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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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  • George commented  ·   ·  Report

    Experiencing the same issue. Got support to remotely sign in and check but the issue didn't appear because I already had opened illustrator once before. Usually happens after restart. I have to quit the program and re-open for it to work. Just an irritating bug which should be resolved.

  • Anonymous commented  ·   ·  Report

    Pre-release build does NOT fix the issue. The bug starting occurring again shortly after installation.

  • Linda commented  ·   ·  Report

    Same here. Tab shows I am in one file but I have opened another which I cannot get into or it is a blank window

  • Matt Bale commented  ·   ·  Report

    I am experiencing the same issues in the pre-release build. Both the blank screen after 'open with' file issue, and the multiple files open but appear the same in each window fault.

  • Anonymous commented  ·   ·  Report

    I have not experienced the issue in the pre-release build - so hopefully the bug has been squashed.
    So thank you for the fix - but as others have said, stability is SO much more important than whatever new silly feature or tweak that you make (and they're made too often if you ask me). This is because our livelihoods are at stake.

  • Anonymous commented  ·   ·  Report

    This was already a glitch that would happen randomly in the 2018 version but this 2019 version will NOT allow me to see any file it opens...why has this been released! Some of us (most of us) use this to make a living and this is unacceptable.

  • Anonymous commented  ·   ·  Report

    Agree with all comments. This is pathetic. I wonder if we get a refund for software that doesn't work!

  • Edward Pickart commented  ·   ·  Report

    Ashutosh Chaturvedi, thanks for acknowledging the problem and working on it!

  • Jeroen commented  ·   ·  Report

    Happens only to me when there is already an AI file open and I try to open an extra one with File Explorer. But it's also not consistent: the problem mostly disappears when I'm already working for a while and once I can open an extra one with File Explorer.

  • Edward Pickart commented  ·   ·  Report

    Happens to me about half the time I open an AI file. It's not consistent, though, and hard to predict.

    ADOBE SUPPORT: Look at the messages on this problem - they go back almost a year to CC18.
    Are you going to address it?

  • Anonymous commented  ·   ·  Report

    I have spent a full day on trying to resolve this - also spent 3 hours (mostly on hold) with Adobe support - and uninstalled/reinstalled CC - to no avail. This is REALLY hindering my ability to do my job efficiently. Please fix immediately!

  • Anonymous commented  ·   ·  Report

    I have this same issue. Are we not paying you guys enough Adobe?

  • Theo commented  ·   ·  Report

    What inept morons are working at Adobe to have such a basic issue at the beginning of an open file??????????
    This is only the beginning of so many issues with the program, taking perfectly fine working elements and changing them is mind boggling. A great opening for someone to start a competing software to put an end to this BS.

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