"The operation cannot complete because of an unknown error. [CANT]" while Image Tracing on Windows

[Miftahul Islam]

Hi,

I am Abir. About two days ago I inastalled a trial vertion of Adobe Illustrator.But after two days I can't able to trace any image.When I click on "Image Trace" a dialogue box pops up saying "The operation cannot complete because of an unknown error.  [CANT]" 

I don't know why I am having this problem but I hope I will get some help from you.

please tell me how I solve this problem.

Thank you! 

{Renamed by MOD}

[Peru Bob]

I've moved this from the poorly named Community Help forum (which is the forum for issues using the forums) to the Illustrator forum so that proper help can be offered.

[Monika Gause]

This image is probably too large for tracing.

You won't get "better quality" when tracing a photo.

[Miftahul Islam]

No! It happens on every image. I can't trace any image right now.

[Monika Gause]

Please tell us which system this is.

Also: how much free RAM on the machine?

Did you already restart the computer?

Or reset the preferences?

[Ashutosh_Mishra · Accepted solution]

Hi Abir,

Sorry to hear about your experience. I hope your issue is resolved. We'd appreciate if you can share the solution so that other users can get help as well.

If it is not, apart from details asked by Monika, would you mind sharing more information about your workflow? You may share a small video of the workflow so that we can understand the issue better.

You may try resetting the preferences by following the steps below:

For MAC 

• Close all Adobe applications. 
• Go to locations 
• ~/Library/Caches 
• ~/Library/Application Support/Adobe 
• ~/Library/Preferences 
• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 24 Settings.old 
• Launch Illustrator from the Creative Cloud. 

For Windows 

• Close all Adobe applications. 
• Go to Location C:\Users\user\AppData\Roaming\Adobe 
• Rename  Adobe Illustrator and Adobe Illustrator 24 Settings folders to Adobe Illustrator.old and Adobe Illustrator 24 Settings.old 
• Launch Illustrator from the Creative Cloud. 

**Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. This way all your old settings will be saved in .old folders and Illustrator will recreate new folders with default settings.

Let us know if it helps. Looking forward to your response.

Regards,

Ashutosh

[Miftahul Islam]

Thanks for your help!

[bag man]

I have tried every suggestion in this thread and I am still not able to get Illustrator to Live Trace anything. I get the same error message.

[default0vmc3ghlxiit]

Same, and this only JUST started happening to me about 2 weeks ago.

[sarah.andrews87]

Ugh, this just started for me. I used it 4 hours ago, and now nothing, even the tiniest image won't trace. DId you resolve?

[sarah.andrews87]

@bag man @default0vmc3ghlxiit  Did either of you resolve the sitution? thanks 

[bag man]

No, I just gave up and drew it by hand in Illustrator. It's too bad, because that was a very handy tool.

[mollypeach12]

This just started happening to me as well this week.

[Christie29374107ozdc]

Same here! What is going on?!?!?!?!

[Miklad]

Same here today. Gutted!

[Anshul_Saini]

Hi @Miklad @Christie29374107ozdc @mollypeach12 @bag man @sarah.andrews87 @default0vmc3ghlxiit,

I understand your frustrations with encountering the error "The operation cannot complete because of an unknown error. [CANT]" while using Image Trace. 

I would like to mention that this issue was identified in Adobe Illustrator version 27.3, but it has been addressed in the later versions.

If you are still experiencing the same issue, I recommend checking the version of Adobe Illustrator you are using and ensuring that you have updated to the latest version, i.e., v27.4.1. If you are already using version 27.4.1, I would suggest sharing a sample image and the Illustrator file that you are trying to perform Image Tracing on with me for further investigation.

I understand that this issue has caused inconvenience and disappointment, as Image Tracing is a useful tool in Illustrator. Please rest assured that we will actively work to address and resolve any software issues, and your feedback is valuable in helping improve the product.

Thank you for your patience and understanding.

Best,

Anshul

[Francisca29505877igq3]

It happend to me too, and its not the image's problem, i even change it to jpg then back to png, did a screenshot, I updated the app and it still doesnt work. It happens with different pictures so i dont know what the solution may be.

[Anshul_Saini]

Hi @Francisca29505877igq3,

I understand that you are facing issues with Image Trace in Adobe Illustrator, even after testing with a different extension. Several users have reported this, and we are currently investigating the issue.

Please share the images in which you are getting this error with me so I can check, and I will forward them to the product team for further investigation. Also, please confirm if you are on macOS Catalina.

I will be looking forward to your response.

Best,

Anshul

[KMG29980569f13b]

Hi Anshul..

Also me the same problem. Grand Crisis. Please keep me updated.

Thank you.

Marcus

[KMG29980569f13b]

On PC WIN 11

Illustrator 25.5

[Kim30005150b7ji]

After many tries I finally got mine to work on a simple logo.

Open the png

Under the "Object" drop down list, click on "Rasterize"

In the Rasterize dialog box, click on "Use Document Raster Effects Resolution"

Now go to Image Trace

[Shimmergloom21]

I am having the same issue with Ai. Image trace is not working.

"An unknown error occured.

Click MORE INFO and try some of the solutions to fix the issue."

after this the image dissapears and I have to undo the action to see it again. Here is a link to the image I am trying to trace: https://assets.adobe.com/id/urn:aaid:sc:US:c085717f-0692-4d6e-9932-4aec1a9287c9?view=published

[Shimmergloom21]

And I have gone through all the suggested resetting, renaming, even uninstalling and reinstalling Ai. still no change. 

[Anshul_Saini]

Hi @Shimmergloom21,

Thanks for reaching out. I'm sorry to hear that you're having trouble with Image Trace. The team is aware of the issue and currently investigating the issue.

The product team is currently investigating the issue and has requested additional information:

• Your system specs (e.g., operating system, processor, memory, graphics card)
• The exact version of Illustrator you're using
• The exact version of your OS & its build no.

Thanks for your patience and understanding.

Best,

Anshul Saini

[Shimmergloom21]

System specs: iMac (27" late 2012), macOS Catalina Version 10.15.7, 3.4 GHz Quad -Core Intel Corei7, 32GB 1600 MHz DDR3, NVIDIA GeForce GTX 680MX 2GB.

Illustrator 27.5 then I installed 27.2 as I read this might fix things, which it did not.

Where can I find the exact version of my OS and build number?