Illustrator 2020 crashing when I try to open a specific Cloud doc on Windows 10

[janiemgrace]

Hi,

I have been working on a file today without any problems however when I saved the item (to Creative Cloud, as a .AIC file) the program crashed. I was relieved to find that the save was successful and have since tried to open the file multiple times - I can see my artwork load, but everytime the program crashes, stops responding (with no error message) and I am unable to continue working on my file.

I've tried setting a default printer, disabling 'printer spool', updating to the latest version, switching off GPU performance... and nothing has worked!

I have tried opening another file and this works fine.

Any help would be much appreciated, it is so frustrating!

{Renamed by MOD}

[Srishti Bali]

Hi there,

Sorry to hear about this issue. Looks like the file got corrupt/ damaged. There are multiple factors that can lead to file corruption, however, we can take a look and see if the file can be repaired.

• Go to https://assets.adobe.com/cloud-documents 
• Click 3 dots next to your file and click Get Link.
• Share the link here & we will take a look at the file. 

You may also try steps shared in this help article and share your observations with us. We'd be happy to help.

Regards,

Srishti

[Srishti Bali]

We have been waiting for your response to this query. Please update the discussion if the issue is resolved or if you have any further query. We'd be happy to help.