ritika

  • Sarah Khan (Illustrator team) commented  ·   ·  Report

    Hi Charles,

    Please can you provide us with the following info:
    1. Your system OS and GPU.
    2. How you are opening the file, double clicking or by using drag and drop?
    3. Are you using more than one monitor?

    Thanks,
    Sarah

  • Josh commented  ·   ·  Report

    Having the same issue on Mac. Open files both within and outside of illustrator and all I can see is the launch window with recently opened files and templates. Slowing my workflow down to a halt.

  • Charles commented  ·   ·  Report

    With the new update, I have been experiencing issues opening existing documents. They will randomly open as a blank document. I have to shut down Illustrator and relaunch the program in order for them to open correctly.

  • Heidi commented  ·   ·  Report

    I am having the same problem. It also happens when opening a file using the 'edit' button from within INDD's Links panel. Using another's commenter's workaround works: Window>>Arrange>>Float in Window then return the "Arrange" view you prefer. Another workaround: "open in new window."

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