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C
care$
Participant
August 25, 2021
Question

After Illustrator unexpectedly Crashes files recovered are empty/ blank

  • August 25, 2021
  • 2 replies
  • 1671 views

Illustrator unexpectedly crashed on me, and i lost three of my open files i was working on. i have my auto save settings set to automatically save recovery data every 30 seconds and to automatically save cloud documents every 5 minutes . i restarted the app and it showed the pop up talking about recovered files and i hit okay and then it never showed me any files to save. i looked and saw i had some files in my computer titled recovered files but when i click on them they're empty. not sure what i should do to recover or get my files back i'm really frustrated because i put a lot of work into it and i really need them back. please help.

 

 

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2 replies

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
August 25, 2021

Hi there,

 

Sorry about the crashing! I know that's really frustrating. I would request you to share a few more details like:

  • OS and version of Illustrator
  • Did it crash after performing a particular action? (While saving, exporting, opening, placing, importing, using any tool, etc.)
  • Do you have a backup file?
  • Where are you initially saving these files (CC Cloud Document/ Network Drive/ System HDD/ Shared Folder on System/ External HDD)?

 

In addition to the suggestion given above by @Myra Ferguson, you may be able to revert to the last saved version if these were the Cloud Documents you were working on. If they were Cloud Documents, then you may try the steps suggested in this help article (https://helpx.adobe.com/in/creative-cloud/help/open-revert-cloud-document-version.html) to get back to your previous saved version.

 

Also, if you have a backup of the original files, you can share that and recovered files, and we will try to recover them. You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link here or via DM. But I must inform you that file recovery can't be guaranteed with 100% success. We'll surely try our best.

 

Thanks & Regards.

Anshul Saini

C
care$Author
Participant
August 25, 2021

it's version 25.2.3 i wasn't on my computer when it crashed i opened it back up and my computer was dead, when i plugged it in and it came back on i saw that it had crashed. i don't think i have a backup file. i have it set to save to my computer and the creative cloud but i could not find it in either one. 

C
care$Author
Participant
August 25, 2021

all i have is this but they're all empty folders...

Myra Ferguson
Community Expert
Myra FergusonCommunity Expert
Community Expert
August 25, 2021

Here's more information on recovering your files:

Fix Illustrator crash and recover documents

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