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

New Here ,
May 10, 2021 May 10, 2021

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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! 

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Bug, Sync and storage

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Adobe Employee , May 16, 2021 May 16, 2021
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

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Adobe Community Professional ,
May 10, 2021 May 10, 2021

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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?

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Adobe Employee ,
May 16, 2021 May 16, 2021

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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

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