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Illustrator Pantone Connect Survey Issue

New Here ,
Jun 13, 2024 Jun 13, 2024

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I'm having an issue where Pantone Connect is stuck in this loop that I cannot move past. It was working just fine until out of the blue this survey popped up. No answer gets me past this screen and instead I'm given an error message that says "Personal Information Update Failed". (See attached screen grab)

 

I've closed the app, restarted the computer, turned the computer fully off then back on again. I've tried uninstalling the Pantone Connect plugin AND uninstalling Illustrator, then turning my computer off then back on again, reinstalling both and I'm still stuck here. 

 

Has anyone else come across this issue?

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Adobe
Adobe Employee ,
Jun 13, 2024 Jun 13, 2024

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Hello @John36453658yvmt,

Thanks for reaching out. Would you mind contacting Pantone's support team (https://adobe.ly/4eluPtg) to check if it helps? Also, try removing and reinstalling the plugin and sharing your observations.

Looking forward to hearing from you.

 

Thanks,

Anubhav

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New Here ,
Jun 13, 2024 Jun 13, 2024

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Hello Anubhav, 

I did try removing and reinstalling the plugin and that did not help. I still got the same error message. 

What's even more strange is that Pantone Connect is currently working for me in Photoshop, just not Illustrator.

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Adobe Employee ,
Jun 29, 2024 Jun 29, 2024

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Hello @John36453658yvmt,

I'm sorry for not getting back to you sooner. I hope the problem is resolved by now. If not, kindly try running Illustrator under a different administrator account (Windows / macOS) to check if it helps. If not, you must get it checked with Pantone's support team.

Feel free to reach out if you have more questions or need assistance. We'd be happy to help.

 

Thanks,
Anubhav

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