Inspiring

Answered

Illustrator files disappeared after installing new version / unistalling old version of illustrator

Forum|Forum|6 years ago
November 26, 2019
8 replies
5201 views

Can someone please help!? I recently installed the newest version of illustrator. Everything was working ok...for some reason though, when I did the update...I now had two versions of Illustrator on my computer. Everything was working fine...UNTIL I decided to uninstall the older version of Illustrator. Cause why would I need two version on my computer, right??

As soon as I unistalled the old version, All my Illustrator files on my computer disapeared!!! They are nowhere to be found on my computer!! ALSO...if I try to save a file in .ai format it will not show up on my computer!! WTH....BUT...if I save as a pdf or other format, THEN it does show up on my computer???

Can someone please help to shed some light on this issue...it is really strange and I am worried all my ai files have been vaporized into thin air.

thank for your time!

Joseph

This topic has been closed for replies.

Correct answer 1980joey

I contacted support. They fixed the problem by taking over my computer. They were very quick and helpful!

So somehow my illustrator files were hiding because of a setting that converted my .ai files to appear as photoshop files. BUT, I what's wierd is the files didn't even appear as photoshop files. They just dissapeared.

The tech support was able to identify the problem right away and adjust the settings. Thank goodness for adobe support!

leahr45069977

Inspiring

I'm having the same problem - files are completely missing from their homes and don't show up when I search by file type.

Disappeared after updating the Ai app and removing the old version through the CC portal.

I'm on a deadline, so any resolutions would be appreciated!

No more questions, please. The situation is spelled out exactly in this post.

Monika Gause

Community Expert

If you want a quick answer or be noticed at all then the worst thing to do is post in an old thread.

As to your question: Exactly where did yousave exactly what? So what is missing? AI files? Brushes or other libraries?

AIC (Cloud files)?

E

evavezz

Participant

I have the same problem and the Adobe support told me they can't do anything!!! Even if I showed them this thread and they said that they can't rely to this because it's from a user and not adobe support
THAT'S CRAZY. Thank you adobe for not letting me in my files.

Monika Gause

Community Expert

So you did exactly what?

Ton Frederiks

Community Expert

Good to hear that Adobe support could fix your problem so quickly!

But I am curious to know what setting they changed to fix it.

That may help others with your problem.

1

1980joeyAuthor

Inspiring

I wish I could tell you. I asked the tech support to show me what they did. But after they adjusted the setting, they were no longer able to demonstrate what they did.

If anything like this ever happens, I would defenitly recomend calling support. They are very fast and helpful.

T

Test Screen Name

Legend

This is strange indeed. I suggest this idea. Make a new folder. Save a big AI file to it. Do you see the file? Ok, now do a Get Info on the folder. What size does it show? 0, or a respectable size including the (invisible) AI File?

1

1980joeyAuthor

Inspiring

I contacted support. They fixed the problem by taking over my computer. They were very quick and helpful!

So somehow my illustrator files were hiding because of a setting that converted my .ai files to appear as photoshop files. BUT, what's wierd is the files didn't even appear as photoshop files. They just dissapeared.

The tech support was able to identify the problem right away and adjust the settings. Thank goodness for adobe support!

D

defaultrzficnajwp6d

Participant

What number did you call? I have been leaving messages for over two weeks. No one calls back. I have been work a bit with someone on line from adobe but, it's like playing battleship. Nope that did not work. I need someone to help like you recieved.

thanks

Ton Frederiks

Community Expert

Did you use the uninstaller from Adobe, like "Uninstall Adobe Illustrator 2019" or another utility?

Did you contact Adobe support?

1

1980joeyAuthorCorrect answer

Inspiring

I contacted support. They fixed the problem by taking over my computer. They were very quick and helpful!

So somehow my illustrator files were hiding because of a setting that converted my .ai files to appear as photoshop files. BUT, I what's wierd is the files didn't even appear as photoshop files. They just dissapeared.

The tech support was able to identify the problem right away and adjust the settings. Thank goodness for adobe support!

R

radhikan82884504

Participant

Hey! I am facing the same issue and the tech support is really unable to help! So sad to hear that they simply said contact your hard drive manufacturer!!! Ridiculous! Could you please help me understand how did they solve it?!

T

Test Screen Name

Legend

You shouldn’t need to search. Exactly where were you saving the files? Look there. If you don’t know where you’re saving you’re sure to lose stuff.

1

1980joeyAuthor

Inspiring

I wouldn’t need to search if there were any files where they were before: desktop, in folders, etc. I’m talking about 100’s of files throughout my computer. There are no .ai files ANYWHERE.
Also did you read the part where I stayed I ALSO CAN’T SAVE ANYTHING as an .ai file? I can save as .ai, but it doesn’t show up where I save it! The files I save only appear if I save them as pdf or eps. ITS SO STRANGE:/

Sent from my iPhone

marliton

Community Expert

Hi. Maybe the .ai files were linked with the Illustrator version that you removed and now you can see the icon of the correct file. You can try making the associate of the .ai extension with the Illustrator version that you keep. Or remove that version and reinstall again.

Marlon Ceballos

Monika Gause

Community Expert

Where did you save those files? They should not get deleted when you delete the old version. Did you also update the system? Recent Mac OS updates could indeed erase files.

About saving those files: the most recent version 24.0.1 should correct that.

1

1980joeyAuthor

Inspiring

I have many illustrator files saved on computer(which is a PC / using windows 10). I did not do any recent updates on my PC. Anywhere I go to look for an .ai file, they are NOWHERE to be found. Not in a folders, desktop, nowhere:(

Yes, the version 24.0.1 is the version I just installed. I tried reinstalling the old version and restarting my computer...still no files.

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