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shawnm62916526
shawnm62916526
Participant
October 24, 2019
Answered

Illustration Disappeared! HELP!

  • October 24, 2019
  • 1 reply
  • 2648 views

I spent a solid 5 hours on an illustration in Fresco on my 13" iPad pro. This morning I went to export the illustration via airdrop to my Macbook. I accidentally chose my iMac instead, so I canceled the airdrop. Now the entire document is gone! I see a file with a similar name that has only one of the layers of the document I lost. I am extremely upset. I checked my adobe cloud account and it is not there either. How could canceling an airdrop delete a file! Help?

This topic has been closed for replies.
Correct answer Sue Garibaldi

Shawn. 

 

I've been asking our engineers about this and I'm really sorry but no one seems to know what could possibly have happened. 

 

There are more questions though: 

Did the app crash? Or did you get any type of error message?

From where were you trying to AirDrop (from the drawing or from Cloud Documents)?

What file type were you trying to export (.jpg, .psd, .png)?

Did you check Deleted on the device or at https://assets.adobe.com/deleted?

 

I'm waiting to hear back from one more engineer but probably won't until later this afternoon. 

 

Sue. 

 

1 reply

Sue Garibaldi
Sue Garibaldi
Inspiring
October 24, 2019

Hi Shawn. 

 

I'm sorry about your drawing (I know this is devastating). Exiting out of an AirDrop should definitely not cause the loss of edits but I do have some questions: 

You mentioned you checked your Adobe cloud account; is this where you looked? https://assets.adobe.com/cloud-documents

You also mentioned you were drawing for five hours... Did you ever exit the drawing/let changes sync during that time? 

 

Please let me know so I can discuss this with the team. 

 

Sue. 

 

 

shawnm62916526
shawnm62916526Author
Participant
October 24, 2019

Sue, I did finish and close out of the illustration last night. This morning I woke up and wanted to send it to my laptop which is where I ran into the issue. The bizarre thing is, is there is a file on my adobe cloud (the link you provided) that has 1 layer of the illustration. The file name is wrong and the rest of the layers are gone. The layer that is included is not the first layer or the last layer that was in the completed document. It's very weird. 

Sue Garibaldi
Sue GaribaldiCorrect answer
Inspiring
October 24, 2019

Shawn. 

 

I've been asking our engineers about this and I'm really sorry but no one seems to know what could possibly have happened. 

 

There are more questions though: 

Did the app crash? Or did you get any type of error message?

From where were you trying to AirDrop (from the drawing or from Cloud Documents)?

What file type were you trying to export (.jpg, .psd, .png)?

Did you check Deleted on the device or at https://assets.adobe.com/deleted?

 

I'm waiting to hear back from one more engineer but probably won't until later this afternoon. 

 

Sue. 

 

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