KB73057255: DeskPack - Adobe® Illustrator® hangs on start up or runs slow

Summary

A possible reason for the startup problems of Adobe^® Illustrator^® can be:

• The connection to the Network License Server (Adobe^® Illustrator^® starts up but hangs while initializing the Licensing plugin).
• The connection to the Deskpack container.
• Invalid or wrong DNS number(s) on the Mac

Symptoms

Adobe^® Illustrator^® hangs at start up. Or after start up, it runs slowly and every few minutes the spinning beach ball appears.

Solution

A possible root cause of the problem is that Adobe^® Illustrator^® cannot find or access the Network License server that is defined in the Preferences.

• On Mac:
  • The first thing to do is go to User/Library/Preferences/ByHost and delete the com.esko.LicensePreferences.XXXXXXXXXXX.plist file.
  • After you restart the Adobe^® Illustrator^®, you will be prompted to enter the name of the Network License sever (or the IP address).
  • If you are using only Local Licenses you can cancel this window.
  • If this does not help, check whether the firewalls on the Network License server are turned off.
• On Windows:
  • Go to Start > Programs > Esko > System Controller > License Client Configuration and verify the server name.
  • If necessary, fill in the name of the server or use an IP address.

Another cause of slow start-up could be the connection towards the DeskPackContainer which is failing. This is defined in the Server Connection Assistant. Eventually a message will pop up stating that the DeskPackContainer share could not be found in the network, and you'll be asked to check your Server Connection Assistant settings.

• This information is stored in the Illustrator^®Preference file. Go to User/Library/Preferences/Adobe Illustrator CSx Settings/<current language>/ and delete Adobe^® Illustrator^®Preference file to start up clean without a server connection. This will again open the DeskPack's Server Connection Assistant on start-up of Illustrator^®.

The DNS number(s) should be validated by the customer's IT person. If they are not valid remove or correct them. CAUTION: Completely removing the DNS number(s) may affect Internet access and/or e-mail functionality.