Illustrator 2021 crashed and my work didn't save on the cloud

[Lara Jayne]

Hi everyone, 

I was working on a cloud-hosted file when Illustrator crashed. I submitted a crash report but didn't get the pop-up to relaunch the app with recovered files. When I re-opened the file, all my work is gone and there are just blank artboards and no objects. It says it was last backed up 5 hours ago, but even then there was work in the file so I can't understand why it's all blank. Can anyone explain why this happened so I can avoid it in future? I was under the impression that cloud back-ups were quite secure?

Thanks in advance! 

[Monika Gause]

And your internet connection is working?

Did you deliberately save the file or did you rely on automatic saving alone?

How is the interval for saving Cloud files set up in the Preferences?

[Ashutosh_Mishra · Accepted solution]

Hi Lara,

Apologies for the delayed response. In addition to the information asked by Monika, I'd request you to check the version history on the cloud as suggested on this help article(https://helpx.adobe.com/illustrator/how-to/access-edit-cloud-documents.html) & see if you find something.

Regards,

Ashutosh