Skyla Storey
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Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.
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I was just having this problem, thought it was because I tried tracing an image with a white background instead of transparent. Turns out it wasn’t working because I didn’t input a preset amount of colors for the image I wanted to trace.
1. Click on image you want to trace
2. Go to properties panel for that image
3. Under “Quick Actions” click “Image Trace” and select the amount of colors from the dropdown.
This is ok if you’re doing one or two photos. If you need to trace many photos do this instead:
1. Select Window from dropdown options at the top of screen
2. Select “Image Trace” a new window should stay open on your screen
3. Select image you want to trace
4. Select amount of colors from dropdown next to “Preset”
5. Select “Trace”
I hope this helps someone!