Sending a file from Adobe Capture has crashed Adobe Illustrator

Forum|Forum|6 years ago
April 7, 2019
1 reply
1322 views

Hello there,

today I tried to send a captured form vom Adobe Capture to Adobe Illustrator. Since then there is a overlay with a loading window completely blocking Adobe Illustrator (see picture attached). I can't use any functions. If I close the loading window the whole application closes. So I can't use the application any more. I also have desintalled and reinstalled Illustrator multible times already. But nothing has changed.

Can someone help me please? I really need Illustrator for my daily work!

Greetings

Jens

This topic has been closed for replies.

Sue Garibaldi

Community Manager

HI Jens.

Are you still stuck on this screen?

If you are, try closing Ai then sign out of the Creative Cloud Desktop App (tap the CC icon in Apple Menu Bar), then the avatar icon, then Sign Out) and see if that resets everything.

Sue.

J

Jens GantzAuthor

Participant

Yes, I did that a couple of times. Nothing changed.. :/

Sue Garibaldi

Community Manager

Jens.

We don't think this is a problem with Capture but rather something gone wrong on the desktop, I have a couple more questions:

* What version of Capture are you using? And on what platform (Android or iOS) are you on?

* And if you happen to know what version of Illustrator you're using and what version of the Creative Cloud Desktop App (check that by clicking on the CC icon in the menu bar, then the three stacked dots next to the avatar, then Preferences), that information would be helpful too.

We've contacted another team for additional support but let me know what app versions you're using.

Sue.

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