622 results found

1. Illustrator Distortion of Template and final art

   Yesterday morning or 3 prepress PC opened a billboard template, and it appeared distorted (Sketch Look). We checked all preferences and setting in both Illustrator and Windows and found no problems. Had artist build the billboard anyway. When the art was checked the numbers on the top and sides of the board extended beyond the live and bleed area. When doubled clicked on they came back within normal parameters. We check all Billboard templates with the other 3 prepress PCs and had no issues with the templates. Last night uninstalled and re-installed illustrator. The problem still exists. If I get another billboard built by this PC I will do a screen capture so the error can be viewed on a good PC with Illustrator.

   Yesterday morning or 3 prepress PC opened a billboard template, and it appeared distorted (Sketch Look). We checked all preferences and setting in both Illustrator and Windows and found no problems. Had artist build the billboard anyway. When the art was checked the numbers on the top and sides of the board extended beyond the live and bleed area. When doubled clicked on they came back within normal parameters. We check all Billboard templates with the other 3 prepress PCs and had no issues with the templates. Last night uninstalled and re-installed illustrator. The problem still exists. If I get… more

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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

2. Adobe CC 2018 Ai files not responding when opened and file panel not visible.
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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

3. Variable font remains static

   I've been working on various variable fonts, which, while there are sometimes are some GPU rendering issues in Illustrator, work as expected.

   However, my last creation remains static while changing the variable (see example). The font variation works perfectly in online environments, it's only in Adobe apps that this seems to be an issue.

   Using version 22.1

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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

4. Changing size in export doesn't change size

   When exporting files via Save As, if I change the size, it doesn't update the actual export size until I do something else, like toggle the clip to artboard on and off or change from optimize for Art to for type. This has been a persistent error across versions of Illustrator and MacOS for some time.

   Once you hit tab to leave that portion of the export dialogue, it should update without any additional steps.

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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

5. Drag, alt, and resizing are all working incorrectly & create new non-existent objects

   Items I select and resize seem to adjust from arbitrary points that appear, unrelated to the shape of the geometry. Attached, is a screenshot where I changed the scale of the blue diamond. The other green selected box doesn't actually exist, but is now included in the geometry of the original. If you group an object which has one of these phantoms, it will stay in the group indefinitely. Additionally, the alt-drag feature creates many duplicates. If you're scaling using the alt-command, it will work for a second and then start duplicating.

   I am on Illustrator 22.1,
   Mac OSX High Sierra, 10.13.4 (17E199)

   Items I select and resize seem to adjust from arbitrary points that appear, unrelated to the shape of the geometry. Attached, is a screenshot where I changed the scale of the blue diamond. The other green selected box doesn't actually exist, but is now included in the geometry of the original. If you group an object which has one of these phantoms, it will stay in the group indefinitely. Additionally, the alt-drag feature creates many duplicates. If you're scaling using the alt-command, it will work for a second and then start duplicating.

   I am on Illustrator 22.1,
   Mac OSX High… more

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   Request to Contact Support  ·  Illustrator Engineering 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

6. Illustrator CC (multiple versions) stroke alignment error when rectangle is set to a certain size

   I have tried this across multiple computers that have Illustrator CC at different updates (mine is 21.1.0) & get the same result every time.

   If you create a rectangle that is at least 48" w x 120" h, set the stroke to 0.25pt, no fill, align the stroke to the inside and the review the bottom left corner an error appears. The bottom part of the path tapers from the correct thickness to no thickness from right to left. It seems to go away if you make the stroke slightly thicker or if you make the rectangle smaller. Not sure how to solve this. Thanks!

   I have tried this across multiple computers that have Illustrator CC at different updates (mine is 21.1.0) & get the same result every time.

   If you create a rectangle that is at least 48" w x 120" h, set the stroke to 0.25pt, no fill, align the stroke to the inside and the review the bottom left corner an error appears. The bottom part of the path tapers from the correct thickness to no thickness from right to left. It seems to go away if you make the stroke slightly thicker or if you make the rectangle smaller. Not sure… more

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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.

   Thanks
   Anish Kumar
   Illustrator Team

7. The operation cannot complete because of an unknown error. [xlfd]

   I have two customers that send me hundreds of Illustrator files created using a Windows version of Illustrator. Every one of them reports this issue on opening: "The operation cannot complete because of an unknown error. [xlfd]." I click OK and everything is fine in the document as far as I can tell. The problem is that I need to batch save these files as PDFs, but I have to sit there and click "OK" for every file so defeating the purpose of batch processing. This is a recurrent bug with the last three revisions of Illustrator. Please resolve it.

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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

8. When using pathfinder crop my system locks up and has to be closed down.

   I am using pathfinder to crop and it has only worked a handful of times. The other times it locks up and program has to be restarted and it is VERY time consuming. Any suggestions would be appreciated. Thanks!

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   Request to Contact Support  ·  Raghuveer 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.
   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.
   This link will help you gather information before you call up support: https://helpx.adobe.com/illustrator/kb/crash-next-steps.html

9. Adobe Illustrator CC 2017 and Roland Cutstudio Plug-In Issue

   Hi all,

   I'm having great difficulties with Adobe Illustrator CC 2017 and using the Roland Cutstudio Plug-In on both Windows 7 64-bit and Mac OS Sierra 10.13.2.

   I have tried to install it both with the Adobe Creative Cloud HTML and also with Anistasy's Extension Manager. While the extension does appear, when I click on Print to Output I receive this message:

   Cutstudio is not found. If cutstudio is not installed, please install it. If cutstudio has never run, please run it. Then restart Adobe Illustrator.

   This error message only appears on the Windows 7 PC, I can confirm drivers are working as I was able to initiate a test print page.

   On the Mac, a similar thing happens but NO error message appears. I can't see the cutter in the printer list and I'm unable to locate a driver for the cutter.

   The cutter is a Roland CAMM1-Pro GX-500.

   I have tried reinstalling the plug-in via Adobe Cloud only and it still fails.

   I can confirm that in CS6 and CC 2015, there is no problem with the plug-in but we must use 2017 moving forward.

   Any ideas would be appreciated.

   Thanks.

   Hi all,

   I'm having great difficulties with Adobe Illustrator CC 2017 and using the Roland Cutstudio Plug-In on both Windows 7 64-bit and Mac OS Sierra 10.13.2.

   I have tried to install it both with the Adobe Creative Cloud HTML and also with Anistasy's Extension Manager. While the extension does appear, when I click on Print to Output I receive this message:

   Cutstudio is not found. If cutstudio is not installed, please install it. If cutstudio has never run, please run it. Then restart Adobe Illustrator.

   This error message only appears on the Windows 7 PC, I can confirm drivers… more

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   Request to Contact Support  ·  Ashutosh Chaturvedi responded

   Please contact Cutstudio support and check for compatibility with Illustrator version. Additionally, CC 2017 was not supported on 10.13 and we have fixed lot of compatibility issues with CC 2018

10. Crashing immediately when opened

    I have not been able to use Illustrator 2018 for over a week now. I am using High Sierra and I have checked all the updates. I can't open from a file or directly from the toolbar. I have sent a few crash reports but to no avail.

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    Request to Contact Support  ·  Illustrator Engineering responded

    I am 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

11. Ai artboards all look like someone took an eraser over them.

    Ai CC2018. Opening any file sent by my teacher for class, I am the only student in class whose artboard looks like someone took an eraser over it. We've checked for hidden layers, etc. to no avail. I cannot even find the uninstall option to uninstall and reinstall it. Can someone help? I'm running Mac 10.13.2.

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    0 comments  ·  Rendering Issues (GPU, CPU)  ·  Delete…  ·  Admin →
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    Request to Contact Support  ·  Anish Kumar responded

    This looks like an issue with the GPU driver. Please update the drivers for your GPU. Here is the link for the same: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html

    If you still face issue, get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html

    Thanks
    Anish Kumar
    Illustrator QE

12. Zoom issue

    When zooming in from 3200% to 6400% or more, this line starts acting weird. The stroke should not be outside of the path line, but it seems like it's having a rendering issue or something. Seems like it might be a problem only when previewing on CPU. I switched to GPU preview and it's fine, but if I switch back it looks like the attachment

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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

13. Can't move an object less than 1 pt

    When I drag an object to move it, it will move in increments of 1pt (e.g. I cannot move it 0.5pt).

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    Request to Contact Support  ·  Anish Kumar responded

    I am closing the ticket due to lack of response.
    If you are still facing issue after Nitish’s suggestion, 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.

    Thanks
    Anish Kumar
    Illustrator Team

14. Gradient stops being rotated when applied to a compound path

    When I make a compound path and give it a gradient and rotate it manually by 180 degrees everything is OK.
    When I rotate this object back by 180 degrees also everything is OK (gradient returns back to original 0 degrees). This how it should work.
    But when I save the file and open it again, this rotated object gets "damaged" — when I try to rotate it by 180 degrees, this gradient doesn't rotate, but it should. This happens only when I save the file and open it again. All guys in my team have the same problem with gradients in a compound path.

    When I make a compound path and give it a gradient and rotate it manually by 180 degrees everything is OK.
    When I rotate this object back by 180 degrees also everything is OK (gradient returns back to original 0 degrees). This how it should work.
    But when I save the file and open it again, this rotated object gets "damaged" — when I try to rotate it by 180 degrees, this gradient doesn't rotate, but it should. This happens only when I save the file and open it again. All guys in my team have the same problem with… more

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    Request to Contact Support  ·  Illustrator Engineering 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

15. Illustrator refusing to show fonts in character search when typing with no drop down, illustrator cc 2018

    Changing font by clicking in the character search bar doesn't bring up the drop down or show the font changing... it's acting really buggy

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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.

    Thanks
    Anish Kumar
    Illustrator Team

16. Hard crash GPU rendering MBP2016 - High Sierra

    I run a cleanly installed MBP2016:

    High Sierra 10.13.4
    3.3GHz i7
    16GB ram
    1TB SSD

    Illustrator Version 22.1

    On the current version of OS en Illustrator, but also for the past couple of releases I have experienced very frequent hard crashes of Illustrator when GPU preview is enabled.

    At random times, Illustrator will freeze, immediately after the entire system and only a hard reboot will bring it back.

    The phenomenon is frequent yet completely random (no obvious triggers).

    Disabling GPU preview immediately stops this from occurring.

    No obvious logs are generated during the event but I can run sysdiagnose if needed.

    Please note that I previously reported this issue on this forum but this report was ignored 'because I was running a beta version of the OS', even though it was quite obvious this has nothing to do with it...

    This has been occurring for months so it would be nice of someone would take heed...

    I run a cleanly installed MBP2016:

    High Sierra 10.13.4
    3.3GHz i7
    16GB ram
    1TB SSD

    Illustrator Version 22.1

    On the current version of OS en Illustrator, but also for the past couple of releases I have experienced very frequent hard crashes of Illustrator when GPU preview is enabled.

    At random times, Illustrator will freeze, immediately after the entire system and only a hard reboot will bring it back.

    The phenomenon is frequent yet completely random (no obvious triggers).

    Disabling GPU preview immediately stops this from occurring.

    No obvious logs are generated during the event but I can run sysdiagnose if… more

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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    We need 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.

17. layer panel crashes

    Scrolling in the layers panel on the laptop crashed illustrator
    and all the images disappeared from the recovered file.
    my illustrator version is 22.1 64bit.
    i am running win10 64 bit up to date.
    please fix this I am loosing whole days work due to this.

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    Request to Contact Support  ·  Illustrator Engineering 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. Invisible on a simulated black background

    (Illustrator CC5)
    When I went to enter some text, The text was invisible, even when I highlighted it

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    Request to Contact Support  ·  Illustrator Engineering 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

19. Placing/updating AI file links in INDD after update takes a very very very long time.

    After updating AI and INDD, placing AI files into INDD is taking a very long time. I made an update to an AI file that was placed into an existing INDD files that contains 13 placed AI files. I only updated a few of the linked AI files. Prior to the AI and INDD update, updating these placed links took a few seconds each max. Now, just to update the two links takes about 2 minutes.

    This MAY be an AI bug, but I don't know how make that determination as I updated bothat the same time.

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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    This seems to an InDesign issue or slowness of your file system or network. Illustrator has no role in the link update / place inside Indesign.
    Please log this on Indesign UserVoice : https://indesign.uservoice.com/
    or Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html .

20. fonts within symbols do not convert to paths when save as svg with option 'convert to outlines' checked
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    1 comment  ·  File Save, Import and Export  ·  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.

    Thanks
    Anish Kumar
    Illustrator Team