Failure to log in my AI app on i-pad (but log in successfully on desktop version)

[wai ying]

My Adobe Illustrator (The Ipad App version) has got 'sync error'. I have tried to log out my account and then I failed to log in my account on the ipad app (desktop is okay). 

I really don't know what to do. Please kindly help, thanks!

[Anshul_Saini]

Hi @wai ying,

Sorry for the delayed response. I checked you are subscription is under your Google social account, and you have purchased the app through App Store.

Would you mind updating/ reinstalling the app to the latest version and iPad OS as well, if not already done? Also, while logging in, use the Google social account to sign in Illustrator app on the iPad.

Kindly update the discussion if you still need assistance with it. We'd be happy to help.

Thanks,
Anshul Saini

[Anshul_Saini]

Hi @wai ying,

I accidentally deleted your latest comment regarding if your files will be kept or removed after reinstalling the app.

You can check the files at (https://assets.adobe.com/cloud-documents). If all your files are synced to Creative Cloud will show up here. However, if the files are not showing up on the assets website, then reinstalling the app will lead to data being permanently lost.

Please feel free to reach out if you run into any other questions or issues.

Thanks,
Anshul Saini