Can't open AI file

[joachimb98311769]

Hi,

I bought a AI file, but can't open it.

Adobe Illustrator freezes at opening the file.

I tried to do conversion to PDF and PSD, but it also fails.

Maybe it is possible to send me the file in PSD format?

Gr. Joachim

#184755490

[EvilBugQueen1 · Accepted solution]

Hi JB,

Thank you for contacting us. We have had a report about this from another user as well and are investigating the issue. I've confirmed that you licensed the asset and have granted you a replacement license. Please select a different image.

EBQ

[brendas94170447]

~greetings, I spotted this question on the forum from some time ago, but am struggling with the same issue.  I am unable to download 3 ai files. Please Help! ~thank you kindly

[EvilBugQueen1]

Hi brendas94170447,

I'm sorry you are having trouble downloading files. If you are downloading to Illustrator can you please try downloading from the Adobe Stock website. If you are unable to download via the website please try the following:

1. Clear your browser history and restart your browser. 
2. If you have any browser extensions or plug-ins, disable them. It may be one or more extension causing the issue. You may have to use trial and error to find the culprit. Anti-virus is often a cause.
3. Is the issue occurring when you download to a particular library or all libraries? If your library has too many assets or has a corrupted file downloads to the library may be blocked. If this is the case I have some tips to help you troubleshoot.

Let us know what you discover it may help others with this issue.

EBQ