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

78 votes

Anonymous shared this idea · Nov 5, 2019 · Report… · Admin →

Need More Info ·

AdminAnkit Goyal(Illustrator Team) (Admin, Adobe Illustrator) responded · Jan 15, 2020

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

Show previous admin responses (4)

Completed (Comments Open) ·

Anish Kumar responded · Nov 28, 2019

We have the fix available in the latest release. Please update Illustrator using Adobe Creative Cloud application to the latest build for version Illustrator CC 24.0.1

Please refer to our knowledge base FAQ – https://illustrator.uservoice.com/knowledgebase/articles/1844590 if you face difficulty in update.
Or get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html

Thanks
Anish Kumar

Done (In Beta) ·

AdminRama (Mgr, Software Development, Adobe Illustrator) responded · Nov 8, 2019

This issue is fixed in 24.0.1 beta build and you can download it from the location: https://www.adobeprerelease.com/

You need to join the Adobe Illustrator CC pre-release program after logging into the above site under the “Available Programs” tab. Your Adobe Creative Cloud login credentials will work perfectly here.

After joining to the pre-release program click on the “My Programs” tab and click on “View Program” button under the heading Adobe Illustrator CC.
In the downloads section builds are posted under title “24.0.1 Build 1”.

Please do let us know if the issue still persists on your system with this build or you have any other queries regarding Illustrator.

NOTE:

Please note the build is from our pre-release program. The information discussed within the program is confidential. Your participation and your knowledge of this information cannot be shared outside of the people in pre-release group per your acceptance of the Pre-release Agreement.

Following is the workaround for 24.0.0

Under Review ·

AdminRama (Mgr, Software Development, Adobe Illustrator) responded · Nov 6, 2019

This issue is reproducible at our end and investigation underway.

This issue is caused due to one of the PDF preset using custom Flattener preset. Users who run into this issue can try the following and update us in the comment

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 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

Need More Info ·

AdminAnkit Goyal(Illustrator Team) (Admin, Adobe Illustrator) responded · Nov 6, 2019

Hi,
Apologies for the inconvenience caused to you due to this issue.
We are unable to reproduce this issue in house.
Can you help the Illustrator team to isolate this issue further so that we can nail this down?
If yes, then please let me know the following:
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 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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Enaldi commented · September 30, 2020 2:53 AM · Report

Wow! This new version is seriously bugged. I just switched to it - what a mistake. I suddenly can't save files. I'm on a PC and have no PDF settings. Unacceptable for $50/month.

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Anonymous commented · September 28, 2020 8:56 PM · Report

I HATE the NEW ILLUSTRATOR & PHOTOSHOP 2020. I am having so much problems now with SAVING files and nothing seems to WORK. I wouldnt have updated it if it wasn't for a file that i needed to open up

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Billie L commented · September 28, 2020 2:07 AM · Report

Still not working for me. Not to mention my project layout is stripped back to basics every time I open AI.

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Jeremy commented · September 16, 2020 6:44 AM · Report

I'm on a Mac, 120.13.6. At this point, I'm paying you to cost me money. Missed a job today. Thanks.

Had no problem until I received a file yesterday from a graphic artist. Thought, huh, I guess I need to update. Now Illustrator is useless. How in the hell could you make this update with such piss poor testing?

I couldn't possibly be more mad at a company. This is unacceptable.

I can save files, but it's useless if I cannot email them. I get this:

"The following files couldn't be attached: LizRyan5.pdf. Please try again later."

None of the fixes listed here work. I have tried them all.

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Anonymous commented · September 15, 2020 8:48 PM · Report

This is absurd, literally cannot move forward has effected our entire company and we pay well over 450 per month for this service. I have spent two days now attempting to figure out what to do with a 65-page legal document that was written and must be saved but cannot. ABSURD is being polite.
FIX THIS NOW unacceptable for this to occur and not have customer service accept for a comment area.

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Varun commented · September 12, 2020 10:20 PM · Report

I'm so angry! We don't pay you for programs that cannot save files!! Fix this ******* thing ADOBE!!! Its ******* September 2020!!!

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Troy W commented · August 31, 2020 6:40 PM · Report

I'm having the same problem. Windows PC, Adobe Illustrator 24.2.3. I was able to save items just fine on August 13th, but can't today. Save As and Save A copy don't work either. I've tried the workarounds and suggestions, none change the outcome. I can export to Screens or Web (as a graphics file) but can't save the .ai file to save my changes.

Interestingly, the %appdata%\Adobe\Adobe PDF\Settings folder is EMPTY, even though I see PDF settings in Adobe PDF Presets, including ones that reference v1.3.

Ctrl-K Preferences \ File Handling and Clipboard settings make no difference.

Help!

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Anonymous commented · August 27, 2020 4:05 AM · Report

Okay, I'm having this same problem at save. CC 2020 on a PC. After spending a lot of time trying various things, losing my work, remaking my work, checking, unchecking, I finally decided to try the "Save a copy" function. It seemed to work. I shut that current file and opened the "copy" and everything was there. I'm so worn out from the struggle. I hope this bug gets fixed and an update available very soon.

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Alison Macdonald commented · August 26, 2020 4:21 PM · Report

I can also add that it seems to happen when I trying to save as jpg or png, but not when I save as tiff.
And, that the Settings folder is completely empty, both before and after, renaming and recreating, and trying to save the file in both cases.

% ls -lat Settings
total 0
drwxr-xr-x 5 alison staff 160 Aug 26 06:36 ..
drwxrwxr-- 2 alison staff 64 Aug 26 06:36 .

% ls -lat Settings\ Old
total 0
drwxr-xr-x 5 alison staff 160 Aug 26 06:36 ..
drwxr-xr-x 2 alison staff 64 Jul 15 2014 .
[shilling:Application Support/Adobe/Adobe PDF] alison%

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Alison Macdonald commented · August 26, 2020 4:13 PM · Report

I'll just add my name. I continue to have the same issue in spite of trying all the suggestions above.

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Sim Ng commented · August 24, 2020 9:31 AM · Report

I have encounter the same issue after update the illustrator last week. (v24.2.3)

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megan commented · August 16, 2020 3:01 AM · Report

I am having this issue as well so obviously it wasn't fixed! I don't pay for your programs not to work!

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Jen commented · August 11, 2020 11:05 AM · Report

"i)Open preference by pressing “Cmd+K”
ii)Go to “File Handling & Clipboard”
uncheck “Save in background”

This worked for me too

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Brandon Lesley commented · July 29, 2020 1:21 AM · Report

"i)Open preference by pressing “Cmd+K”
ii)Go to “File Handling & Clipboard”
uncheck “Save in background”

This worked for me

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Kennedy commented · July 28, 2020 3:44 AM · Report

Adobe, I'm sorry, but this f*cking sucks. We can't save our documents? Really?? I just wasted hours and have to start again. This isn't a glitch, it's a giant oversight...literally the basis of any computer program is saving content. I am so angry.

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RedJ commented · July 21, 2020 8:06 PM · Report

Only unchecking "Save in background" worked for me

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Anonymous commented · July 10, 2020 8:04 PM · Report

Followed all above, not able to save "Smallest file" PDF. Just updated to newest version.

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ChipChip commented · June 25, 2020 2:49 AM · Report

Following the workaround steps in part 4 helped and I was able to save. Do I need to reset the settings I turned off after saving? since this is a workaround?

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Darin Watson commented · June 17, 2020 7:48 PM · Report

An oddity I discovered--if I have Illustrator 23.1 installed on my computer (Windows), I don't have this issue, even if I'm using 24.2. Perhaps this will help someone else.

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jriley commented · June 5, 2020 11:12 PM · Report

I had to go all the way to the "uncheck Save in background" before I got this to work. Now, is Adobe going to pay for the job I'm having to reprint because of this problem?

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