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I
IMS 5 Paul
Inspiring
September 29, 2021
Answered

Illustrator Tried, but could not save the file (Creative Cloud Font Issue)

  • September 29, 2021
  • 2 replies
  • 11515 views

Illustrator will not save files to the cloud when I use non default fonts (Adobe fonts, etc)

This is absolutely embarassing for Adobe, but I would not say it is surprising. The exact issue I am having is outlined in the video. So tell me Adobe, are we not able to collaborate on an Illustrator file if we use Fonts?!

 

I would love to hear the official response. I will also be surprised when no one else is having this issue, because I tried it on multiple computers. 

 

https://www.youtube.com/watch?v=5mscQwj6L4w

    Correct answer IMS 5 Paul

    I tired it. I created a file, added a second artboard, put in some text in Loos Extrabold Condensed. Then added some more artboards and put in some more text in Loos. No problem saving that to the cloud.

     

    You might want to contact Customer Care, so they can take a peek inside your system https://helpx.adobe.com/contact.html


    I just got done working with Adobe support. 

    We found out this is 100% a Creative Cloud issue. 

    To recreate the issue.

     

    Open a file.

    Save the file to creative cloud.

    COPY the current artboard. (adding an artboard works fine)

    Save the file.  (ERROR)

     

    I am also conviced there is a Creative Cloud issue with Fonts, as the original video I posted lays out, although I was able to recreate the error the firs day, when I try to recreate it on a new file it doesn't do it, so that is something else to look into. 

    2 replies

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    September 29, 2021

    I just tried that.

     

    Using a font I created myself, I saved the file as an AIC file. Absolutely no problem doing that.

    I
    IMS 5 PaulAuthor
    Inspiring
    September 30, 2021

    You saved it in Creative Cloud? None of the computers where I work can do it. 

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    September 30, 2021

    Yes, I saved it as a Cloud file.

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    September 29, 2021

    Hi there,

     

    Sorry to hear about the trouble you are facing. I would request you to please share a few more details like:

    • OS and version of Illustrtaor
    • Could you please share fonts with us? If yes, could you please share the document with us? You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link.
    • Are you using any font manager application?
    • Where are you saving the files (Network Drive/ System HDD/ Shared Folder on System/ External HDD)?
    • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates, plugins, or web extensions installed recently.
    • Does resetting Illustrator Preferences ( https://helpx.adobe.com/illustrator/using/setting-preferences.html) help to resolve the issue?
      Disclaimer: Please note that resetting preferences will remove all the custom settings, and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article.

     

    We will be happy to help and look into this. We just need more information.

     

    Thanks & Regards,

    Anshul Saini

    I
    IMS 5 PaulAuthor
    Inspiring
    September 30, 2021

    Windows 10 Latest and Illustrator 25.4.1

    I was using Loos and some others. Yesterday, I recreated the issue several times, on different machines, but after testing my file today, I believe it involves the artboards. When I delete the 2nd artboard, the file saves. 

    No font manager.

    Saving files to the Creative Cloud. It saves fine on my hard drive. 

    No recent changes.

    I will not reset my preferences just yet, because I am leaning towards this being a global problem. 

    It will allow me to save to the cloud the first time I save it, but will not allow subsequent saves (until I delete the second artboard.)  Here is one of the files in question. https://shared-assets.adobe.com/link/611b6f66-ab48-4941-62cd-25445a8a4e03 

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    October 1, 2021

    Thank you for sharing the details and files. I was also unable to replicate the issue. As @Monika Gause suggested, don't hesitate to get in touch with Technical Customer Support.

     

    Regards,

    Anshul Saini

     

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