Can’t open recently licensed Stock images on illustrator for ipad

[Catherine23900604c8kt]

I have illustrator only on my iPad at the moment, and have successfully licensed and opened and used previous Stock images on illustrator for iPad, and can still open those files on illustrator for iPad. I last opened a newly licensed imaige that way maybe a month ago I would guess. However, now I can't open the images that I have newly licensed in the last week or so. I've downloaded them multiple times and tried multiple ways of opening them in illustrator for iPad, but it just says "can't open file". This is two different licensed images so far, but as mentioned I can open old licensed images. What could be the issue?

[Catherine23900604c8kt]

I have signed out and back in on both the illustrator app and Adobe stock in case it wasn't recognizing me, but it made no difference.

[Catherine23900604c8kt]

I also cleared my cache, re signed in and re downloaded, but still didn't work.

[Catherine23900604c8kt]

If I try  "open in app" on the licensed image in Stock, it says you can only use that feature if you are signed into Creative Cloud and have the latest version. However, I have also opened up the Creative Cloud app and seem to be logged in there. So it seems likely there's some cross-app validation issue but I can't figure out how to fix it - I seem to be logged in to everything, in fact the licensed images show up in Creative Cloud, but I can't get them to open up in the Illustrator for iPad app.

[Catherine23900604c8kt]

Also I checked for updates and don't see any on these apps in the App Store.

[Abambo]

What is the id of the file you can't open?

[Catherine23900604c8kt · Accepted solution]

I was able to finally access the files with the help of support. It turns out they both were of a type (9-slice?) that was not compatible with the iPad app and had to be converted on the computer version of illustrator to be used on the iPad app.

[matt_4804]

How did you change the file?

[Catherine23900604c8kt]

I had to use the computer version of illustrator, I believe to download or open them. However, I don't remember how I converted them, except that it seemed to be straightforward when using the computer version. You might look at the options available there. Then afterward I could use them even on the ipad app. Sorry for the lack of detail.