Switching between files doesn't work properly - or at all
See the attached video. I have two files open. The second file I opened does not display. When I click on the file tab I still have the previous file displayed. Regardless of which file is active, I can only edit one. I can't even see the other. They are two completely different projects - they do not look the same. You are only seeing one file in this video, despite which one I select. I have to quite and restart, losing any changes I may have in the one file I cannot see.
I am happy to share that we have fixed this bug in our latest release – 24.3.0 which is available worldwide now.
Going forward, our goal is to fix as many top User-Voice bugs as possible and as frequently as possible. Given the nature of the fixes, some of the bugs will take a longer time to fix, but we are on it.
You can update to the latest release using Creative Cloud desktop App: https://helpx.adobe.com/in/creative-cloud/help/creative-cloud-updates.html
Thank you for all the feedback. Keep it coming!
Same here, not as often as it used to happen, but more frequently lately it has been happening.
I am on 24.3, afraid to update and experience even more bugs.
Suffering this same bug on version 25.2.1 on mac.
Russ Gray commented
Tyler: this is the first helpful info I've heard on this topic. Any other solution required restarting Illustrator (same for Photoshop). You're right, that does work. Sure, it's not a fix, but in the meantime, I'll take it.
To clarify: moving the entire application frame even just a hair to the right or left, then putting it back in place, does the trick WITHOUT a restart of the software.
Russ Gray commented
I'm using 24.3 (have been for a while now) and still having the issue. Sorry! Wish I could say different!
Unfortunately I am still experiencing this problem when opening files. I still have to move the window around to get Illustrator to open the file. I have the latest version downloaded and am using the latest version of Apple OS.
rubbish. it is not fixed. i have the new updated Illustrator (24.3) and the issue has happened again. what does Adobe spend all our subscription money on? why is this not seen as important to get sorted?
Tyler WIlliams commented
One more thing: Adobe Support, please note that this issue has been reported multiple times in different bug inquiries like this one. I believe this is due to this bug being difficult to name/describe. Therefore, when considering this bug for escalation/prioritization, please add up all of the inquiries on this topic which go by multiple names.
Tyler WIlliams commented
To the community:
I'm perhaps reiterating what's been said already but the best workaround I have found is to move the Illustrator screen left or right. Just shifting it away from the spot it goes when clicking the full-screen button (which doesn't work with AI as it does with all(?) other apps on Mac, I might add), that enables the functionality to work again. Experiment with this to see what I mean.
To be clear, this does *not* fix the problem, but it gets around it until you are ready to restart AI. This, at least, has prevented me from losing work since I learned the trick.
To Adobe Support:
Please give this some attention. Bugs should not be measured in volume alone but also in severity. This issue is causing people to lose work. And, it's like sitting under a flickering light. It's grating on the nerves the user, causing ever-present thoughts of software alternatives. This is like sitting on a tack and eventually, those of us experiencing the issue are going to get up and find a new seat.
At the very least, will you please investigate and publish a do-it-yourself remedy to this? It was like pulling my own teeth out trying to troubleshoot this when I opened a support incident with Adobe. I had to repeatedly ask for the next troubleshooting step beyond the one I was being asked to try. "Contact us again after you've done this step and reference the incident ID." For reasons I do not understand, my support rep would not say anything beyond the current step when I asked until I eventually asked to speak with a lead or supervisor.
I would prefer to know the one step that fixes this issue for most/all users--but at least, I would like to know the steps I should follow without having to contact support after each one. The initial troubleshooting with support offered busyness but no improvement to the problem.
Support: in your internal notes from troubleshooting this issue with customers, which steps have resolved this specific issue? Can you share each solution that has worked? Will you please avoid sharing the generic answers, such as "reboot" and "delete your AI preferences file" unless you have records of these steps fixing *this* specific issue?
Thank you for taking the time to consider my request. I do like my Adobe products but this is driving me batty!
Can someone from Adobe please chime in on this? The problem has been happening for over a year for me and it is making me lose confidence in Adobe products. It happens to me on a daily basis, if I try to open a file that is somewhat large in size, the screen freezes and I have to move the window around, or change the window size to jostle Illustrator back to functioning and get it to open the file. What is the problem? and how will Adobe fix this?
I am having this problem right now and I've been experiencing it for years. I currently have 8 or so files open and out of nowhere illustrator will stop functioning and just freeze up. When I try to switch tabs, open a panel, menu, anything really, my screen does not budge even if I'm using keyboard shortcuts to tab over. The only thing that snaps illustrator out of it is if I manually change the size of the illustrator window by clicking on a corner and making it larger/smaller. As soon as I do that everything on my screen wakes up and works correctly until I need to view a different tab. Once I start having this issue (and it happens regularly, has been for years) I have to do the window resize trick every time I need to view a different doc. My only other option when in the middle of a huge project with several tabs going at once is to go one by one and save every open file and then quit illustrator and restart my computer. It is painful and depending on my patience level, that's usually when I quit working for the day because having to go through and reopen all my working files and set them back up after restarting my computer sends me into hysterics.
João Borges commented
Not solved yet. I always have to close the program and open again. Very stressful when I have multiple files opened. This problem and the photoshop scratch disks combined are a nightmare.
Dima Kordun commented
same problem here 100%
any updates ?
Sagi Shutzman commented
Any updates on this issue?
I also experience this issue (and my teamates as well)
MacBook Pro (16-inch, 2019)
macOS Catalina 10.15.6
also have this issue - please help adobe crew!
Same issue here. This happens in both Illustrator and Photoshop.
The issue is normally rectified by restarting which is a pain do when in happens multiple times every day.
Something that this video does not show is that it happens not just to the document tabs but to all the tools palettes, too.
João Borges commented
Same problem here, it's super annoying and its happening for quite some time. Please fix this URGENT problem because its a real workflow killer :(
I too am having this issue, the only way to continue is to quit out and relaunch ai. It has started happening since I updated to Catalina and ai 24.0.3
I use no 3rd party plug ins, mainly use ai and ps.
This problem is starting to swallow up large amounts of my day when trying to switch between projects, so a solution would be awesome.
I've got this problem too. Fixes when I quit and restart. But that reeeeallly sucks when I'm working on 10 different projects simultaneously for multiple clients haha
The same thing is happening to me. It works sometimes, and other times it doesn't work. There's no sure way to get it to work.
meghann sommer commented
has been happening to me non stop! adobe please help!