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johnw86914188
Participating Frequently
September 12, 2022
Answered

Illustrator 25.4.8, unable to open png files since updating.

  • September 12, 2022
  • 4 replies
  • 3172 views

Since I updated to the latest version of Illustrator (25.4.8) yesterday that will run on my Mac OS I can no longer open PNG files. If I choose 'open' I can see the files I want but pressing 'open', nothing happens. I've restarted the app and my Mac, no difference. My normal workflow is to screenshot reference images and leave them on my desktop, then just open in Illustrator. Now I have to convert the PNG to a PDF to be able to open it. Any ideas why?

    Correct answer Ton Frederiks

    If you have 25.4.8 try to go back to the previous version 25.4.7

    In the CC app, choose Apps, click the 3 dots to the right of Illustrator.

    select the Other versions option. 

    4 replies

    erinlink
    erinlink
    Participant
    October 5, 2022

    Did you find a solution to this? My illustrator forced an update on me today and I'm now having the same issue—no PNG files will open. I've tried digging into the settings—nothing. 

     

    Appreciate any insights you might have for this. 

    Erin

    Ton Frederiks
    Community Expert
    Ton FrederiksCommunity ExpertCorrect answer
    Community Expert
    October 6, 2022

    If you have 25.4.8 try to go back to the previous version 25.4.7

    In the CC app, choose Apps, click the 3 dots to the right of Illustrator.

    select the Other versions option. 

      R
      ryanr54145691
      Participant
      December 8, 2022

      Nope. I did a long session with support and they refused to provide anything older than 26. I explained my situation but they held firm. The claim the older versions "no longer exist". I've requested a phone call with a senior tech. 


      That is frustrating. They provided me v25.0 after they tried to drag and drop a png. 

      Anubhav M
      Community Manager
      Anubhav MCommunity Manager
      Community Manager
      September 12, 2022

      Hello johnw86914188,

       

      Sorry to hear about this experience. I hope the suggestions shared by Marliton helped resolve the problem. If not, kindly try resetting Illustrator's preferences by following the steps shared in this article (https://helpx.adobe.com/illustrator/kb/troubleshoot-preference-issues.html) and sharing your observations.
      Disclaimer: Please note that resetting preferences will remove all custom settings, and Illustrator will launch with the defaults. You may take a backup of these settings from the location mentioned in the article. 

      Looking forward to hearing from you.


      Thanks,
      Anubhav

      J
      johnw86914188Author
      Participating Frequently
      September 12, 2022

      That link gives me a page not found error

      marliton
      Community Expert
      marlitonCommunity Expert
      Community Expert
      September 12, 2022

      Hi. Try this link: https://helpx.adobe.com/illustrator/user-guide.html/no/illustrator/using/setting-preferences.ug.html

       

      Marlon Ceballos
      Ton Frederiks
      Community Expert
      Ton FrederiksCommunity Expert
      Community Expert
      September 12, 2022

      You can try to downgrade to 25.4.7

        marliton
        Community Expert
        marlitonCommunity Expert
        Community Expert
        September 12, 2022

        Hi. The latest Illustrator version today is 26.5: https://helpx.adobe.com/illustrator/using/whats-new.html Please update and check if the issue is fixed.

         

        Marlon Ceballos
        J
        johnw86914188Author
        Participating Frequently
        September 12, 2022

        26.4.1 won't run under OS Mojave, I am using to most up to date version for Mojave

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