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Troubleshoot Illustrator cloud documents issues

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Illustrator

Illustrator

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  1. Illustrator User Guide
  2. Get to know Illustrator
    1. Introduction to Illustrator
      1. What's new in Illustrator
      2. Common questions
      3. Illustrator system requirements
      4. Illustrator for Apple silicon
      5. GPU performance
    2. Workspace
      1. Workspace basics
      2. Create documents
      3. Learn faster with the Illustrator Discover panel
      4. Accelerate workflows using the Contextual Task Bar
      5. Toolbar
      6. Default keyboard shortcuts
      7. Customize keyboard shortcuts
      8. Introduction to artboards
      9. Manage artboards
      10. Customize the workspace
      11. Properties panel
      12. Set preferences
      13. Touch Workspace
      14. Microsoft Surface Dial support in Illustrator
      15. Undo edits and manage design history
      16. Rotate view
      17. Rulers, grids, and guides
      18. Accessibility in Illustrator
      19. View artwork
      20. Use the Touch Bar with Illustrator
      21. Files and templates
    3. Tools in Illustrator
      1. Tools at a glance
      2. Select tools
        1. Selection
        2. Direct Selection
        3. Group Selection
        4. Magic Wand
        5. Lasso
        6. Artboard
      3. Navigate tools
        1. Hand
        2. Rotate View
        3. Zoom
      4. Paint tools
        1. Gradient
        2. Mesh
        3. Shape Builder
      5. Text tools
        1. Type
        2. Type on a Path
        3. Vertical Type
      6. Draw tools
        1. Pen
        2. Add Anchor Point
        3. Delete Anchor Point
        4. Anchor Point
        5. Curvature
        6. Line Segment
        7. Rectangle
        8. Rounded Rectangle
        9. Ellipse
        10. Polygon
        11. Star
        12. Paintbrush
        13. Blob Brush
        14. Pencil
        15. Shaper
        16. Slice
      7. Modify tools
        1. Rotate
        2. Reflect
        3. Scale
        4. Shear
        5. Width
        6. Free Transform
        7. Eyedropper
        8. Blend
        9. Eraser
        10. Scissors
        11. Dimension
    4. Generative AI (not available in mainland China)
      1. Generate scenes, subjects, and icons using text prompts
      2. Generate vector patterns using text prompts
      3. Generate vector shape fills using text prompts
      4. Recolor your artwork using text prompts
    5. Quick actions
      1. Retro text
      2. Neon glow text
      3. Old school text
      4. Recolor
      5. Convert sketch to vector
  3. Illustrator on the web (beta)
    1. Illustrator on the web (beta) overview
    2. Illustrator on the web (beta) FAQ
    3. Troubleshooting issues FAQ
    4. Keyboard shortcuts for Illustrator on the web (beta)
    5. Create and combine shapes on the web
    6. Add and edit text on the web
    7. Apply colors and gradients on the web
    8. Draw and edit paths on the web
    9. Work with cloud documents on the web
    10. Invite collaborators to edit on the web
  4. Illustrator on the iPad
    1. Introduction to Illustrator on the iPad
      1. Illustrator on the iPad overview
      2. Illustrator on the iPad FAQs
      3. System requirements | Illustrator on the iPad
      4. What you can or cannot do on Illustrator on the iPad
    2. Workspace
      1. Illustrator on the iPad workspace
      2. Touch shortcuts and gestures
      3. Keyboard shortcuts for Illustrator on the iPad
      4. Manage your app settings
    3. Documents
      1. Work with documents in Illustrator on the iPad
      2. Import Photoshop and Fresco documents
    4. Select and arrange objects
      1. Create repeat objects
      2. Blend objects
    5. Drawing
      1. Draw and edit paths
      2. Draw and edit shapes
    6. Type
      1. Work with type and fonts
      2. Create text designs along a path
      3. Add your own fonts
    7. Work with images
      1. Vectorize raster images
    8. Color
      1. Apply colors and gradients
  5. Cloud documents
    1. Basics
      1. Work with Illustrator cloud documents
      2. Share and collaborate on Illustrator cloud documents
      3. Share documents for review
      4. Upgrade cloud storage for Adobe Illustrator
      5. Illustrator cloud documents | Common questions
    2. Troubleshooting
      1. Troubleshoot create or save issues for Illustrator cloud documents
      2. Troubleshoot Illustrator cloud documents issues
  6. Add and edit content
    1. Drawing
      1. Drawing basics
      2. Edit paths
      3. Draw pixel-perfect art
      4. Draw with the Pen, Curvature, or Pencil tool
      5. Draw simple lines and shapes
      6. Draw rectangular and polar grids
      7. Draw and edit flares
      8. Trace images
      9. Simplify a path
      10. Symbolism tools and symbol sets
      11. Adjust path segments
      12. Design a flower in 5 easy steps
      13. Create and edit a perspective grid
      14. Draw and modify objects on a perspective grid
      15. Use objects as symbols for repeat use
      16. Draw pixel-aligned paths for web workflows
    2. Measurement
      1. Measure and plot dimensions
    3. 3D objects and materials
      1. About 3D effects in Illustrator
      2. Create 3D graphics
      3. Map artwork over 3D objects
      4. Create 3D Text
      5. Create 3D objects
    4. Color
      1. About color
      2. Select colors
      3. Use and create swatches
      4. Adjust colors
      5. Use the Adobe Color Themes panel
      6. Color groups (harmonies)
      7. Color Themes panel
      8. Recolor your artwork
    5. Painting
      1. About painting
      2. Paint with fills and strokes
      3. Live Paint groups
      4. Gradients
      5. Brushes
      6. Transparency and blending modes
      7. Apply stroke on an object
      8. Create and edit patterns
      9. Meshes
      10. Patterns
    6. Select and arrange objects
      1. Select objects
      2. Layers
      3. Expand, group, and ungroup objects
      4. Move, align, and distribute objects
      5. Align, arrange, and move objects on a path
      6. Snap objects to glyph
      7. Snap objects to Japanese glyph
      8. Stack objects    
      9. Lock, hide, and delete objects
      10. Copy and duplicate objects
      11. Rotate and reflect objects
      12. Intertwine objects
      13. Create realistic art mockups
    7. Reshape objects
      1. Crop images
      2. Transform objects
      3. Combine objects
      4. Cut, divide, and trim objects
      5. Puppet Warp
      6. Scale, shear, and distort objects
      7. Blend objects
      8. Reshape using envelopes
      9. Reshape objects with effects
      10. Build new shapes with Shaper and Shape Builder tools
      11. Work with Live Corners
      12. Enhanced reshape workflows with touch support
      13. Edit clipping masks
      14. Live shapes
      15. Create shapes using the Shape Builder tool
      16. Global editing
    8. Type
      1. Add text and work with type objects
      2. Reflow Viewer
      3. Create bulleted and numbered lists
      4. Manage text area
      5. Fonts and typography
      6. Convert text within images into editable text
      7. Add basic formatting to text
      8. Add advanced formatting to text
      9. Import and export text
      10. Format paragraphs
      11. Special characters
      12. Create type on a path
      13. Character and paragraph styles
      14. Tabs
      15. Find missing fonts (Typekit workflow)
      16. Arabic and Hebrew type
      17. Fonts | FAQ and troubleshooting tips
      18. Creative typography designs
      19. Scale and rotate type
      20. Line and character spacing
      21. Hyphenation and line breaks
      22. Spelling and language dictionaries
      23. Format Asian characters
      24. Composers for Asian scripts
      25. Create text designs with blend objects
      26. Create a text poster using Image Trace
    9. Create special effects
      1. Work with effects
      2. Graphic styles
      3. Appearance attributes
      4. Create sketches and mosaics
      5. Drop shadows, glows, and feathering
      6. Summary of effects
    10. Web graphics
      1. Best practices for creating web graphics
      2. Graphs
      3. SVG
      4. Slices and image maps
  7. Import, export, and save
    1. Import
      1. Place multiple files
      2. Manage linked and embedded files
      3. Links information
      4. Unembed images
      5. Import artwork from Photoshop
      6. Import bitmap images
      7. Import Adobe PDF files
      8. Import EPS, DCS, and AutoCAD files
    2. Creative Cloud Libraries in Illustrator 
      1. Creative Cloud Libraries in Illustrator
    3. Save and export
      1. Save artwork
      2. Export artwork
      3. Create Adobe PDF files
      4. Adobe PDF options
      5. Use Illustrator artwork in Photoshop
      6. Collect assets and export in batches
      7. Package files
      8. Extract CSS | Illustrator CC
      9. Document info panel
  8. Printing
    1. Prepare for printing
      1. Set up documents for printing
      2. Change the page size and orientation
      3. Specify crop marks for trimming or aligning
      4. Get started with large canvas
    2. Printing
      1. Overprint
      2. Print with color management
      3. PostScript printing
      4. Print presets
      5. Printer's marks and bleeds
      6. Print and save transparent artwork
      7. Trapping
      8. Print color separations
      9. Print gradients, meshes, and color blends
      10. White Overprint
  9. Automate tasks
    1. Data merge using the Variables panel
    2. Automation with scripts
    3. Automation with actions
  10. Troubleshooting 
    1. Fixed issues
    2. Known issues
    3. Crash issues
    4. Recover files after crash
    5. Safe mode
    6. File issues
    7. Supported file formats
    8. GPU device driver issues
    9. Wacom device issues
    10. DLL file issues
    11. Memory issues
    12. Preferences file issues
    13. Font issues
    14. Printer issues
    15. Share crash report with Adobe
    16. Improve Illustrator performance

Learn about some common errors you might get while using cloud documents in Illustrator.

Could not open a cloud document

Issue

Workaround

Error when Illustrator cannot open your cloud document even though you are connected to internet and online.

Go to Creative Cloud website > Your work tab > Cloud documents, browse through the cloud documents to locate the one you're looking for.

For details, see Getting started with cloud documents.

You should be able to download this document as local file. And then upload again to cloud documents if the earlier document is not opening.

Assets are not synced

Issue

Workaround

If you notice that your cloud docs are not getting synced from one machine to another or from your machine to creative cloud website.

  • Check if your computer is operating in offline mode:
    Go to Home screen > Cloud Documents. Check if the offline banner or cloud icon with x is displayed.
  • If the computer is operating in online mode, wait for the sync operation to complete and then retry. Sync operations will vary in time based on the size of the document and network performance. 
  • If your computer is displaying the Cloud Document organizer in online mode, follow the steps outlined here: Resolve connection errors.

Network error | No Internet connection | Offline editing

Issue

Workaround

Error when cloud documents system detects that your computer is either not connected to the network or the connection is intermittent. Normally this results in cloud documents falling back into offline mode. 

  • Check if your computer is operating in offline mode:
    Go to Home screen > Cloud Documents. Check if the offline banner or cloud icon with x is displayed.
  • If your computer is displaying the Cloud Document organizer in online mode, follow the steps outlined here: Resolve connection errors.

Syncing failed | Request timed out

Issue

Workaround

  • When the application attempts to synchronize changes made in local files to the cloud documents and vice versa. It generally happens due to a non-performing or disconnected Internet connection.
  • The cloud documents system is either not connected to the Internet or the connection is intermittent.

  1. Retry the operation. It might solve the issue if the request fails due to a slow Internet connection.
  2. Check your Internet connection and follow the steps outlined here: Resolve connection errors.
  3. If you think the Internet connection is fine:
    1. Quit Illustrator and stop the coresync process (using Activity Monitor on macOS or Task Manager on Windows).
    2. Relaunch Illustrator.

User account suspended

Issue

Workaround

When your account is suspended due to various reasons.

Check your account details and status.

Generic unknown error

Issue

Workaround

When an unknown error occurs.

  • Retry the operation
  • Quit and restart Illustrator.
  • Restart your computer.

Cloud storage full

Issue

Workaround

When your cloud storage is full.

When you delete cloud documents from Home screen, they are moved into your deleted folder. To free up storage space, you must permanently delete them from the Home Screen > Cloud Documents > Deleted section. 

Activation level reached

Issue

Workaround

When you exceeds the maximum sign-ins or activation allowed for Creative Cloud.

Follow the steps outlined here: Creative Cloud "Activation limit reached" or "Sign-in failed" error

Assets are not synced

Issue

Workaround

If you notice that your cloud docs are not getting synced from one machine to another or from your machine to creative cloud website.

  • Check if your computer is operating in offline mode:
    Go to Home screen > Cloud Documents. Check if the offline banner or cloud icon with x is displayed.
  • If the computer is operating in online mode, wait for the sync operation to complete and then retry. Sync operations will vary in time based on the size of the document and network performance. 
  • If your computer is displaying the Cloud Document organizer in online mode, follow the steps outlined here: Resolve connection errors.

Naming conflict

Issue

Workaround

When two documents have the same name in the same folder.   

When one document is in the cloud and the other document is a locally-synced document, the system will rename one of the documents to a unique name.

Then, the cloud documents system will refresh to show the unique name and you can retry your operation.

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