How do I recover files after a crash that simply didn't open?

[vincentd6087485]

i was working in illustrator (beta) 29.3.0 when it crashed. upon reopening it, i got a popup that it recovered the two opened files. i hit 'confirm' to open the recovered files, then nothing happened. can i recover them manually somehome?

[Anubhav M]

Hello @ANA-TEODORA301907632ck8,

If Illustrator is unable to automatically recover the file at launch, chances are the file is lost. In understand this is not ideal and apologize for the inconvenience caused.

Could you confirm if the file was saved on a network, removable drive, or a cloud-synced folder like Google Drive or Dropbox? Storing files in such locations can sometimes lead to corruption issues. To prevent this from happening in the future, we recommend saving your work locally first and then manually copying it to your desired backup location.

Additionally, were you experiencing crashes in Illustrator when this issue occurred? If so, we suggest trying the troubleshooting steps outlined in this help article (https://adobe.ly/4d2JOIl) to see if it resolves the problem.

To avoid similar situations in the future, we advise saving multiple copies of your active work locally or saving them as cloud documents.
Also, our team has made some improvements in this regard in the latest Illustrator (beta). Could you try installing that and sharing your feedback?

Please don't hesitate to reach out if you have any further questions or need assistance. We're here to help.

Anubhav

[StarAG​]

In my case the files are saved locally.

As said before, Illustrator freezed while working and then closed automatically and in one case I have to force close via. taskbar since the software was in freeze state for nearly 10 minutes.

I was expecting the files recovery from the recovery documents , which even poped up when I re-opened but it didn't had any latest save.

I understand the point to save the document regularly. But such an issue is visible with this version. Previously when there was any crash, work would recover.

[Lea29193185i8kq]

I also just experienced a freeze and crash and a similar issue where it appears the files are "recovered" but when I click "OK" nothing happens. I can't seem to find any .aid files in any recovery folders either. This is Illustrator 29.4. 

[Anubhav M]

Hello @Lea29193185i8kq,

Our team has made some improvements to file saving, which should also help with recovering files after a crash in the latest Illustrator (beta) release. Please try out the latest Illustrator (beta) (https://adobe.ly/4j4R7ka) and share your feedback.

Anubhav

[ma?gorzata_4541]

I worked on an illustrator file from the creative cloud, then I closed it & saved it. When I wanted to open it again by clicking the icon in recent files, a window popped out saying the file doesnt exist. After trying to open it for a couple of times, the file disappeared from the recent files. Moreover, it's nowhere to find on my disk nor creative cloud, althogh I thought it was at least once saved on the hard disk in the process. I worked on this file for several weeks, it was saved at least couple of times.. but In the RecoveryData folder there are only files ".aishm". Could you please help me to recover the file? I cannot understand what has happened.

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[Abhishek Rao]

Hi @Ma?gorzata\_4541,

I'm sorry to hear you're experiencing this issue. If Illustrator wasn't able to recover the file automatically, unfortunately, the file might be lost.

I understand this isn't the outcome you wanted, and I apologize for the inconvenience. Could you please confirm if the file was saved on a network drive, removable drive, or a cloud-synced folder like Google Drive or Dropbox? Sometimes saving files in these locations can cause corruption.

To help avoid this in the future, we recommend saving your work locally first and then manually copying it to your backup or cloud location. It's also a good idea to keep multiple local copies of your active work and save versions as cloud documents too.

If you have any more questions or need help, please don’t hesitate to reach out. We’re here for you!

Abhishek

[Ton Frederiks]

Hi @ma?gorzata_4541  If you saved it as a cloud document, it may be possible to download it from here:

https://www.adobe.com/files/

[JasonDavis]

I'm running version 29.4, but it hasn't worked in a while. Every time Illustrator crashes it only recovers to my last save point, it never recovers anything I haven't saved. 

• Automatically Save Recovery Data Every 2 Minutes - is turned on. I have changed the minutes it saves, and it doesn't help.
• Turn off Data Recovery for complex documents - is turned off. I have tried with it turned on, it doesn't help.
• My recovery file location is set to my local machine, not the network. 
• My files are saved to our local network, this didn't used to be a problem (worked fine 4 months ago).

I mostly hoping Adobe will roll out an update that fixes this issue, but in the meantime if someone has a suggestion, I'm open to it. 

Thanks,

[jane-e]

@JasonDavis 

I've moved your post from Creative Cloud desktop to the Adobe Illustrator forum.

Jane

[JasonDavis]

Thank You!

[Anubhav M]

Hello @JasonDavis,

Could you confirm the version of the OS installed and check if the problem occurs if you use a file located in a folder on your computer's hard drive, so I can better assist you?

Looking forward to hearing from you.

Anubhav

[JasonDavis]

Hello,

I'm on Windows 11 Pro, OS build 26100.3775. Unfortunately, due to my work flow, it's not feasable to save files to my local hard drive waiting for Illustrator to crash. 

[Valentin5C50]

Same problem here ... I made my peace with it and will start my work from scratch, but now every time I open Illustrator, I get this popup ... which is pretty annoying. How can I get rid of it ? I have restarted my computer already. 

[Juanmanwel]

v.29.5.1 the feature still failing in the recovery after a crash. It crashes a lot more now also.

[Monika Gause]

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@Juanmanwel  schrieb:

v.29.5.1 the feature still failing in the recovery after a crash. It crashes a lot more now also.

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Do not ever work in a way that you need to rely on the recovery function for your backup or even more serious your only version of a file.

Just save your files. Recovery is nice, but it will never work in a way that you can rely on it for a backup or a saving operation. 

[Allie29900581r7rz]

I see you writing this a lot on people's posts but, in fact, it can and DID used to work in a way that I could rely on it for a backup or saving operation - it worked perfectly this way for me for over 10 years and it still does in Photoshop and InDesign. I'm by no means saying people "should" work this way, but I'm saying it IS and WAS possible. Every time my program shut down unexpectedly, I could always rely on the programming opening back up in the exact way it was before shutting down, even if I had 15+ documents open at the time. If it could do this before, there's no reason we should be regressing on these features.

[hkb99]

Just had the exact same issue! Illustrator crashed, when I restarted the app, it recognized that I had lost my work and offered to recover my files. But clicking "Confirm" did nothing. 

Just lost a day's worth of work! I rechecked my settings, and auto-backup has been turned on.

Seeing that many other people have had this issue, I believe it isn't my issue. It is a shame such popular software has such a fundamental issue. I am extremely pissed off. 

[Monika Gause]

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@hkb99  schrieb:

and auto-backup has been turned on.

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There is no auto-backup in Illustrator.

There is the file recovery

and there is automatic saving for Cloud files only

File recovery is the icing on the cake if you are doing the rather basic file saving routine already:

- you are saving your files regularly (on your own)

- you are making backup copies regularly (on your own)

- you are having at least one backup on an external disk (or the cloud)

- you are using Time Machine or something similar

No application will reliably save your files or make backups. You have to do it or it won't happen.

[Sulthan27708962642m]

Illustrator has cool features, Adobe community is helping it improve faster day by day, and the developer team is working on it. However, there is a problem that I am facing without backup 

I have had an issue with "File Recovery" without recovering files.
Heh, maybe you don't get what I said, look bottom!

The recovery file won't open automatically after pressing "OK". also checked whether it does not opens automatically. I should open it manually from the saved location, but it is showing 0KB 'savinginprogress' and not opening. And I got noohhw after experiencing.

i am seeking help from Adobe community members. i attached the two images, i hope it will solve faster.

[Monika Gause]

The only thing you can do is save your files regularly.

And then also make backup copies regularly.

And also make backup copies on external harddisks.

And use backup software.

And when you are doing all of this, then the recovery feature is the icing on the cake. It was never meant to be your only file saving and backup solution.

[Jaden36692273ukcq]

So basically when I click the 'home' button at the top left corner of Illustrator and return to the file after a few seconds, the recent progress (unsaved, but usually switching to 'home' then returning to the file won't result in a file loss, right??)  of my file was gone, totally disappeared. This is a part of my school project and I felt frustrated because the recovery file can't be opened either. it is in some kind of '.aishm' format. Can anyone recover my file through .aishm? thanks. 

Link to the original .ai file and .aishm file: https://drive.google.com/drive/folders/1mysanT21TFqNB7tHHN8b7iXULhENHH8n?usp=sharing

[Monika Gause]

I hope that the Illustrator team can help.

But apart from that: since you are still learning, make it a habit to save your files regularly and make backups regularly. No application will reliably save your files for you. 

[Jaden36692273ukcq]

Absolutely, really learnt a lesson from this.

[Abhishek Rao]

Hi @Jaden36692273ukcq,

Thanks for sharing the details and the files. I completely understand how frustrating it must be to lose progress on an important school project. I'm currently checking this with the product team to see if there's a way to recover your .aishm file.

I'll get back to you with an update as soon as I hear from them.

Fingers crossed! Thanks for your patience in the meantime!

Abhishek