637 results found

1. Object selection stays selected after clicking away or to a different object

   For many versions now the issue persist. Happened not only with this machine but with others all MACs running the latest update both on adobe and OS.

   The issue is with the selection tool. so I click on an object generally one that is grouped and then make edits then when I click away a larger bounding box appears as if I am selecting all but I cant pinpoint what it is that has been selected. I move a newly selected object that is not in the group to a different area of the artboard and the selection or bounding box remains. It reshapes itself when the newly selected object but noting else changes. There have been times when the something does change. I did read that a work around was to select all then click away, 80% of the time it works but sometime i have to just start creating a new object to make the bounding box go away.

   For many versions now the issue persist. Happened not only with this machine but with others all MACs running the latest update both on adobe and OS.

   The issue is with the selection tool. so I click on an object generally one that is grouped and then make edits then when I click away a larger bounding box appears as if I am selecting all but I cant pinpoint what it is that has been selected. I move a newly selected object that is not in the group to a different area of the artboard and the selection or bounding… more

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   10 comments  ·  Selection  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  AdminAnkit Goyal(Illustrator Team) (Admin, Adobe Illustrator) responded

   We could not reproduce this issue after several attempts.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,

   Ankit Goyal

2. illustrator wont open file windows

   I have searched the support site and user voice with no results.

   When I attempt to drag an *.ai file from the explorer window to Illustrator, or when I double click the file, it does not open. When I double click the file, Illustrator opens or switches to the window, my cursor briefly shows the 'thinking' animation but nothing happens.

   • There is no freeze or crash
   • Restart of the application did not fix the issue.
   • File>>Open is the only way I can open files
   • This happens to all files whether created with CC 2019 or earlier versions

   Specs:
   Illustrator CC 2019
   Windows 10

   I have searched the support site and user voice with no results.

   When I attempt to drag an *.ai file from the explorer window to Illustrator, or when I double click the file, it does not open. When I double click the file, Illustrator opens or switches to the window, my cursor briefly shows the 'thinking' animation but nothing happens.

   • There is no freeze or crash
   • Restart of the application did not fix the issue.
   • File>>Open is the only way I can open files
   • This happens to all files whether created with CC 2019 or earlier versions

   Specs:
   Illustrator CC… more

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   6 comments  ·  File Save, Import and Export  ·  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.

3. Visual glitch prevents using Illustrator when file is opened from Finder before launching Illustrator

   As the title describes, this glitch occurs consistently whenever launching a file from finder before launching Illustrator.

   The file seems to open, as the layers can be seen in the layers window, but the main document editing window is occupied by the welcome menu. The welcome menu cannot be closed, and the files shown in the recent section cannot be opened. See image 1.

   The only way to exit the menu without closing Illustrator is to open another Illustrator file through Finder or through File > Open. Then, another visual glitch will take place: the tabs used to select the active document will not render, leaving a chunk of the welcome menu (half of the Illustrator logo) in it's usual place. See image 2.

   This is using Illustrator 22.1 on MacOS Sierra 10.12.6.

   Being able to open files properly is a pretty basic feature that is expected to be working properly.

   As the title describes, this glitch occurs consistently whenever launching a file from finder before launching Illustrator.

   The file seems to open, as the layers can be seen in the layers window, but the main document editing window is occupied by the welcome menu. The welcome menu cannot be closed, and the files shown in the recent section cannot be opened. See image 1.

   The only way to exit the menu without closing Illustrator is to open another Illustrator file through Finder or through File > Open. Then, another visual glitch will take place: the tabs used to select the… more

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   10 comments  ·  User Interface  ·  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.

4. CC 2019 version runs slow!

   For some reason in this 2019 version of the program it chugs and is very slow to move around and work with my files, even if the files are not very large. I usually have to shut the program down and restart to correct the problem. Would like to know if anyone else is having this problem and if someone at Adobe could address this, thank you.

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   2 comments  ·  Performance  ·  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.

5. Unstable CC 2019 in Mojave

   Illustrator CC 2019 on OSX Mojave is completely unstable.
   Ive been working on a few files today, Illustrator crashes within 3mins of working on a file and there is no recovery file, so basically I lose what I am working on. Im now saving every 30 sec anticipating a crash. At first I htought it was a font conflict, so I outlined all of hte fonts. Nope, still crashes. Next I will uninstall Illust CC19 and re-install.

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

   Mojave is a supported operating system since Illustrator version 23.×.
   We request your help. 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 2019 Crashes on startup

   I've upgraded to the latest Illustrator (2019), but it crashes on startup. I have tried uninstalling it and re-installing it, but it still crashes. I've re-installed it with fresh preferences, e.g. not importing settings from the previous version and it still will not startup. The same thing is also happening to InCopy.??

   Luckily I did not remove the previous version.

   Any idea why this is happening and how to fix it??

   I'm running a MacPro (Late 2013), 3.5 GHz 6-Core Intel Xeon E5, 32GB RAM, AMD FirePro D500 3072 MB, with macOS High Sierra (10.13.6)

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   13 comments  ·  Launch  ·  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.

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

7. Illustrator crashes for no reason multiples times a day

   While using the latest (up to date) version of illustrator CC 2018 on my macbook pro (High Sierra 10.13.1) I get constant crashes on illustrator, forcing me to restart the computer as it freezes and does not recover. These are a few of the instances when this has occured:
   - Changing between an Indesign open window and a Illustrator open window/document.
   - Zooming in/out.
   - Pasting copied objects from another open illustrator project.
   - Moving an object inside a canvas.
   - Creating new canvas in an open document.
   -- and the list goes on

   I use my mac always connected to power, I've also try to use illustrator on its low performance mode, I also know about the GPU issues, I use CPU preview. Also I've re-installed the programme and tried using other versions..

   I know that there are known issues with this version of illustrator with High Sierra, but for people that work with this programmes every day its quite the struggle to keep having to reset my computer over small issues.

   While using the latest (up to date) version of illustrator CC 2018 on my macbook pro (High Sierra 10.13.1) I get constant crashes on illustrator, forcing me to restart the computer as it freezes and does not recover. These are a few of the instances when this has occured:
   - Changing between an Indesign open window and a Illustrator open window/document.
   - Zooming in/out.
   - Pasting copied objects from another open illustrator project.
   - Moving an object inside a canvas.
   - Creating new canvas in an open document.
   -- and the list goes on

   I use my mac always connected… more

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   0 comments  ·  Other...  ·  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

8. Fonts Syncing

   I just upgraded my computer to the Macbook Pro 2021 M1. I downloaded the latest versions of Adobe and noticed none of my fonts will sync. I've tried posted troubleshooting methods and none have worked (closing and restarting apps, reinstalled apps, multiple computer resets, unsyncing and resyncing manually, etc). Any time I open an Illustrator project with previously used fonts that aren't native to the app, it prompts me to sync but the load wheel just keeps spinning and will never finish.

   I'm at a loss. Any ideas?

   12 votes

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   7 comments  ·  Type, Fonts, Text  ·  Delete…  ·  Admin →
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   Request to Contact Support  ·  AdminAnkit Goyal(Illustrator Team) (Admin, Adobe Illustrator) responded

   I am closing the ticket due to lack of response.
   Please get in touch with us at 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,
   Ankit Goyal
   Illustrator Team

9. crash

   CRASHING VERY OFTEN.
   I am hard Illustrator user, for over 20 years. For my surprise, this October version crashes almost every day. I reinstalled the sofware in one Dell XPS 8700 Machine and in a brand new Samsung X40 Notebook. In both cases AI still crashing suddenly. Hope you Dev Team guys work ******* this, becaus one of the reasons to use AI was its stability. No more...

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   4 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.

   Thanks & Regards,
   Raghuveer Singh

10. Selection Tool - not showing box when shape is selected?

    When I am using the Selection Tool, it doesn't show the box it did before round the selected shape. So I can't alter the shape.

    It seems to be filled in green corners exactly like the direct selection tool.

    I have closed Illustrator and opened it again.

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    11 comments  ·  Tools  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  AdminAnkit Goyal(Illustrator Team) (Admin, 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.

    Warm Regards,

    Ankit Goyal

    Illustrator Team

11. Mouse click sticking

    This problem only seems to happen in Illustrator. I have not seen this issue when I use Photoshop.

    Clicking with the mouse, does not always work as expected. It is almost like there is a long delay before the release is detected, resulting in a drag operation. Sometimes I see the spinner appear after I click. I have tried a different mouse, same issue. In the video, I am only ever doing a quick click, without moving the mouse.

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    16 comments  ·  User Interface  ·  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

12. Color change Problems

    I have a collection of swatch colors that I save, and for some reason, they are all getting dull. A bright orange to darker gradient turns to a muddy orange and all of the swatches are dull. I copy the logo from an older file and realize how dull my colors have become. You can see how dull the colors have become in the attached image. Also, the Graphic Styles have become duller. You can see the new refreshed colors form a different file with the two swatches at the middle bottom of the Graphic Styles window. This is a VERY serious problem, because all of the colors on my artboard have switched to these duller colors, so I have to update them to the original. Not sure why this is happening, but it needs to be fixed.

    Also, is there a way you can make a global gradient change an option that you have to choose to do, because it's changing gradients that I don't want changed. Both of these problems are VERY FRUSTRATING and waste my time.

    I have a collection of swatch colors that I save, and for some reason, they are all getting dull. A bright orange to darker gradient turns to a muddy orange and all of the swatches are dull. I copy the logo from an older file and realize how dull my colors have become. You can see how dull the colors have become in the attached image. Also, the Graphic Styles have become duller. You can see the new refreshed colors form a different file with the two swatches at the middle bottom of the Graphic Styles window. This is a… more

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    3 comments  ·  Colors, Swatches, Patterns  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  AdminRama (Mgr, Software Quality Engineering, 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.

13. Selection tool acting like Direct selection tool and vice versa

    Selection tool does not select all points and will not move a group of objects correctly, (it acts like the Direct Selection tool, not selecting all points). And the Direct Selection tool selects ALL points of a group and moves them, which is what the Selection tool is supposed to do. They are working exactly opposite as they should. "Show Bounding box" does not resolve this issue. The Selection tool has also instantly changed format of text simply upon selection (indent & tracking). Using MacOS Sierra 10.12.6, Illustrator CC 2019. This is a bad bug, please help.

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    8 comments  ·  Tools  ·  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.

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

14. Recent Files Browser Window: the wrong file opens when choosing a recent file.

    This has happened multiple times. It isn't a one off incident.

    Adobe Illustrator CC 22.1 (64-bit) / Windows 10

    Step 1: Open Illustrator from desktop icon.
    Step 2: Click on a recent file from displayed recent file options.

    Expected result: Selected file opens.

    Actual result: A file other than the one I clicked opens.

    There doesn't appear to be a pattern to which file opens, other than it is one from the selection of recently opened/saved files shown. See attachment.

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    6 comments  ·  Other...  ·  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 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.

15. "Envelope distort > Make with top object" is warping/distorting text.

    I've seen this issue in a lot of online forums, but found no answer. I'm using the CC trial version, fairly new to Illustrator.

    Online tutorials show users creating a shape > typing text > converting text to outline > move shape to front > selecting shape and text > Object > Envelope Distort > Make with Top Object. It shapes the text perfectly to shape, without distorting the font or curving the letters.

    But when I follow these steps, but my text always comes out wavy and distorted within the shape. I've tried Envelope Options and deselecting "Distort Appearance" but this does nothing.

    I'm not really advanced enough to use the "Make with Mesh" option/workaround for filling shapes w/ text -- most people recommend this workaround but I'd love to be able to do what videos like this show: https://www.youtube.com/watch?v=9KPHYfDVq_0

    Why won't "Make from Top Object" work for me? So frustrating, seems pretty basic, according to many videos. But many people also seem to have this problem. Is it just a bug?

    Adobe: Please fix this issue!!!

    Any help on this would be appreciated.

    I've seen this issue in a lot of online forums, but found no answer. I'm using the CC trial version, fairly new to Illustrator.

    Online tutorials show users creating a shape > typing text > converting text to outline > move shape to front > selecting shape and text > Object > Envelope Distort > Make with Top Object. It shapes the text perfectly to shape, without distorting the font or curving the letters.

    But when I follow these steps, but my text always comes out wavy and distorted within the shape. I've tried Envelope Options and deselecting "Distort Appearance"… more

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    11 comments  ·  Tools  ·  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. Pasting symbols now creates unique symbols instead of instances of the original symbol

    Copy-pasting a symbol —whether individually or by using the paste to all artboards command — now creates a new symbol instead of creating instances of the original symbol. Alt-dragging the symbol to a new artboard creates a new instance of the original symbol as expected.

    This seems to be a new bug, as I can't recall ever having this issue before. Thanks for checking into it!

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    10 comments  ·  Symbols  ·  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.

17. crashing

    So, I updated to the latest version of illustrator about two weeks ago. Then I realised it crashed every 30 minutes or so, every single time i used it. I'm not doing anything particularly heavy, it just crashes randomly. and I often lose the work i've done as the auto save doesnt seem to catch the last few things I've been doing. So, I decided to uninstall and go back to the 2017 version. Which then lead to my documents having their own issues. all saving as transparent, or with weird lines going through them. Here I am again with a basically unusable program that im paying money for every month. So the best solution ive found is to stay with the lastest version of illustrator and try to work around the crashing. .... not good at all!

    So, I updated to the latest version of illustrator about two weeks ago. Then I realised it crashed every 30 minutes or so, every single time i used it. I'm not doing anything particularly heavy, it just crashes randomly. and I often lose the work i've done as the auto save doesnt seem to catch the last few things I've been doing. So, I decided to uninstall and go back to the 2017 version. Which then lead to my documents having their own issues. all saving as transparent, or with weird lines going through them. Here I am again with… more

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

    We are closing the ticket due to lack of response.
    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

18. Issues with saving

    2020 update often gives error while saving. It says the file cannot be saved. It then deletes the current file I'm working on, opens up a new window and I have to click save - as if I pressed "Save As..."

    It happens quite often when I press "Cmd + S" to just save my artwork.

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    10 votes

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    6 comments  ·  Performance  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  AdminAnkit Goyal(Illustrator Team) (Admin, 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.

    Thanks & Regards,
    Ankit Goyal .

19. Main selection tool not working right

    The selection tool will select and move objects, but I cannot grab the corner and resize them. I have to use the direct selection tool and select any anchor points I want to move, even to do a simple re-size

    10 votes

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    3 comments  ·  Tools  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  AdminAnkit Goyal(Illustrator Team) (Admin, 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.

    Warm Regards,

    Ankit Goyal

    Illustrator Team

20. The keyboard stops to work

    The keyboard stops to work with no reason apparent. I have to restart the app to fix it (for a while).

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    5 comments  ·  User Interface  ·  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.