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App crashes after opening file

New Here ,
Mar 13, 2020

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Hi, I recently installed latest version of app and purchased subscription

 

When I try to open my work file

1. Message box with unknown error displayed

2. Then I try to select path made with brush from library 

3. app crashes.

 

I think it might be related with brushes library, because all logos with brushes from library look incorrect. I tried to uninstall app & install it again but nothing changed

 

Haha, I can't even attach  my .ai file, I've got message  "The contents of the attachment doesn't match its file type", but illustrator able to open it

 

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App crashes after opening file

New Here ,
Mar 13, 2020

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Hi, I recently installed latest version of app and purchased subscription

 

When I try to open my work file

1. Message box with unknown error displayed

2. Then I try to select path made with brush from library 

3. app crashes.

 

I think it might be related with brushes library, because all logos with brushes from library look incorrect. I tried to uninstall app & install it again but nothing changed

 

Haha, I can't even attach  my .ai file, I've got message  "The contents of the attachment doesn't match its file type", but illustrator able to open it

 

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Mar 13, 2020 0
New Here ,
Mar 13, 2020

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I also tryed to copy all content & paste it in new file. Completed with error s1.JPG

It means "Operation not completed because of unknown error"

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Mar 13, 2020 0
Adobe Employee ,
Mar 31, 2020

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Hi there,

 

Sorry to hear about your experience. Would you mind sharing some more details like:

1. Version of OS and Ilustrator.

2. Is it happening with a specific file or all?

3. Are files saved on network or local drive?

4. Have you tried resetting preferences? If not, please try doing that. Follow instructions on help article 

 https://helpx.adobe.com/illustrator/using/setting-preferences.html#setting_illustrator_preferences 

 

***Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article.
You may also upload the file on Creative Cloud (or any other cloud) and share the link here if that is not sensitive.

All this information will help us understand the issue better and work accordingly. Looking forward to your response.

 

Regards,

Ashutosh

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Mar 31, 2020 0
New Here ,
Apr 04, 2020

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Hi Ashutosh!

1. Windows 10 home edition 64bit version 1909 build 18363.720, Illustrator version 24.1.1 64bit

2. It happens with one and only specific file

3. All files saved on OneDrive network disk. Everything is fine with all other files

4. Yes, I tried to reset prefs, but nothing happened

 

Regads, Dmitry

 

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Apr 04, 2020 0
Adobe Employee ,
Apr 15, 2020

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Dmitry, thanks for providing all the details. Would you mind sharing the file with us if not sensitive? You can upload it to the Creative Cloud (or any other cloud service you prefer) and share the link with us. We'll try our best to fix it. Thanks!

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Apr 15, 2020 0
New Here ,
Apr 30, 2020

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Hi Ashutosh, please use this link to get my .ai file with errors

https://1drv.ms/u/s!AgJGGnce4SXgpkRbtxsQhGFYfHdz?e=jDmPpZ

this is OneDrive cloud service

first you'll see error messages than click, for example, on first image in third row and Illustrator will crash

 

Best regards, Dmitry

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Apr 30, 2020 0