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Virendra Singh Tomar

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  1. Illustrator freezes when clicking “New File” on Windows

    2 votes

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    Need More Info  ·  2 comments  ·  Illustrator (Desktop) Bugs » Actions  ·  Admin →
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    Virendra Singh Tomar commented  · 

    Hello Chiara,

    We have made several attempts to reproduce this issue on our engineering side, but we have not been able to replicate the behavior in the latest GA builds.

    If you are still experiencing this problem with the latest GA version, I would like to request a live debugging session with the engineering team. This will allow us to investigate the issue in real time, gather additional diagnostics, and better understand the conditions under which the problem occurs.

    Please let us know if the issue is still reproducible in your environment and share your availability so that we can arrange a session.

    Please also share the system information along with OS used

  2. Illustrator not letting me save my files or very slow

    3 votes

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    Need More Info  ·  2 comments  ·  Illustrator (Desktop) Bugs » File Save, Import and Export  ·  Admin →
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    Virendra Singh Tomar commented  · 

    Hello David,

    The issue could originate from one of several areas, so we’ll need to follow a process of elimination to determine the root cause (RCA).
    We would appreciate your help in completing the following diagnostic steps:

    a. Network Speed Test
    Please run a network speed either with the help from your admin network or self-test setup via Google Fiber Speed Test https://fiber.google.com/speedtest/ and share the results.

    b. Local File Copy Test
    Please copy the same file that is experiencing lag to your local machine and verify whether the issue still persists.

    c. Traceroute Test :From the Mac Terminal, please run the following command: traceroute dropbox.com

    d. Dropbox Connectivity Test
    Please run the Dropbox host test available at
    https://testmy.net/hoststats/dropbox
    and share the results.

    e. VPN Check
    Please let us know whether you are currently connected to a VPN. If yes, has there been any recent change to the VPN configuration, client version, or related network/security settings?

    f. Cross-Application Verification
    Please open another Adobe application such as Photoshop, Acrobat, or InDesign and check whether similar latency or lag is observed there as well, or if the issue appears to be specific to Illustrator.

    Once we receive the outputs from the above tests, we will perform a thorough analysis and get back to you with our findings and next steps.

    Thanks,
    Virendra