Opening files in illustrator iPad to find them blank

Report · Nov 30, 2022

Hi I'm relatively new to illustrator for iPad (but not desktop) and am having some issues opening my files. Several strange things are happening:

1. Opening my file stored in the cloud and the page is blank. If I zoom out the entire screen will be background grey and it will say Arthoard 1. But the actual art board (is, the edges) are not visible, nor is the content. All the layers are set to be visible and checking/unchecking them does not have any effect. Changing view mode to outline suddenly the art board appears and my file content is still there but reverting back to Preview mode has no effect. It stays in Outline. It's completely unworkable as I cannot select any objects from any layer. Zooming in or out has not effect.

2. to check if the issue is in any of my other files I open anothe, find them to be normal so go back to my original file. Which now opens and shows the content from the other file (ie, file 1 shows title of file 1 but content of file 2).

Im running the most recent version of illustrator and the iPad is fully updated 16.1,1. I have nearly 80gb of free storage and just don't understand why it's so glitchy and I can't work at all.

please help!

Report · Nov 30, 2022

Adding extra screenshots.
Im worried that all my zooming in/out turning layers on/off is having some effect but I can't see it happening so it's potentially undoing my work 😕

Report · Nov 30, 2022

Can you close the files and then close the app and then try and fully reboot the iPad? Turn it off and then reboot it.

Does that work?

Report · Nov 30, 2022

If you need individual support, please contact Customer Care. https://helpx.adobe.com/contact.html

Report · Nov 30, 2022

Hi Monika

Im not sure why it posted only my email signature not the message, please delete if you can!

Following the steps outlined above does not work, but does show up a new weird thing - see screenshot where everything is black. The drawing is black lines on white. Very confused! Anything else I can try?

thanks

Report · Nov 30, 2022

Unfortunately I cannot delete your signature, but I have already alerted moderators.

What you are seeing is really weird and I don't know what to do about it. Maybe @Anshul_Saini can help? Or maybe you could contact Customer Care https://helpx.adobe.com/contact.html The iPad is somewhat a closed box unfortunately

Report · Dec 05, 2022

Hi @Victoria273685333dgc,

Thanks for contacting our technical support. I hope the issue is resolved. If not, would you mind sharing the public link to Ai cloud documents here or via DM with me for further investigation?

̌̌Kindly update the discussion if you still need assistance with it or contact our technical support directly. We'd be happy to help.

Thanks,

Anshul Saini

Report · Dec 09, 2022

Hi Anshul

here is a link to the file

https://assets.adobe.com/id/urn:aaid:sc:EU:42e67409-7fec-4539-81ee-664c754e41a8?view=difile

Have shared with adobe directly but it has been over a week and no progress has been made. The bottom layer (photo) is being traced but is not part of the final image. All the other layers should be viewable. As the file is relatively new and not particularly complex yet, I don't understand why illustrator is not working. It isnt crashing, it is responsive when you try to zoom in or out or changes tools. it's just the artboard is not actually visible and therefore nothing is editable!

I have seen this same issue reported in 2020 in the adobe community but couldnt find any advice on resolving it. Could it be something simple like the placed image is from my iCloud account? It really feels as if the issue here is a bug or glitch not an issue with my actual creative (which is a fairly simple black line drawing).

I am running latest iOS and software for 7th gen iPad, illustrator etc. have tonnes of free storage. Have also deleted and reinstalled the software to no effect.

Any help appreciated!

Report · Dec 15, 2022

Thanks for sharing the file and being patient, @Victoria273685333dgc. This file had a defective layer, and deleting it resolved the issue.

Here is the link to the fixed file: https://assets.adobe.com/id/urn:aaid:sc:AP:1557f086-aff7-40d8-9623-2d19c9c7f69d?view=difile

Please feel free to reach out if you need further assistance or have more files with a similar issue. I will try my best to fix them.

Thanks,

Anshul Saini