png won't show up on illustrator + unknown error occured (parm)

[sun-q_4996]

I'm trying to open PNG filed directly through illustrator by rightclicking the png file and opening them on illustrator, but I keep getting the "unknown error occured (PARM)."

Plus when I just open an empty illustrator file and try to drag png files on there they don't show up. Only a blank "frame" (with the control points at the corners, nothing else) shows up without the contents.

How do I fix this?

[sun-q_4996]

btw I've already tried renaming the "Extensions" folder to "old_Extensions" in the program files

as well as renaming the "UXP folder" to "00UXP" (i found this on youtube)

but still nothing works

[Ton Frederiks]

Is it a specific PNG or all PNG's?

Did you try to resave the PNG in Photoshop?

[sun-q_4996]

all PNGs.

I've even opened the png in photoshop and it was fine.

But when i saved it as a png on photoshop and opened the new png file again in Illustrator, same problem occurs.

[Ton Frederiks]

And if you use File > Place instead of Open or drag in Illustrator?

[sun-q_4996]

same problem, I tried everything

[Ton Frederiks]

Restarting your machine or resetting Preferences can sometimes help.

If that does not work, can you share a problem png file?

[sun-q_4996]

here are some example PNG files I've used

I've restarted my laptop and restted the preferences multiple times

[Ton Frederiks]

No problem here with these files. Which Illustrator version do you use?

Maybe you could contact Adobe Support, they can have a look at your configuration.

If you use this, ask for an Agent:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

[sun-q_4996]

I'm using the most recent one on creative cloud.

Hmmmm okay will try that

[sun-q_4996]

hmmm what if we don't know what administrator to contact?

Is there a work around?

[sun-q_4996]

just noticed that not only PNGs but also JPGs wont open in illustrator

[Pariah Burke]

Try PLACING them into an Illustrator document instead of OPENING them in Illustrator.

[sun-q_4996]

as I've mentioned above I've already tried it and same problem occurs.

[Anubhav M]

Hello @sun-q_4996,

I am sorry to hear about your experience. Would you mind updating Illustrator to the latest version, 28.7.1, and checking if it helps? If the problem persists, try resetting Illustrator's preferences as described in this article (https://adobe.ly/3ARkeqV) and sharing your observations.

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders, the location of which is mentioned above.


Looking forward to hearing from you.

Thanks,

Anubhav

[sun-q_4996]

Hello, thanks for reaching out.

I've updated Illustrator to 28.7.1 but nothing changed.

I've also resetted illustrator preferences but it still doesnt change anything 😞

[Pariah Burke]

Maybe it's time you called Adobe Technical Support.

[sun-q_4996]

I want to but i can't find the place to talk to a real person.

All I can see is an AI generated chat or the thing i posted above.

[Pariah Burke]

Yeah, I see what you mean. You're entitled to telephone support, but I can't seem to find a tech support phone number anywhere on Adobe.com any more.

[Anubhav M]

Hello @sun-q_4996,

It seems you have an Enterprise account. To get help, contact your admin by following the steps shared here: https://adobe.ly/3XwV6OR

If you're the admin, you can get help here: https://adobe.ly/3yW61sg

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

Thanks,
Anubhav

[Pariah Burke]

How are you saving in Photoshop? Try File > Export > Save for Web Legacy.

Photoshop will sometimes open a file that isn't a PNG but has been given a PNG file extension without complaining. Illustrator may not like it.