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AI 2020 V.24 Unknown Error while saving in AI "when a PDF joboption file is present in the adobe PDF preferences folder"

Just updated to V.24.
There is a critical bug while saving on an external hard drive or a network storage. The saving process ends with a generic error and the file just DISAPPEAR from the server.

I'm on MacOS 10.14.6

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Need More Info  ·  AdminAnkit Goyal(Illustrator Team) (Admin, Adobe Illustrator) responded  · 

Hi,

Thanks for reporting the issue .
We have fixed the bug which was orignally reported but it seems some users are still facing the issue.

We are not able to reproduce this issue in house now ,Kindly provide following info to nail down this issue:

1)Kindly provide some video , Test file(Via File→Package) & some steps with which you are facing issue and share with us at ShareWithAI@adobe.com .

2)Please try the below mentioned workaround and let us know if that helps:

If you do not use custom Adobe PDF presets/joboptions or not heard of it then follow the below steps
1. Navigate to user presets folder
Win: appdata\Adobe\Adobe PDF\Settings
Mac: ~/Library/Application Support/Adobe/Adobe PDF/Settings
2. Rename the folder to “Settings old” and create a new empty folder “Settings” in the same place
3. Launch Illustrator and check if you can save the document

If you use custom Adobe PDF presets then follow below steps
1. Go to Edit > Adobe PDF Presets
2. Check PDF compatibility of PDF presets that are not default
3. Make a note of presets that use PDF compatibility version 1.3
4. Quit Illustrator
5. Navigate to user presets folder
Win: appdata\Adobe\Adobe PDF\Settings
Mac: ~/Library/Application Support/Adobe/Adobe PDF/Settings
6. Move the presets identified in step 3 out of this folder
7. Launch Illustrator and check if you can save the document

3)Please share your preset folder in a Zip File
Win: appdata\Adobe\Adobe PDF\Settings
Mac: ~/Library/Application Support/Adobe/Adobe PDF/Settings

4)Please try the below mentioned workaround and let us know if that helps:

Steps:
i)Launch Illustrator
ii)Open preference by pressing “Cmd+K”
iii)Go to “File Handling & Clipboard”
iv)Uncheck "Optimize file Open and Save Time on Slow Network (Beta) "
v)Click ok
vi)Try to save file and let us know if that helps
If it is still reproducible
i)Open preference by pressing “Cmd+K”
ii)Go to “File Handling & Clipboard”
uncheck “Save in background”
iii)Click ok
iv)Try to save file and let us know if that helps

Kindly share the above with us at ShareWithAI@adobe.com in a Zip file. Please mention the title of this issue as the subject of the mail.

Thanks and Regards
Ankit Goyal
Illustrator Team

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  • Wendy Gill commented  ·   ·  Report

    Sounds like I'm the only person who is no longer having this issue after the latest update. I ran the update from CC, restarted everything and no longer getting the "An unknown error has occurred" message when I'm saving .Ai files. I do work on a network also. Hope everyone else gets fixed soon too.

  • Stephan commented  ·   ·  Report

    Fix from latest release did not work

  • Russ commented  ·   ·  Report

    Similar issues affecting all of us in the studio when using Illustrator. I tried the suggested update a few weeks ago and it didn't fix it. Illustrator can't see the save location so you have to choose the target destination again.

    Then is says it's unable to save the file.

    So you try again, input the file name again, hit save and then it saves to the chosen destination on the second attempt.

    This happens every single time you try to save a new illustrator file. Essentially you have to go through the save procedure twice to complete the save task. I thought it might be Catalina, but the problem doesn't occur on any other Creative Cloud apps?

    Thanks, a fix would be amazing
    Russ

  • John commented  ·   ·  Report

    Having some major issues here with Illustrator ...

    Running Mac OS Catalina 10.15.1

    Illustrator v 24.0.1

    Cannot open existing illustrator files - keep getting unkown file - error has occurred etc ...

    Please help

    Regards
    John

  • erica commented  ·   ·  Report

    The issue now is that you still get the "file cannot be saved" error when you save, but if you try to save again immediately after it works. Please look into this as the issue is not resolved, at least on MacOS 10.14.6

  • Sara commented  ·   ·  Report

    This is the worst upgrade ever. We can't resolve the issue in our entire art department so reverting back to 2019 version.

  • erica commented  ·   ·  Report

    This issue is still occurring. It was not fixed in the update.

  • Shaun commented  ·   ·  Report

    Exactly the same issues here. Update did not fix. We have a whole team with save issues in a busy design studio. Adobe really need to sort out server issues and stop pretending companies don't work over a network. Seems to be another fingers in the ears moment from Adobe.

  • Bianca commented  ·   ·  Report

    I can't export PDF's from 2020 at all. I just get pages like the attached and it's driving me MAD. Also, 2020 is so incredibly slow when it comes to saving. Have gone back to 2019 with no issues. Kind of crazy that Adobe would release such a buggy update.

  • Anonymous commented  ·   ·  Report

    When i try to save in AI file 2020 it showing an error window saying it cant be saved. Then i'm saving the file as PDF and then when i try to save as AI , it works normally

  • NADZREEQ NOR MAJID commented  ·   ·  Report

    the bug came out when I'm saving my file, and then do some adjusting while the saving indicator still not done yet. After a while, the file can't be saved at all. Im using illustrator on window 10.

  • Irina commented  ·   ·  Report

    I have this bug too, on random files. Its only possible to save the file as illustrator default PDF and then save again as ai file. I'm not sure what do you mean about presets compatibility. I need few presets 1.3 version, as my printing house demands.

  • Dina commented  ·   ·  Report

    After update to v24; we (several users in the house cannot save as ai file (an unknown error has occured).
    I have tried to remove prefs and reinstalled. Same thing.
    How is it even possible for Adobe to launch this version with a fatal issue like this!!!!

  • Brad J commented  ·   ·  Report

    I've had to just go back to 2019 version. I'll wait for an official update through the app. Don't feel like jumping through hoops and all the steps.

  • Anonymous commented  ·   ·  Report

    Getting same error on Windows 10. Can only save as svg.

  • stefaan van damme commented  ·   ·  Report

    here here, the only way i can save is by saving it as a pdf with illustrator setting. please resolve

  • Anonymous commented  ·   ·  Report

    Happening here too - MacOs 10.14.6 MacPro 5,1 28GB. Saving locally. The only workaround is to save as PDF first then save again as .ai very frustrating. If it's fixed in the beta. then release the code to fix as a patch, nobody wants to download more buggy software.

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