Error and Empty Vector Download

New Here ,
Oct 12, 2018 Oct 12, 2018

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I use a license on this asset:

AdobeStock_135134528.ai

When I opened it up there was this error:

Screen Shot 2018-10-12 at 8.55.14 AM.png

Then it opened the file and there was a blank canvas.

Screen Shot 2018-10-12 at 8.57.23 AM.png

Not exactly sure what to do! Is there any way to reimburse the credit or another way to open the file?

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Adobe Employee ,
Oct 12, 2018 Oct 12, 2018

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Hi Joseph,

Sorry to hear that. I have checked the image at my end and did not encounter the same issue.

Please confirm the version of Illustrator you are currently using? Also, I believe the asset wasn't downloaded successfully. Would you please mind downloading the image again (using a different browser) from your license history.

>Go to stock.adobe.com.

>Sign in with your Adobe ID and password.

> Click on the license history.

> Select the download option as shown in the screenshot.

If you still face issues, feel free to update this thread.

Regards,

Twarita

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New Here ,
Oct 12, 2018 Oct 12, 2018

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The Illustrator version I am using is Adobe CC 22.1. The OS for my Mac is OS X El Capitan 10.11.6.

I tried Chrome, Firefox, and Safari and I got the same issue going to the license history and using the download link from there.

It shows up like this on the preview:

Screen Shot 2018-10-12 at 10.13.18 AM.png

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Adobe Employee ,
Oct 12, 2018 Oct 12, 2018

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Joseph,

Looping in ohmnathto help you better.

Regards,

Twarita

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Oct 12, 2018 Oct 12, 2018

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Hi Joseph,

It seems to be an issue with the file you're trying to open, even the preview is not showing correctly. I believe we can share the file with you, I'll double check with Twarita. You can try to open the file she'd share and let us know if that open fine.

It should look like this:

Screenshot_2.png

Thanks,

Om

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