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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.

Article information
Applies to

DeskPack Plugins for Adobe® Illustrator®

Created6-Jun-13
Last revised09-Oct-17
AuthorSACO, DOCA
CW Number163547, 00918526
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