Participant

Question

app not responding

Forum|Forum|3 years ago
July 7, 2023
6 replies
284 views

after i updated the adobe illustrator app to version 27.7, i got an error when i tried to save the file again. the adobe illustrator application experienced a not responding and the file containing my client's logo just disappeared. I am very disadvantaged by this. The logo file has been made and is in the process of being sent to the client.

WhatsApp_Video_2023-07-07_at_18-53-31.zip

Bug

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Anubhav M

Community Manager

Hello @yokbisayok,

We understand how frustrating it can be to not be able to save your work when working on an important project in Illustrator. I hope the suggestions shared by Monika helped resolve the problem. If not, kindly try reverting to an older version of the document (https://helpx.adobe.com/creative-cloud/help/open-revert-cloud-document-version.html) and check if it helps.

Also, check the Autosave and Recovery settings in Illustrator (https://helpx.adobe.com/illustrator/kb/recover-files-after-crash.html#:~:text=Manage%20settings%20for%20autosave%20and%20recovery) and share your observations.

Looking forward to hearing from you.

Thanks,

Anubhav

Y

yokbisayokAuthor

Participant

I've been setting up the recovery feature for a long time, and this is the
first time I've had a crash when trying to save data again. before I
updated, it was safe, there were no problems at all, when I just updated to
version 27.7, I immediately continued the project from the client and when
I saved again, suddenly the application was not responding and the data in
the file was lost somewhere. even if it crashes the file in it is not empty
because I saved it before.

Monika Gause

Community Expert

Do not get yourself into a situation where you have to rely on the Recovery feature for more than the last 20 minutes.

It's the weekend. Can you retrieve an earlier version of the file?

Monika Gause

Community Expert

This does not load.

Did you reset the preferences when or after updating?

Where are you trying to save?

kglad

Community Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

<"moved from using the community bugs">

Y

yokbisayokAuthor

Participant

I have also checked the files in recovery and the result is the same empty file

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