Multiple users from our production department are reporting a very serious Illustrator problem. It sometimes happens that if they make changes in a file and press command + S the saving Illustrator shows it is saving the file (modification date in the file is correct) but if they reopen the file the last changes they made are not saved. We only became aware of the problem because we got complains and because of that we unfortunately still have no clues wat may cause the problem. What we do know is that the Problem does NOT occur if the document is saved as (command + shift + s).
At the moment our users are on the 24.3.0 Mac version but because we have not noticed the problems right away it could also already happened in previous versions. We additionally have the 22.214.171.1241725 Extenis font auto activation plug-in installed. It appears not to make a difference if the user saves locally or on a network share, but this is not 100% confirmed.
is someone having the same issues?
Can you try and deselect the "background save" in the Illustrator preferences
how likely is this causing the problem? I'm asking because one user whom suffered from this problem told me that he already had this option deselected. But he works on multiple devices and therefore was not fully 100% sure that the option was deselected at the moment he was working on that particular file.
It's just one possible cause of the issue.
Idon't keep track of the probability. It's happening a lot.
ok thanks, I just receieved an info that the user was at the moment of the issue, on a device where background saving was on. So, you are saying it is happening a lot. Do I unsterstand correctly that the error is already commonly known? The only hint I have is that all users which where having this issue are still on Mojave. (becaus of compatiblity issues with another software vendor and Catalina).
I don't know what you're referring to with "commonly known".
On this forum most of us are just normal users. We have no information about what the developers or the Helpdesk knows.
Since the saving is working when done as a "Save As" it sound like the files are being saved somewhere else other than where they should be when just the "Save" command is used. I would suggest that the next time this happens try doing search of the computer's hard drive using the exact name of the file and see if a second copy of the file exists somewhere else on the drive. If a second copy is found see if that one has all of the changes that were made and possibly a later modification date.
Thanx for your hint, we will try