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Question

In Illustrator, Concept to Vector failed due to "connection issues", but credits were still deducted

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Attempting to use the Concept to Vector feature resulted it nothing happening, then an error. total spend: 120 credits, which i need, which are gone, but the generation didn’t work. Please restore my credits, and perhaps create a better credit system or refund process. Previously the feature has worked remarkably well!

Playful_Eclipseb176

Participant

I have the same problem. Again and again.

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marcel81

Known Participant

same problem here, illustrator 30.8.2 on mac os 26.6.2

concept to vector without any prompt changes, tried different models (gpt/gemini)
it don’t work since weeks.

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Anubhav M

Community Manager

Hello @marcel81

I’m sorry to hear you’re having similar trouble with Illustrator. Could you share your AIGeneral.Log file so the product team can investigate further? You’ll find it here:

macOS: /Users/<username>/Library/Logs/Adobe/Adobe Illustrator/<illustrator version>/Adobe Illustrator

Windows: C:\Users<username>\AppData\Roaming\Adobe\Logs\Adobe Illustrator\30.8\Adobe Illustrator\

Looking forward to hearing from you.

Anubhav

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marcel81

Known Participant

Oct 19 15:03:07    [ Diag:    ] Application Activated
Oct 19 15:03:10    [ Diag:    ] Open Local File
Oct 19 15:03:10    0,FileRead,DocumentColorConversion,"{""DstColorSpace"":""CMYK"",""ImportRoute"":""Open"",""SrcColorSpace"":""GRAY"",""Thread"":""Main""}"
Oct 19 15:03:11    [ Diag:    ] Document Opened
Oct 19 15:03:11    [ Diag:    ] [DocOpen] FileName:xmp.did:3135cace-b404-47d4-9096-df1bb31f93e7, Doc Complexity:1, Complexity Type:point_objects, P-Index:10.000000
Oct 19 15:03:11    [ Diag:    ] AI Document Opened Notifier Current Open Documents Count : 1
Oct 19 15:03:11    [ Diag:    ] HelloPlugin: Document Opened
Oct 19 15:03:14    [ Diag:    ] Application Deactivated
Oct 19 15:03:32    [ Diag:    ] Document Closed
Oct 19 15:03:32    [ Diag:    ] HelloPlugin: EnableDocCloseTimerState called with enable=false
Oct 19 15:03:32    [ Diag:    ] Document Closed
Oct 19 15:03:32    [ Diag:    ] HelloPlugin: EnableDocCloseTimerState called with enable=false
Oct 19 15:03:32    143,FileRead,ImageRead,"{""BitsPerPixel"":""24"",""ColorSpace"":""1"",""DecodeLibrary"":""AIDE"",""Format"":""png"",""Height"":""1254"",""HorizontalScale"":""1.000000"",""ImportDialogStatus"":""DlgNotShown"",""Thread"":""Main"",""VerticalScale"":""1.000000"",""Width"":""1254""}"
Oct 19 15:03:32    [ Diag:    ] Document Closed
Oct 19 15:03:32    [ Diag:    ] HelloPlugin: EnableDocCloseTimerState called with enable=false
Oct 19 15:03:32    171,FileRead,FileDrag,"{""Count"":""1"",""Format"":""png:1"",""NumberOfNetworkFiles"":""0"",""SizeInBytes"":""4717548"",""Thread"":""Main""}"
Oct 19 15:03:32    [ Diag:    ] Document Closed
Oct 19 15:03:32    [ Diag:    ] HelloPlugin: EnableDocCloseTimerState called with enable=false
Oct 19 15:03:32    [ Diag:    ] Application Activated
Oct 19 15:03:38    [ Diag:    ] Application Deactivated
Oct 19 15:04:10    [ Diag:    ] Application Activated
Oct 19 15:04:29    [ Error:   ] [AsyncNetworkRequest]: Http - 429 X-Request-Id - 93f91b95-e1e2-4865-ba7a-4658486d0c17 X-Session-Id - f9b75a56-1755-4d74-a458-3f377f2fdce2 (at /Volumes/AICode/Jenkins/ws/ilst_rel_30_8/PlugInDev/FireflyService/Source/AsyncNetworkRequest.h:177)
Oct 19 15:04:31    [ Diag:    ] Application Deactivated
Oct 19 15:05:37    [ Diag:    ] Application Activated
Oct 19 15:05:44    [ Error:   ] [AsyncNetworkRequest]: Http - 429 X-Request-Id - 8b5cd8b4-951c-4f77-8f2d-87cb0561e54f X-Session-Id - f9b75a56-1755-4d74-a458-3f377f2fdce2 (at /Volumes/AICode/Jenkins/ws/ilst_rel_30_8/PlugInDev/FireflyService/Source/AsyncNetworkRequest.h:177)
Oct 19 15:05:46    [ Diag:    ] Application Deactivated

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Anubhav M

Community Manager

Hello everyone,

The team needs a bit more detail to dig into this. Could you share your AIGeneral.Log file so we can pass it along to them? You’ll find it here:

macOS: /Users/<username>/Library/Logs/Adobe/Adobe Illustrator/<illustrator version>/Adobe Illustrator

Windows: C:\Users<username>\AppData\Roaming\Adobe\Logs\Adobe Illustrator\30.8\Adobe Illustrator\

Looking forward to hearing from you.

Anubhav

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justlearnskills

Community Expert

I did try opening an image and applied Concept to Vector and Generate and I got that message.

Then I tried to create a new file - Placed the same image and applied Concept to Vector and Generate — and it worked, with no error message. Try that.

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Bubbly_Lullaby7a41

Participant

Its been 2-3 days that i have being trying to use concept to vector services and its not working/ generating me for what i asked for and also using up all my credits without giving me the results and because of that i am facing serious issues because of which my work is slowing down . i would like to have my refund if the problem is not going to be solved since it costed much more than its worth if this problem continues . and as for other issues my connection is very fast so that is not an issue from my side

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Anubhav M

Community Manager

Hello everyone,

I have shared the details of this problem with the product team, and they are currently investigating it.
We will share more details here as we have more information.

Anubhav

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markus707

Participating Frequently

STILL DOESN’T WORK --- This is a joke. Really, what’s the problem?

Most recent Illustrator 30.8.2 on Mac - failing due to “connection issues. Check Internet Connection.” My internet connection is totally fine! I even tested different DNS server.

And @Harshika Verma : this is about ILLUSTRATOR on macOS - so different BROWSER is not an option. 🤦

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reprog40360375

Participant

Same here credits have been deducted even though nothing has generated.

Illustrator 30.8.2

Windows 11

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Anubhav M

Community Manager

Hello @reprog40360375

I’m sorry to hear about your experience. Credits are deducted up front, but a generation can occasionally fail to complete due to an issue with the prompt or references provided, a model/provider error, a timeout, or another service issue. On an unsuccessful generation, credits are typically refunded to your credit balance within minutes. In rare cases, particularly for longer-running generations like video, the refund can take up to 24 hours to return.

Let us know how it goes.
Anubhav

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reprog40360375

Participant

Morning Anubhav, thanks for getting back to me I have just checked and the credit balance has not been restored. I have been having problems with concept to vector for a week now. Can you advise me of where to go from here for a solution. This feature has worked really well for me in the past and like others having the same issue I have tried many images and nothing generates. I get a message saying something went wrong but no explanation of what that something was. Really would appreciate some help with this.

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markus707

Participating Frequently

Same here, tried everything. Doesn’t work. Guys, what’s up? Months pass with many people experiencing this issue and obviously nothing happens?

MacBook Pro M3 with Tahoe 26.5.2
Illustrator 30.8.2

Like TStorm89 mentioned, it has worked well in the past.

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ana6C14

Participant

Hi Harshika,

Thank you fro answering.

I did share the details about my OS and Illustrator.

It wouldn;t generate the vector regardless of the image I was using. I tried many...

However, now I am able to generate the image using Concept to Vector. So it must have been a temporary bug, that ate up my credits:)

Best,

Ana

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Harshika Verma

Community Manager

Hi ana6C14,

Glad you’re able to generate images now. Credits are deducted when you click Generate. However, if the generation fails, those credits are typically returned to your balance automatically. If you believe your credits were not restored, please let us know, and we'll be happy to raise the issue with the product team for further investigation.

Thanks,

Harshika

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