Participant

Question

Hours of work lost :( and app keeps crashing

Forum|Forum|2 years ago
July 29, 2023
3 replies
409 views

Aftter spending close to 7 hours working on a project, the app decided to crash. When I try to launch it back, it simply kicks me out and won't open again. My latest work has vanished. Everything is up to date and customer service couldn't find a solution either. I have seen other people having the same issues since 2020. Adobe you must do better!

Bug

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Anshul_Saini

Community Manager

Hi @Raciel31374930ycj8,

I'm truly sorry to hear about the frustrating experience you've had with Illustrator on your iPad. I understand your concerns, and I will forward your feedback to the team. As your work is intact online on the creative cloud, would you mind reinstalling the app and see if that helps?

Also, would you mind confirming the iPad model & generation and sharing the file with me so I can take a look at my end to see if it is opening on my iPad? If it doesn't, I will share the logs and my observations with the product team for further investigation.

Thank you for your patience and understanding.

Best,

Anshul Saini

D

Debra31378688la7r

Participant

I am currently having the same problem. Illustrator will not open from the App page on Creative Cloud or from my previous file. I really don't have time for this and have a deadline. It's super frustrating.

Monika Gause

Community Expert

@Debra31378688la7r schrieb:

I am currently having the same problem. Illustrator will not open from the App page on Creative Cloud or from my previous file. I really don't have time for this and have a deadline. It's super frustrating.

Are you having an issue with the iPad app?

If not, please create your own new thread and tell us all the details.

Monika Gause

Community Expert

Do you have a backup of the file? Did you save while working on it? Did you save multiple versions of the file? Computers can fail and when a crash or power outage happens in the middle of saving, the file is likely toast. And then even when you saved regularly, you're still left without a file, if that was your only file.

As for the crashing: Please tell us your computer specifications. Did you already reset the preferences? Do you have third party plugins installed?

R

Raciel31374930ycj8Author

Participant

It's Illustrator for Ipad, not a computer. IOS version 16.6 and app 3.0.4. The only thing connected is my apple pencil 2nd gen. I kept going back to home screen to save the work since it happened before and document would not open again. It's supposed to be saved as I can see it in my creative cloud files but again, it will not launch.

Monika Gause

Community Expert

When you log in from a web browser, can you then download the file?

Did Adobe Customer Care try and download the file and open it on a desktop?

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