Jen Dexter
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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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Fix: update to newest version if possible, clear preferences in Illustrator (press and hold Shift-Ctrl/Command-Alt/Option and start Illustrator) may need to sign in and out of Creative Cloud and possibly reboot as well. But now mine works.