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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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  • stewart commented  ·   ·  Report

    I hope they fix their release soon. I haven't heard anything and won't use the latest release until they fix it.

  • Nabhishek commented  ·   ·  Report

    Are they gonna Fix this problem? no response from Adobe.

  • Nabhishek commented  ·   ·  Report

    Yes same here Please Fix this Problem or let me know if i switch back to previous version then it will fix my problem??

  • Neil Hackney commented  ·   ·  Report

    Hi, same issue, OS Sierra 10.12.5, CC19. If you open the program, then open a file it's fine. If the program is closed, and you double click a file from server or desktop or open a file from within another CC app, i.e. InDesign or After Effects, it just opens the launch screen and you have to quit and re-launch. Hugely annoying and seemingly basic bug.

  • Anonymous commented  ·   ·  Report

    Illustrator won't open any of my files at all. Spinning wheel of death is endless. Nothing opens since the update to cc 2019. What is wrong, my files or illustrator?? Help!

  • Linda commented  ·   ·  Report

    I have a document open but only see home screen, cannot find the open document, even though I see the layers/ links of it and it shows at the bottom of the window menu bar list.
    After upset, I just found that if I switch to "full screen mode with menu bar" it comes in view, but I always have more than one doc open and I want to use the visible tabs!

  • Linda commented  ·   ·  Report

    I have only one document open (had 2 before) the document does not show anywhere. I cannot find it, but it is open, I see it's layers and links, I see it in the bottom of the window menu! I am in the latest version of CC and my co worker was just complaining of this yesterday but he seemed to be able to find the document way off the screen

  • Anonymous commented  ·   ·  Report

    It's the same on Illustrator v 23.0.1

  • Anonymous commented  ·   ·  Report

    I've got the same issue, running on mac OS Sierra (10.12.6). Have to quit and restart Ai and then open the file directly with the interface... Its annoying ! In the previous version it's wasn't a problem to open Ai by clicking an SVG EPS or AI file. Please fix it.

  • Jessica Johnston commented  ·   ·  Report

    same issue -- there seems to be a Illustrator logo button(with a back arrow) that suggest this is the gateway to return to viewing your file, but nothing happens when you click it. Serious problem, can't return to my work!!

  • Anonymous commented  ·   ·  Report

    SAME ISSUE... Running MAC OS Sierra. Please fix ASAP.

  • Betty Taylor commented  ·   ·  Report

    I've had this problem for a long time, but it's always been intermittent (which makes it very frustrating to try "fixes").

  • Laura commented  ·   ·  Report

    I’d just like to add a quick update- somehow randomly this issue is now resolved for me, without me changing anything. Not sure how or what happened. Strange though that it is still happening with others.

  • Anonymous commented  ·   ·  Report

    I cannot open ANY files I've been happily using in Illustrator CC 2019 up until a couple of days ago. What the heck has suddenly happen to break Illustrator? All the fixes I can see are for Mac users. Is there a fix for Windows users yet? I'm on a new gaming laptop with 16GB RAM - it cannot possibly be my computer.

  • Glen Helen commented  ·   ·  Report

    i want to set that pdf will opens standard with illustrator, but with the new version 23.0.1 doesn´t work anymore.
    i reset all and seaching the problem on my pc, but the problem is on the new illustrator that,
    i unistalled and reistalled sevaral times but the problem is the same.

    reistalling the old version is working again.

  • ritika patel(Illustrator team) commented  ·   ·  Report

    Hi Charles,

    Please share you system preferences with us at <ShareWithAI@adobe.com>. Please mention the title of this issue as the subject of the mail.

    You can find the preference file at location-

    <OSDisk>/Users/<username>/Library/Preferences/Adobe Illustrator <version number> Settings/en_US*/Adobe Illustrator Prefs

    Regards,
    Ritika

  • Richard Parr commented  ·   ·  Report

    Yes - the most ridiculous thing. When I try and open a file, the file should appear - right? All I see is the dashboard to open recent files. I have to "float" windows to see my file. Crazy basic.

  • Jeanette commented  ·   ·  Report

    Same issue here. Happens sometimes with Photoshop too.

  • Armando Scuro commented  ·   ·  Report

    Adobe, this is not a feature you can 'Add to backlog', this is a serious bug,
    I paid for Illustrator to use it, not to hunt bugs and wait for you to decide to fix it

    Using Illustrator and Photoshop has been such a hassle for me lately,
    ever since I got the corporate macbook 2017 to be exact

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