Illustrator crashed

New Here ,
Apr 27, 2022 Apr 27, 2022

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My illustrator crashed and I can't recover my cloud files.  I followed recovery instructions with no luck. Is there anything else I can try??? 

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Adobe Community Professional ,
Apr 27, 2022 Apr 27, 2022

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Hi i think you should check online in your cloud if nothing is there then sorry...regards

Ali Sajjad / Graphic Design Trainer / Freelancer / Adobe Certified Professional

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Adobe Community Professional ,
Apr 28, 2022 Apr 28, 2022

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Did you try to reveret to an older version of your cloud document online?

https://helpx.adobe.com/creative-cloud/help/open-revert-cloud-document-version.html

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Adobe Employee ,
Apr 28, 2022 Apr 28, 2022

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Hi @Jill242317980xr8,

 

We are sorry about the crashing. I know that's really frustrating.  I would request you to share a few details like:

  • The exact version of OS & Illustrator
  • Please submit the Crash Report by following the steps in this article when it happens next time: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html.
    While submitting the crash report, please use the same email address with which you are signed in on this community. This will help us find the crash report and help accordingly.
  • Did this happen with a specific Cloud Document or all?
  • Is it an Illustrator cloud document (AIC) or a saved file on the Creative Cloud files folder?
  • Did you get an error message, or what was the recovery message? Do you have a screenshot?
  • Are there any recent changes made to your system? For example, any antivirus, system updates, plugins, or web extensions installed recently.

 

Also, I would like to know if you were able to recover/ revert to an older version of the files as suggested by Ton?
Please try locating the files on https://assets.adobe.com/files for creative cloud files, and for Illustrator cloud documents, try locating them here (https://assets.adobe.com/cloud-documents). Additionally, check inside the delete folder as well and share your observation with us.

 

We will be looking forward to your response.

 

Thanks & Regards,

Anshul Saini

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