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
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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Julien commented
Problem still exists when saving to server. Saving to desktop was possible, but this is a terrible band-aid.
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Anonymous commented
I used ver. 24.0.1 and have the same problem with "Save as" function. Fix the problem asap.
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erica commented
Returning to say the issue is still occuring... weeks later.
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Mark Buchler commented
The issue isn't fixed. I'm getting it in the 24.0.1 version.
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Anonymous commented
Any news about this issue?
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Kevin commented
This problem is not fixed in 24.0.1. It seems to occur only when saving to an external network storage location.
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Evin Dosdall commented
I have upgraded to CC 24.0.1 but the problem still exists.
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Anonymous commented
Yep not only files are being erased but my workspace keeps reseting evertime I open illustrator
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Gaz commented
Why is this bug still present and why on Earth has there been no acknowledgement from Adobe for over two weeks?
Shameful.
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NADZREEQ NOR MAJID commented
this is stupid, just make a simple design, save it. Make small adjustment, try to save it, and this occur. please fix this asap.
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Eric Lim commented
Its not fixed.... I keep having the problem too... Today is 13 Dec 2019
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Anonymous commented
Did not fix it for me.
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Lance Dunn commented
12/11/2019. This problem is not fixed for us and we are using the latest edition. Files are still being erased.
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James Russell commented
What's the story with this, please? As it's still causing an issue with this release. As LJ commented below, I have turned off GPU performance and its no longer flagging the error, however, I don't see why I should be running substandard performance because of a software error.
It's not good enough considering how much we all pay annually.
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LJ commented
This worked.... currently on Catalina and adobe illustrator version 24.0.1 wouldn't save at all .... turned off GPU & now it works and saves (Cmd+E)
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Anonymous commented
This problem won't fix even after the update! Immediate action required now from Adobe Illustrator team!
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Anonymous commented
Thanks Anish, but the problem is still present in the update. Could you please send some feedback to your developers?
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Stephan commented
I've unchecked a Beta function in the Preferences -> file management. That seems to help.
I'm using Dutch, but in English the preference must be something like:
"Optimize opening and saving files in slow network environments (Beta)". -
Wendy Gill commented
Yes, agree with the last person. Fixed, but with a significantly slower save time.
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Anonymous commented
Fixed for me but save percentage does take an age to hit 100% even on the smallest of files.