623 results found

1. Remove popups!

   Remove the popups and web links! This slows down the boot and static Illustrator screen!

   8 votes

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   0 comments  ·  Performance  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  Anish Kumar responded

   Please get in touch with us at any of the other support channels – helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

2. AI 24 freezes on startup (Mac OS Catalina)

   Illustrator 24 (2020) will not launch on my MacBook Pro Retina.

   1. I'm running Catalina 10.15.1 and Illustrator 2020.
   2. The applications is installed and launched
   3. I expect the app to open
   4. It freezes upon startup

   I had the same issue with InDesign 2020 freezing up (causing me to have to Force Quit the stalled app), but Photoshop 2020 did not have any issues.

   I was able to get InDesign 2020 to launch by restarting in Safe Mode, then disabling the "Show Home screen when no documents are open" Preference, then restarting normally.

   The bug seem related to not being able to initialize the Home Screen properly.

   I have already gone through steps of trashing preferences, etc. according to Technical Support.

   Illustrator 24 (2020) will not launch on my MacBook Pro Retina.

   1. I'm running Catalina 10.15.1 and Illustrator 2020.
   2. The applications is installed and launched
   3. I expect the app to open
   4. It freezes upon startup

   I had the same issue with InDesign 2020 freezing up (causing me to have to Force Quit the stalled app), but Photoshop 2020 did not have any issues.

   I was able to get InDesign 2020 to launch by restarting in Safe Mode, then disabling the "Show Home screen when no documents are open" Preference, then restarting normally.

   The bug seem related to not being able to… more

   7 votes

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   1 comment  ·  Launch  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  Ashutosh Chaturvedi responded

   Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

3. Scaling object(s) is causing the associated bounding box to become a shape ('expanded object' appears on the screen after scaling).

   Seems to be occurring repeatedly - updated/reinstalled Illustrator 2019, which had received it for a short period, but now it has re-emerged. Driving me mad! Seems to occur more with smart guides and holding the shift key.

   See attached for examples.

   • 

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   7 votes

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   19 comments  ·  Tools  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

   Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

4. Pasting previously copied objects to random places

   Illustrator pastes copied objects to random places outside of the view area.
   I have to zoom out and look for the pasted object somewhere outside the artboard. Since updated to the latest version of the software. Also updated the OS to High Siearra to give you a full picture.

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   3 comments  ·  Other...  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  Ashutosh Chaturvedi responded

   Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

5. Cannot place images. Just updated to latest version

   Totally fails to place any image.

   I have just updated, uninstalled and re-installed and updated my macbook to High Sierra.

   Macbook Pro mid-2015

   7 votes

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   5 comments  ·  File Save, Import and Export  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  AdminRama (Mgr, Software Development, Adobe Illustrator) responded

   Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

6. Illustrator groups unintended objects, you can't ungroup unless you click on a certain object.

   I've had this issue for years with various versions of Illustrator. Occasionally when grouping and ungrouping objects Illustrator will get stuck on a grouped object and then subsequently clicked objects with that object.

   It's annoying because it creates unwanted group handles for the subsequent object you want to click or transform.

   Over the years I've found that the only way to "ungroup" the unwanted group is trying to find and select one of the objects that is "causing" the unwanted grouping for lack of a better explanation.

   Again, this is not a new bug. It's something that I've been dealing with in Illustrator for multiple versions.

   I've had this issue for years with various versions of Illustrator. Occasionally when grouping and ungrouping objects Illustrator will get stuck on a grouped object and then subsequently clicked objects with that object.

   It's annoying because it creates unwanted group handles for the subsequent object you want to click or transform.

   Over the years I've found that the only way to "ungroup" the unwanted group is trying to find and select one of the objects that is "causing" the unwanted grouping for lack of a better explanation.

   Again, this is not a new bug. It's something that I've been dealing… more

   7 votes

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   2 comments  ·  Tools  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

   lease accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

   Thanks & Regards,
   Raghuveer Singh

7. Not enough memory to place the file + can't export files Illustrator

   Hi,

   Hope all is good.

   When trying to add any file over approx 50kb to an Illustrator project (to an empty one or one with existing layers), if that's a png, jpg or psd, error message comes out ''not enough memory to place the file'', or nothing happens at all.

   At the same time, when I try to export a finished project (of any size), these methods don't work:

   'Export As' PNG = the operation cannot be completed because of an unknown error. [!now]
   'Save for web (legacy)' = can't even open the option panel, error message comes up straight away 'Could not complete this operation. An unknown error has occured'
   'Export for screens' can export to all file types except PNG again.

   Is this all somehow connected?

   Scratch Disks are saved to an external HDD
   No other programs are opened when working in Illustrator

   MacBook Pro (Retina, 13-inch, Early 2015)
   Processor 2.7 GHz Intel Core i5
   Memory 8 GB 1867 MHz DDR3
   macOS Sierra 10.12.6

   Illustrator CC 22.1

   Thank you

   Hi,

   Hope all is good.

   When trying to add any file over approx 50kb to an Illustrator project (to an empty one or one with existing layers), if that's a png, jpg or psd, error message comes out ''not enough memory to place the file'', or nothing happens at all.

   At the same time, when I try to export a finished project (of any size), these methods don't work:

   'Export As' PNG = the operation cannot be completed because of an unknown error. [!now]
   'Save for web (legacy)' = can't even open the option panel, error message comes up straight… more

   7 votes

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   7 comments  ·  Performance  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

   Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

   As Andy commented that the memory issue was resolved after updating to 23.0.3, please try that.

   Thanks & Regards,
   Raghuveer Singh

8. New document causes crash

   When starting a new document, the first thing that Illustrator does is crash. Doesn't matter what the size of the document is.

   7 votes

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   3 comments  ·  Launch  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

   We are closing the ticket as we are not able to reproduce this issue at our side. If your problem is not solved, please get in touch with us at sharewithai@adobe.com or any of the other support channels – helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.

   With Best Regards,
   Raghuveer Singh
   Illustrator Team

9. New File and Help Tabs Not Working

   This is not an idea, it's a bug in the system. The 'File -> New' command does not work. If I click 'File -> New', it brings up a new window that remains black and does nothing. I found a work around. If I check the use 'legacy "File New" interface' box In the 'Edit -> Preferences -> General' dialog, only then will it allow me to create a new document.

   I can, however, upon initially opening illustrator, create a new document. But say i'm working on a project and I want to create a new document with the 'File -> New' command. It does not work unless I use the work around that I explained previously.

   I'm also having similar problems with the help tab. Not a single command in the help tab works. If I click anything in the help tab, again, it opens a black screen that does nothing.

   This is not an idea, it's a bug in the system. The 'File -> New' command does not work. If I click 'File -> New', it brings up a new window that remains black and does nothing. I found a work around. If I check the use 'legacy "File New" interface' box In the 'Edit -> Preferences -> General' dialog, only then will it allow me to create a new document.

   I can, however, upon initially opening illustrator, create a new document. But say i'm working on a project and I want to create a new document with the 'File… more

   7 votes

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   2 comments  ·  User Interface  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  Anish Kumar responded

   I am closing the ticket due to lack of response.
   Please get in touch with us at sharewithai@adobe.com or any of the other support channels – helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.
   Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

10. Startup performance

    Illustrator has always been sluggish on startup, but 27 seconds on a recent SSD MBP is totally unacceptable IMO.

    Thoughts anyone?

    By comparison PS is ready to go in 7sec.

    Standard install CC 2018 / Il 22 on MacOS 10.13.1

    7 votes

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    6 comments  ·  Launch  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    Our typical launch numbers on a SSD MBP is around 6-7 seconds hence we would like to understand more about the issue and problem.
    Please get in touch with us at sharewithai@adobe.com or any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator

11. Crashes when closing Illustrator

    After saving the file I am working on and selecting to clear the data on the clipboard (or even if I select not to clear the data), Illustrator will freeze and the bring up the Adobe Crash report dialogue box.

    I have tried to provide feedback in this box, but if I change any of the settings on the Crash report box or type any comments, this too crashes. Windows registers the programme as not responding and tries to find a solution (and doesn't find any) and then closes Illustrator.

    In some cases, when I next open Illustrator it will bring up the files I was working on as [Recovered] files, meaning that I can not always be sure, after saving a file that all my work will be there when I next open Illustrator.

    After saving the file I am working on and selecting to clear the data on the clipboard (or even if I select not to clear the data), Illustrator will freeze and the bring up the Adobe Crash report dialogue box.

    I have tried to provide feedback in this box, but if I change any of the settings on the Crash report box or type any comments, this too crashes. Windows registers the programme as not responding and tries to find a solution (and doesn't find any) and then closes Illustrator.

    In some cases, when I next open Illustrator it will… more

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    5 comments  ·  Other...  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

    We are closing the ticket as we are not able to reproduce this on AI version 22.1.
    If your problem is not solved, please get in touch with us at sharewithai@adobe.com or any of the other support channels – helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.

    With Best Regards,
    Raghuveer Singh
    Illustrator Team

12. Option + Arrow Key Not Working in Illustrator 2018

    In all previous releases that I can remember. If you held down the option key and then tapped arrow key Illustrator would create a copy and move the object by the distance set in preferences. In the current version this functionality is missing and actually nothing happens. Is this working for anyone or is there a fix?

    7 votes

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    4 comments  ·  Tools  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

    Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

13. GPU rendering issue with artwork disappearing

    When working in Outline mode zoomed in and switching back to Preview, artwork disappears from view when zooming out.

    • 

    7 votes

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    5 comments  ·  Rendering Issues (GPU, CPU)  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    I am closing the ticket due to lack of response.
    Please get in touch with us at sharewithai@adobe.com or any of the other support channels – https://helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.
    Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator

14. Very long loading splash screen after update 23.0.1

    After newest update 23.01 splash screen freeze on trying to initialise SmartEditUI.aip for few minutes (and crash if I try click on it at this time)

    This only happens at the first time start.

    On the adobe forum I see that people have the same problem
    https://forums.adobe.com/thread/2550614

    6 votes

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    8 comments  ·  Launch  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Anish Kumar responded

    I am closing the ticket due to lack of response.
    Please get in touch with us at sharewithai@adobe.com or any of the other support channels – helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.
    Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

15. Making changes to rgb vector artwork causing color changes

    Using the latest version of Illustrator CC, when I open a particular logo (a multi-layered object with active strokes) and make any changes (ex: outline strokes, rotate, re-scale, etc), I experience a color dulling and color changes to the entire logo.

    Oddly enough this only happens with the RGB version of the logo, not the CMYK version of the logo. And when I cmd-z these actions the color dulling / color changes won't revert back. In all of my years using Illustrator I've never witnessed this strange behavior, which is why I assume this is a bug.

    Even stranger, after the color changes appear, when I try applying the same exact color swatch to all layers, some of the colors still remain dull. For example, if I select the leaf in the artwork (which consists of a color fill and a stroke) and I apply the same color swatch to both the color fill and stroke, the stroke shows a dull color, yet the color fill shows the actual color. Even though all layers and groups show 100% opacity. The file has been set to RGB color mode, has been converted to RGB, and I'm using RGB swatches.

    Can someone please look into this? I'm unable to make edits to my files. Could this be a result of opening a PDF file that was created in a past version of Illustrator on another computer? I wouldn't think that would be the issue since the file doesn't use anything fancy (just brush strokes and color fills), and this doesn't explain why I'm not experiencing these problems with the CMYK version of the same exact artwork.

    Using the latest version of Illustrator CC, when I open a particular logo (a multi-layered object with active strokes) and make any changes (ex: outline strokes, rotate, re-scale, etc), I experience a color dulling and color changes to the entire logo.

    Oddly enough this only happens with the RGB version of the logo, not the CMYK version of the logo. And when I cmd-z these actions the color dulling / color changes won't revert back. In all of my years using Illustrator I've never witnessed this strange behavior, which is why I assume this is a bug.

    Even stranger, after… more

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    0 comments  ·  Colors, Swatches, Patterns  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

16. 23.0.1 Windows 10: Screen goes black frequently

    23.0.1 Windows 10: Illustrator causes screen to go black frequently. This usually occurs when saving a document

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    4 comments  ·  Performance  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Anish Kumar responded

    Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

17. Takes about 15 minutes to open/unfreeze

    Since the last update 22.1 it takes about 15 minutes to open...
    I get a white frozen screen for an average of 15 minutes with just the contour of the app...and than it open nomally.

    My system:
    Windows 10 Pro
    Illustrator CC

    Hopefully you can help

    6 votes

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    2 comments  ·  Launch  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded

    Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

    Thanks & Regards,
    Raghuveer Singh

18. Clipping masks get released when document is reopened

    When I reopen a document with clipping masks the masks are released. It is very frustrating remaking all photos each time I open to make edits.

    6 votes

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    5 comments  ·  Clipping, Intertwine  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

19. Selection tool Lagging and moving objects on click- High Sierra (macOS 10.13)

    I have been an illustrator user since 2000.

    After this most recent update I noticed that when I use the Selection Tool (V) . The item, image, line, vector group, no matter what I click, begins to lag and then automatically jumps to the location of my mouse, Thought I simply clicked the item to select it and then moved my mouse, not clicked and dragged. The object reacts as though I clicked and dragged, so I am forced to select an object, let the bug run it's course, and then hit cmd +Z to undo the unintentional move.

    I know 2 other people having the same issue since the most recent illustrator update. What can I do to fix this?

    I am using a mac, magic mouse, and OS 10.13.

    Thanks

    I have been an illustrator user since 2000.

    After this most recent update I noticed that when I use the Selection Tool (V) . The item, image, line, vector group, no matter what I click, begins to lag and then automatically jumps to the location of my mouse, Thought I simply clicked the item to select it and then moved my mouse, not clicked and dragged. The object reacts as though I clicked and dragged, so I am forced to select an object, let the bug run it's course, and then hit cmd +Z to undo the unintentional move.

    I… more

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    6 votes

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    3 comments  ·  Other...  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator

20. Cursor navigating with arrow keys not moving

    When modifying text, the cursor no longer moves with the arrows (left, right, up, down) on keyboard. I have to click with my mouse everytime now.

    This just occurred today. Please help!

    6 votes

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    4 comments  ·  Type, Fonts, Text  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Anish Kumar responded

    Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.