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Download preview opens as a blank document in Illustrator 2020

Community Beginner ,
Sep 03, 2020 Sep 03, 2020

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Hi all, I am having an issue where the download preview opens as a blank Illustrator document. I have seen that people have had this issue before. I have tried to troubleshoot (tried different browser, cleared browsing data, logged out of Adobe Stock) but nothing seems to be working. The image I want to preview is #341226406. Note, that I have licensed this image, as I was getting annoyed with not being able to preview. I also downloaded the preview for another image (#353282016) and opened as a blank document in Illustrator. Any help appreciated. Thanks

 

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Adobe Employee ,
Sep 03, 2020 Sep 03, 2020

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Hi,

I have downloaded both of these files and they open as expected in Adobe Illustrator 2020. Are you on the most up-to-date version of the desktop app?

EBQ

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Community Beginner ,
Sep 03, 2020 Sep 03, 2020

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Thanks EBQ. My Illustrator is up-to-date (v24.3). Just wanted to check whether you downloaded the preview? I was able to download the licence but not the preview download.

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Community Beginner ,
Sep 03, 2020 Sep 03, 2020

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Hi again EBQ. I've restarted my MacBook Pro, then Creative Cloud wanted an update. I updated, restarted again. Download previewed another graphic and still blank page opened in Illustrator. Also tried opening the file from my Desktop and within Illustrator, and still a bank page. 

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Adobe Employee ,
Sep 10, 2020 Sep 10, 2020

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Hi claudia...,

I was a bit confused by your reference to Illustrator CS, from the version you mentioned it more recently it sounds like you are using the Creative Cloud Desktop app and the most recent version of Illustrator.

 

Can you please provide the exact steps you are taking when the file comes up blank? I am not able to reproduce the issue. Also what it the latest file ID where you are seeing this?

EBQ

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Community Beginner ,
Sep 10, 2020 Sep 10, 2020

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Thanks EBQ. Below are the steps. Please realise I ended up licensing the previous file, as I needing it for a job.

 

1. Searched for a 'spring-time banner' in Adobe Stock.

2. Found one which I would like to use as a 'preview only' in my design (FILE #: 189523183)

Screen Shot 2020-09-11 at 8.40.16 am.png

 

 

 

 

 

 

 

3. Downloaded preview (.ai file) and once downloaded the file automatically opened in Illustrator CS. 

4. Page opened as blank page in Illustrator

Screen Shot 2020-09-11 at 8.44.55 am.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

5. I checked 'layers' in Illustrator file - no layers

6. I checked that I was vieiwing the document correctly - all views showed as blank

 

So, I'm not sure whay this is happening. Thanks

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Adobe Employee ,
Sep 10, 2020 Sep 10, 2020

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This is odd. The file is appearing on your screen in portrait but it's a landscape file.

 

Have you uninstalled Illustrator, rebooted and reinstalled?

EBQ

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Community Beginner ,
Sep 10, 2020 Sep 10, 2020

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Hi EBQ,

 

I have uninstalled, rebooted and re-installed Illustrator. I then went to Adobe Stock and downloaded preview the same image, and the page opened as a blank page. Not sure what to try next?

 

Claudia

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LEGEND ,
Sep 10, 2020 Sep 10, 2020

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I may be missing something but I thought previews were always JPEG. I haven't heard of a preview AI. You have not paid for it yet, correct?

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Adobe Employee ,
Sep 11, 2020 Sep 11, 2020

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Do you have any extensions running in your browser? Could you try disabling any browser extensions and restarting your browser and trying again?

 

You might also want to check your any anti-virus settings that might be interfering?  Let me know what you discover or if this is resolved by any of the above changes.

EBQ

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Adobe Employee ,
Sep 11, 2020 Sep 11, 2020

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There are .ai previews.

EBQ

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Community Beginner ,
Sep 13, 2020 Sep 13, 2020

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Hi EBQ,

 

Thanks for your replies. I've tried a few other download previews and all have been .ai. I also disabled the extensions I had on my browser (I had 2) and no change. I don't have any anti-virus settings running. I must say that I have ised Adobe Stock for mainly vector images, rather than photos. Are there any other settings I can change? Thanks again.

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Adobe Employee ,
Sep 14, 2020 Sep 14, 2020

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Hi Claudia, 

 

This is really strange. These preview files have a single linked file in them and they're working for me as well. Could you please try opening these files and let us know  how it goes:

https://shared-assets.adobe.com/link/4d7275ed-890e-43fe-5643-16145fc0222d

https://shared-assets.adobe.com/link/051696ab-a048-4a1b-4107-9cddc7336ce0

 

You may also try resetting Illustrator preferences by following the steps shared here

Please note that all the custom settings would reset too. You can also take a backup of the folders in case you want to. Location is mentioned in the article.

 

Regards,

Srishti

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Community Beginner ,
Sep 14, 2020 Sep 14, 2020

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Hi Srishti,

 

I've downloaded the files, prior to resetting Illustrator preferences. Screenshots below:

Screen Shot 2020-09-15 at 11.39.20 am_before preference reset.pngScreen Shot 2020-09-15 at 11.39.49 am_before preference reset.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

And it seems to be the same after resetting Illustrator preferences. Screenshots below:

Screen Shot 2020-09-15 at 11.44.38 am_after preference reset.pngScreen Shot 2020-09-15 at 11.45.36 am_after preference reset.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Thanks.

 

Claudia

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Adobe Employee ,
Sep 16, 2020 Sep 16, 2020

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Not sure what exactly the problem may be. I just opened the files and re-saved them as it is and shared the files with you. I will pass on this information to the Product team to check what could be the possible issue and get back to you as soon as I get any response from them.

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Community Beginner ,
Sep 17, 2020 Sep 17, 2020

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Thanks Srishti. I appreciate your help.

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