Incorrect image download in Stock

[Frederic5EAA]

I recently bought a license for an image, but the downloaded JPEG is an error message from Adobe Illustrator export.

https://stock.adobe.com/fr/190857743?asset_id=190857743

[EvilBugQueen1]

Hi Frederic5EAA,

I cannot reproduce the issue you are reporting. I noticed that there is a locked layer in the .ai file and unlocked that before exporting the file and it exported as a jpeg with no issue. Do make sure you have updated Illustrator to the latest version.

[Frederic5EAA]

Hi, thank you for your reply.

However, the issue is not with Adobe Illustrator. I do not own that software and do not want to install it to get the image. After purchasing the license, I was offered two options: download the .ai file or a jpeg file.

I chose to download the jpeg file, but ended up with the file I attached to my previous message. I shouldn't have to download AI to fix this myself.

I went and bought another image instead, but I lost a token on this one, so I'd like to have it back or get a working jpeg image.

Thank you.

[Abambo]

Hi Frederic,

You are right. Downloading the JPEG file does create the file as you reported. The asset is unusable if you want to download the image as JPEG. Ai allows the creator to embed a PDF version of the illustration, which is used by all software to visualize the illustration (except Illustrator, who can open the native Illustrator file format). Without Illustrator you will get this message in any application, including Adobe's.

Such files should be refused during the upload to Adobe stock, as it makes the asset unusable if you do not have illustrator.

[EvilBugQueen1]

Hi Frederic5EAA,

I've granted you a replacement credit for the asset so you may choose another one. I have been tracking issues like this with downloaded assets and will add it to my list to share with our product management team.