Illustrator 2024 (28.7.1) unable to find plugin or read linked .psd or .jpg files

[theresa_1404]

I am running Illustrator 2024 (28.7.1) on Mac OS (14.6.1 (23G93)). When I open an Illustrator file where I have placed images that are linked (jpg's and Photoshop files) I get error messages that state something like the following:

"Cuold not find a plug-in to read the linked file "xxxxx.psd". Choose Replace to select another file or ignore to leave the link unchanged."

"Illustrator could not read the link "xxxxxx.jpg". Click "Replace" to select another link or Click "Ignore" to open the file without changing this link."

If I choose to "Ignore" and then try to re-link the file, I get similar errors. I also cannot link new files. The dialog box opens to select a new file to link with .psd and .jpg files available to choose, but then I get an error after trying to link them.

I have Photoshop installed on my machine, and I certainly can open .jpg's with a variety of programs. I just updated both Illustrator and Photoshop to the most recent versions. It's been a little bit since I've opened these kinds of files on this computer (it works fine on my work desktop), so I'm not sure when this probem started occuring, I just know I haven't had this problem in the past.

All of the help articles I've found so far seem to refer to a plugin issue that people are having such that Illustrator crashes when it opens, or a Windows version, or 3rd party plugins. I have no third party plugins installed and everything I have used to create these files is native to Adobe Illustrator or Photoshop. I would appreciate if someone could please help me resolve this issue. Thank you.

[Anubhav M]

Hello @theresa_1404,

I am sorry to hear about your experience. Would you mind trying the following steps and checking if they help:

• Close all Adobe applications
• Remove Illustrator and Photoshop using the Creative Cloud Cleaner Tool (https://adobe.ly/4elmDIK)
• Reinstall the applications using the Creative Cloud Desktop application (https://adobe.ly/4erOsiv)
• Relaunch Illustrator

If the problem persists, kindly share a sample file, and a screenshot of the error message, so we can check it on our end.

Looking forward to hearing from you.

Thanks,

Anubhav

[theresa_1404]

Greetings,

I followed all the instructions, and I still have the same error:



I tried to include an illutrator file and the linked files, but it told me the file size is too large. How should I send them to you?

The log file has also been uploaded that was generated in before the cleaning process: AdobeLogs_20240921_141226_668-mac-GS.zxp

Please advise.

Thank you,

~Theresa

[theresa_1404]

[Anubhav M]

Hello @theresa_1404,

Thanks for confirming. It seems that the files/links are corrupted. Would you mind replacing them to check if it helps?

Looking forward to hearing from you.

Thanks,

Anubhav

[theresa_1404]

Hi,

I have tried re-placing the links and that does not work. I get error messages like this:

I get the same error message for .jpg. Yes, photoshop is also newly installed. I have tried opening multiple files that have links in them and always get the same original error. So it is not something that is true for just one link or just one file. From what I can tell it is true for all links and all files.

So I need another solution please.

Thank you,

~Theresa

[Anubhav M]

Hello @theresa_1404,

Thanks for confirming. Kindly share a public link to a sample AI file with linked files after uploading it to Dropbox/Google Drive/etc., so we can check it on our end.

Looking forward to hearing from you.

Thanks,

Anubhav

[theresa_1404]

Hi,

Here is the link to the file: https://www.dropbox.com/scl/fi/5nrkfryapxy0vimuz2ytb/Monkey-Frontiers-Figs_v10.ai?rlkey=aqz5vb9l92ub...

And here is the link to a zipped version of all the linked files: https://www.dropbox.com/scl/fi/4li5hkapg84w7qky87tcj/linked-ai-files.zip?rlkey=zio9nbkmnu9n0tjizznm1...

Please let me know when you have them, as I would prefer not to leave them public.

Thank you,

~Theresa

[Anubhav M]

Hello @theresa_1404,

Thanks for sharing the files. Kindly allow me some time to check this with the team.

Anubhav

[Anubhav M]

Hello @theresa_1404,

Sorry for the delayed response. It seems the files were not uploaded to Dropbox correctly. Would you mind re-uploading the files and sharing the link so I can try to check it on my end?

Looking forward to hearing from you.

Thanks,

Anubhav

[theresa_1404]

Hi Anubhav,

I have placed the .ai file and the linked folder in a brand new folder and am now sharing the link to that directly with you: https://www.dropbox.com/scl/fo/54ro5lae5a06wf4v92fzk/APr6b8XZrZgBlqKbPUdqlpE?rlkey=oo6e0gupll4nz8vyh...

Please let me know if you are able to download it.

Best,

~Theresa

[Anubhav M]

Hello @theresa_1404,

Thanks for sharing the updated link. Your linked files contain 2 PSD files, which are 0KB in size. Is it possible that the linked files are corrupted? Also, are you using iCloud Drive on your computer and enabling the Optimize Mac Storage option? If yes, try control-clicking your files, choosing the Keep Downloaded/Download Now option, and trying to relink to see if it helps.


Looking forward to hearing from you.

Thanks,

Anubhav

[theresa_1404]

Hi. I have copy-pasted the entire, unzipped "linked ai files" folder into the folder that I shared. All files open and have appropriate file sizes. Hopefully that now works. (I don't use iCloud drive so that's not the issue, but I think I know what happened so hopefully this works now.) Please let me know.

[Anubhav M]

Hello @theresa_1404,

I have sent you a DM. Kindly check.

Anubhav