Illustrator not working over Private Internet Access VPN.

[sarahe57679212]

I think I may be having a similar problem, but I'm on a mac and I believe this answer is for a PC? Is there a solution for a Mac?

[Bani Verma]

(Branched out as a new discussion)

Hi Sarahe57679212,

In order to help you better, we need to know little more details about the issue you are facing?

Do you see any error messages or codes when you try to update your CC apps?

Are you unable to update the CC Desktop app or the individual CC apps?

Which version of the Mac operating system you are using?

Do you have any anti-virus, internet security software or system optimizer software installed on your machine? These apps can cause the Creative Cloud desktop app to stop working, especially a system optimizer software. I would request you to turn off these apps for the time being and try the update again.

Awaiting your response.

[sarahe57679212]

Hi! No, I don't get any error messages. I'm running 10.13.4.

My issue is more related to using the app when using a VPN connection. I work at home some and at work I have no trouble using the files and apps. When I work at home and use the VPN connection, Illustrator barely works, if at all. But as soon as I turn off the VPN connection, everything works fine. I just get the pinwheel for a very long time or Illustrator crashes all together. Often I can't even force quit, I have to hard restart.

This is a work computer, so I'm not sure I'm able to turn off any anti-virus or security software. I can try, is there a specific app I should look for?

[Bani Verma]

Thanks for the additional information, it seems to be a performance issue with Illustrator CC hence I am moving this thread to the right community as experts there will be able to help you out best.

Moving to Illustrator

[Kevin Stohlmeyer]

I would contact your IT department to make sure your computer VPN and other items are set correctly.

Another way you could tell if it is affecting other apps is to check Activity Monitor and see the CPUs or Memory usage if there is a leak somewhere.

Are you accessing files via the VPN to your local Illustrator?

I use VPN a lot to connect to work and have not experienced this issue on my Mac.

[sarahe57679212]

I have contacted my IT department, but this isn't an issue I have with any other software other than Adobe CC.

Yes, I'm trying to open files from a server in my local Illustrator. I've even copied the files to my desktop, disconnected from the VPN, work on the files, then copy back. But, some of these files are large and it's not efficient, it takes forever.

[meganchi]

Could it be slow internet traffic or slow broadband, or possibly that your router can't handle the data?

[Kevin Stohlmeyer]

Working on large files across a VPN is always going to cause latency issues.

Thats is probably the worst way to work.

If they are too big to transfer to local then you should have no expectationa that they would be any faster via remote connection.

[sarahe57679212 · Accepted solution]

I had IT check my internet speed and it was decent.

I think I found a solution on another forum that I thought I'd share here in case anyone else stumbles upon this post. Here's what I did:

Illustrator>Preferences>File Handling & Clipboard>Change Number of recent files to display to "0"

I've been working for a bit this morning and I already see a huge difference.