Trouble with Illustrator 2020

Hello,

Our LLC are reseller of this software, now we help with this troubles for our customer.

The customer says about Illustrator 2020:
We have a trouble in eps. We prepare files for preview in ai. format, to prepare the file for printing, we from ai. save files in eps. format separately using the assembly areas. Further, when we open the received eps. files, we see an empty file where all layers are hidden. In this case, some of the layers are locked, some are open for editing, etc. We have to manually open everything and close everything that is not necessary. Again, in previous versions, there was no such problem.

Thanks!