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JW Marriott Jakarta
Participant
March 18, 2022
Question

Problem saving file. Stuck in save window

  • March 18, 2022
  • 4 replies
  • 6819 views

I have a problem with saving files in Illustrator. After entering in save window, the 'save' button is still gray in color and unclickable, the 'cancel' button is black but cannot click also. It's a problem when I create a new document because cannot be saved. Please help me...

    This topic has been closed for replies.

    4 replies

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    April 5, 2022

    Hi @JW Marriott Jakarta,

     

    We are glad to inform you that the save button greyed out/ unclickable issue has been addressed. We worked with Apple and addressed this issue with the latest macOS update, v12.3.1, released last week. I would request you to update and let us know if the issue still persists.

     

    Regards,

    Anshul Saini

    S
    Savenia Melinda
    Participant
    January 17, 2023

    Pardon for jumping in, i'm also having the same problem with my MacOS monterey 12.3. I just updated my illustrator yesterday and today i can not save ai file on my laptop (i could save in creative cloud but i need my file to be packaged).

    Is this issue can be solve by updating OS? Thank you, any reply would be very helpful cause i'm in a very tight deadline.

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    January 19, 2023

    Hi @Savenia Melinda,

     

    Thanks for reaching out. There was a known issue of the save button greyed out on save windows with macOS, which got fixed in v12.3.1. Also, in the newer versions of Illustrator, the default save location is the cloud which can be changed from the Illustrator Preferences > File handling > Default file location: On your computer.

     

    Let us know how it goes!

     

    Thanks,

    Anshul Saini

    Anshul_Saini
    Community Manager
    Anshul_SainiCommunity Manager
    Community Manager
    March 18, 2022

    Hi @JW Marriott Jakarta,

    We are sorry for the trouble. We have logged a bug with the Product team, and they have started investigating the issue.

    It seems the issue started right after the release of the macOS Monterey v12.3, as it is happening with the new & older version of Illustrator.

     

    I would request you to please upvote this UserVoice (https://illustrator.uservoice.com/forums/601447-illustrator-desktop-bugs/suggestions/44917468-can-t-... if not done already. By doing this, you will keep getting updates on the issue.

    Also, we checked on multiple Mac machines running macOS Monterey v12.3 and were unable to replicate the issue.

    We checked with multiple users on a remote session, and installing an older version also didn't help.

    One user reached out to us, and uninstalling the whole creative cloud resolved the issue for him. However, it is not an ideal or recommended resolution.

    I would request you to please share a few details it would really help us investigate the issue:

    • Please confirm you are running macOS Monterey v12.3
    • Please confirm the exact Illustrator version you are using
    • Please confirm that the save option is greyed out and is unclickable (Share a screenshot if possible)
    • Where are you trying to save the files? (Please mention the location or destination folder name)
    • Share the SPX file from MAC (Most Important):
      Click on Apple Icon > About this Mac > System Report
      This will launch the System Profiler
      Then Click File > Save > Save in Creative Cloud Files or anywhere you like.
      Then open https://assets.adobe.com/files if saved on the Creative Cloud folder.
      Click on three dots next to spx file > Share > Copy Link and paste the download/ copy link here.

     

    We will be looking forward to your response.

     

    Regards,

    Anshul Saini

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    March 18, 2022

    Monterey 12.3?

    Please check out: https://community.adobe.com/t5/illustrator-discussions/cannot-save-on-macos-12-3/m-p/12820262#M314182

    Mylenium
    Mylenium
    Legend
    March 18, 2022

    Without any system info and critical details such a save locations we can't really tell you much. Typically, though, such issues come down to permissions issues on the file location itself or the temp folders used by Adobe apps, so start by checking this.

     

    Mylenium

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