Can’t open or download Illustrator cloud document

New Here ,
Nov 02, 2020

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Hi,

 

I have been working on a file on my Mac for a few hours. I keep it open and browsed the web looking for mockups. My Mac suddenly crashed and restarted. After that I tried to open the file I was working on but it wouldn't open. I tried to open it on the Illustrator for iPad - it won't open. I tried downloading the file from Cloud Documents but every time an error appears (download won't finish). I even went through file history and changed the file version the one from 2 days ago - still not working 😞

 

It's just this one file - the rest is working fine. It was quite big but still 😞

 

Is the any hope to recover my work???? 😞

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Bug, Performance

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1 Correct Answer

Adobe Employee , Dec 29, 2020
Srishti Bali Adobe Employee , Dec 29, 2020
Hi there,    Sorry to hear about this trouble. I am hopful that the issue is resolved by now. If not, I would request if you could share the document with us. Go to https://assets.adobe.com/cloud-documents, click on the three dots next to your file and click Get link.      Regards, Srishti

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Explorer ,
Dec 03, 2020

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Hey! Have you been able to resolve this? I'm having the same issue.

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New Here ,
Dec 08, 2020

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I'm having the same problem. I can download all of my files apart from the one I've been working on a lot and need. I've contacted support half a dozen times and the upshot is..." it's a known bug that will be fixed when the next update comes out". When that is they can't tell me. They were nice on the chat but, it's done nothing to allow me to continue with my project. If I start all over again will I have the same issue? I stayed up till 3am on that project. Also I'm new to Adobe and when my trial ran out I subscribed and this bug happened the next day. 

hope it gets fixed very soon. 

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Adobe Employee ,
Dec 29, 2020

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Hi there, 

 

Sorry to hear about this trouble. I am hopful that the issue is resolved by now. If not, I would request if you could share the document with us.

Go to https://assets.adobe.com/cloud-documents, click on the three dots next to your file and click Get link. 

 

 

Regards,

Srishti

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