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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Shane commented
I am also seeing this with one of our users. Anyone know how to resolve it? I've already uninstalled and reinstalled Adobe Illustrator 2020 (version 24), but it didn't help. Also tried Save As a new file name. Thanks!
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Ginny commented
It won't let me save ANY type of file after I downloaded the newest illustrator 2020. I get the attached error message.
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David commented
Same for me. Still not saving. Workaround doesn't work for me either.
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Michal commented
Still not saving :(
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Valentina commented
The program give me this error (see the attachment)
It says "can't save the file", which doesn't make sense.With the 2019 version I was able to save the press quality pdf and open it again with illustrator without problems.
Now I have tried to open the pdf saved with 2020 version, with illustrator 2019, and it open it as a normal pdf (I can't edit the text, images incorporated, etc). -
Geographik commented
After updating to Illustrator 2020 I can now no longer save any files as .ai files, I have to save them as another format. This includes new documents and old ones I am resaving. I am using macOS Mojave 10.14.6
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Anonymous commented
Yess! This worked, thank you! Can save & save as again!
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ken commented
This seems to fix the issue for now.
it took a bit to track down that path.
thanks...
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Tijl commented
I can't save a file as an ai file in the new version of Illustrator (2020). A dialog box with "an unknown error has occurred" appears.
I work on a mac OS High Sierra version 10.13.6
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Matt commented
I was getting the error when trying to save as a .ai file using AI 2020. I can verify that removing the presets as listed by the admin worked, and I'm now able to save .ai files.
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Anonymous commented
Try disable 'Optimize File Open and Save Time on Slow Nteworks (Beta)' in preferences.
I dunno why this beta feature is ON after upgrade or why beta feature is accessible in production software.
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Anonymous commented
Also receiving the 'Unknown error has occurred' message when attempting to save any .ai file to network, desktop or otherwise. This is a critical issue and needs investigating immediately. Numerous other reports of same issue from colleagues.
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Mark Wahlsten commented
AI 2020 V.24
macOS 10.13.6Same message as above for all attempts: "Unknown Error while saving".
— I tried opening two different vector logo files from CC Library (originally added via Illustrator CC 2019), and was unable to save edits to either of them. There are no hidden or locked layers.
— Save As new file on the desktop also got same error.
— Also tried to upload them to the CC Library as a new item, but no luck (same error).
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Anonymous commented
Here how it appears on mac os
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ken commented
With on line support (yes I found it) we are able to save to pdf first then without exiting save as AI format.
A bandaid for sure, but it seams to be a temporary fix.
Tech support was good, just a little more digging to find them.
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ken commented
When I try to save anything it gives me a pop up _ "An Unknown Error has occurred"
This is really Bad.
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Ray commented
After updating to Illustrator 24.0 on Mojave, I can't save an .ai file. I get The error message: "An unknown error has occurred".
23.1.1 still works fine though.