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shutterdoula
Participant
Sep 18, 2018 4:58 PM UTC
Answered

Can't open some purchased .ai files

I have tried in the most current version of Photoshop CC, Illustrator and Inkscape.

File numbers: 126906050

   and  134421253

I have easily been able to open other .ai files from the same contributor in the past, so something is up with these files.

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    twaritar3263062
    twaritar3263062Correct answer
    Participating Frequently
    Sep 19, 2018 2:42 PM UTC

    Andrea,

    Our product team has confirmed that the files have been uploaded in the older Illustrator formats by the contributor. Please check your email for more details.

    Regards,

    Twarita

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    4 replies

    twaritar3263062
    twaritar3263062
    Participating Frequently
    Sep 18, 2018 6:18 PM UTC

    Hi Andrea,

    We apologize for the inconvenience caused to you.

    I tried downloading the same files ( #126906050 and 134421253) at my end using Illustrator CC and Photoshop and can confirm that the file (134421253) does not open in Illustrator CC and when opened in Photoshop it gives an error message " Could not complete your request because Photoshop was unable to parse the postscript", however, I did not encounter any issues while opening the file (126906050 ) in both Illustrator and Photoshop.

    I would request you to try the steps mentioned below to open the file(126906050) and let me know if the issue persists.

    • Sign out from Adobe Stock, sign back in, and try downloading the asset again.
    • Try to download the image using a different browser.
    • Clear your browser cache and delete your Internet history.

    Meanwhile, I am getting this file ID( (134421253) checked from the product team. I will update this thread once I hear from them. Appreciate your patience.

    Regards,

    Twarita

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    shutterdoulaAuthor
    Participant
    Sep 18, 2018 9:37 PM UTC

    Ah, copied the wrong file number for the second one that doesn't work. It is actually 134421168

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    twaritar3263062
    twaritar3263062
    Participating Frequently
    Sep 19, 2018 1:18 PM UTC

    Andrea,

    Thanks for sharing the correct file ID with us. I have already passed this concern(related to the file issues) to the product team and will be updating this thread as soon as I hear from them.

    Please allow us some time.

    Regards,

    Twarita

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