Participant

Question

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

Forum|Forum|3 months ago
June 23, 2026
7 replies
361 views

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!

A

ana6C14

Participant

I keep experiencing the same issue as the other users in this thread. The Concept to Vector feature consistently results in an error.

My internet connection is stable, and I’m running macOS Sequoia 15.7.5 and Illustrator 30.8.1.

I’m attaching a screen recording showing the issue. The same thing happens regardless of which image I try to vectorize, so it doesn’t appear to be related to a specific source image.

Any help would be appreciated.

screengrab.mp4

L

LinaMariaBotero

Participant

Hi @Harshika Verma I’m still having the same issue described above, tried a dozen times and I’m still getting the error. I don’t have connection issues, I’ve tried all the troubleshooting steps you mention that applied for mac and still nothing. I’m working on Mac OS Tahoe 26.6.2, Illustration version 30.8.1 (up to date as of today). I am sending a screenshot of the error. I’m hoping you can help.

Thank you in advance.

Lina

Harshika Verma

Community Manager

Hi LinaMariaBotero,

Sorry for the delayed response, and thanks for trying the suggestions. Would you mind sharing the prompt you're using for generation? It would be helpful if you could share a short recording of your workflow to help us better understand.

We will try our best to investigate and help you.

Thanks,

Harshika

P

PatrickG

Known Participant

Scaling down the reference image helped to make it work for me. After 20+ attempts with all kinds of trials. But the result with close precision is worse than the basic tracing. Just don’t touch it. It’s a waste of energy and time.

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Lars von Hebel

Participant

Hey @Harshika Verma ,

I have this issue as well, multiple days, multiple time slots, all failed. I don't really get your feedback with the chrome, firefox or edge reply. This is illustrator right? The Adobe software package.

Don't get me wrong, if it failed, no worries. Would live for it to work though. But deducting the credits, that's what puts me off. I pay 90 a month, then it doesn't work... Still I pay... Can something be done about that?

Thanks already 👍🏼

Anubhav M

Community Manager

Hello @Lars von Hebel

I’m sorry to hear you’re having similar trouble with Illustrator. Would you mind sharing more details, such as the version of Illustrator installed and a screenshot of the error message you are seeing, so we can look into this further with the team?

Looking forward to hearing from you.
Anubhav

Harshika Verma

Community Manager

Hi @TStorm89,

We understand how frustrating this can be. In fact, this is one of the most frequently reported issues in the Firefly community.

If you encounter this issue, please try the following troubleshooting steps:

Wait a few minutes and try again, as it may be a temporary server-side issue.
Completely close and relaunch your browser to clear any cached data.
Sign out of your Adobe account and sign back in to refresh your session.
Try a different browser (for example, switch from Chrome to Edge or Firefox).
Simplify or rephrase your prompt, avoiding brand names or potentially restricted terms.
If you're using a reference image, try a clearer and simpler image.
On Windows, reset your Firewall settings to their defaults and test again.

Concerned about credit deductions when a generation fails?

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.

Please try these suggestions and let us know how it goes. We’ll be happy to assist you further.

Thanks,
Harshika

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