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Hours of work lost :( and app keeps crashing

New Here ,
Jul 29, 2023 Jul 29, 2023

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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! 

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Adobe
Community Expert ,
Jul 29, 2023 Jul 29, 2023

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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? 

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New Here ,
Jul 29, 2023 Jul 29, 2023

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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. 

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Community Expert ,
Jul 29, 2023 Jul 29, 2023

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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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New Here ,
Jul 29, 2023 Jul 29, 2023

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Yes, I can download it. They had me check that my files showed up and were synced, but did not ask me to download. 

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New Here ,
Jul 29, 2023 Jul 29, 2023

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Now, why would I need to use a desktop when the reason I own an ipad is specifically for AI? 

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Community Expert ,
Jul 29, 2023 Jul 29, 2023

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Does the file open in Illustrator on the desktop? I would just like to know if the file is corrupted.

I haven't seen one of my files go completely corrupt yet, but what I have seen is that it gets duplicated automatically when I try to open it and then I can open the copy. Whatever causes that.

 

The iPad is a closed shop and I don't know what can be done to fix anything inside of it. But maybe @Anshul_Saini can help. 

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New Here ,
Jul 29, 2023 Jul 29, 2023

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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.

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Community Expert ,
Jul 29, 2023 Jul 29, 2023

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@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.

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Adobe Employee ,
Aug 01, 2023 Aug 01, 2023

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Hi @Debra31378688la7r,

 

I understand your frustration and the urgency of meeting your deadline. Please try the following steps to troubleshoot the issue:

  • Restart your computer/ iPad and try opening Illustrator again.
  • Check for any pending updates for OS, Illustrator & Creative Cloud and install them.
  • Reset the Illustrator preferences: Press and hold Alt+Control+Shift (Windows) or Option+Command+Shift (Mac) while starting Illustrator. Confirm the reset when prompted.
  • If the issue persists, try uninstalling and reinstalling Illustrator. (Ensure all your work is synced to creative cloud or saved on your machine first)

 

If the problem still persists, please share your device details and other relevant info, like if there are any recent changes made to your system or any OS update/ extension/ plugin/ antivirus installed recently.

 

Please don't hesitate to reach out to me. I'm here to assist you.

 

Best,
Anshul Saini

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New Here ,
Aug 01, 2023 Aug 01, 2023

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Thank you!! I will try to reinstall the app. I'm using a desktop computer
with Windows if that makes a difference.

Debbie Bounds

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Adobe Employee ,
Aug 01, 2023 Aug 01, 2023

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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

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