Help: place image on Illustrator won't work

[nataliag78056714]

Hello, I've been having trouble with the images on Illustrator, every time I try to place one, the image does not apear and the paths on the file become transparent.

I found It could be FontExplorer but I do not have that plugIn installed. I've already tried uninstalling along with the preferences and reinstalling but no luck.

Any ideas on how to fix this please?

[Monika Gause]

Which version?

Which system?

What exactly is happening step by step?

[nataliag78056714]

Is creative cloud version 21.1.0 for Mac,

I try to place an image, the program wait a second, the image does not apear, the paths I was working on turn transparent. and I have to close the file to see them again.

[Nick Gioia]

Quick tip: You can just drag images from folders or your desktop right into Illustrator without having to place them.

Hope that helps.

[nataliag78056714]

I tried both, is the same if I place from menu or drag and drop

[Monika Gause]

Can you try if it works with View > Preview on CPU?

[nataliag78056714]

With that, the image shows but the path is still transparent

[Monika Gause]

Which system is that?

By chance a 4K or 5K Mac?

More than one monitor attached?

[nataliag78056714]

Just 1apple monitor, and the system is a mac pro

[Monika Gause]

Have you restarted it recently?

Is that image in an unusual color mode or file format (some flavours of TIF or PNG)?

Which Mac OS? In case of Sierra - is it 10.12.5?

[nataliag78056714]

Yes MacOS Sierra, Yes I restarted yesterday with no luck, the images are RGB I tried both PNG and JPG but is the same

[Monika Gause]

Please contact Customer care:

contact-bumper

[Srishti Bali]

Hi nataliag,

I would like to know if the issue resolved by our customer care team, or it still persists.

Kindly update the discussion if you need further assistance with it.

Thanks,

Srishti