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Troubleshoot create or save issues for Illustrator cloud documents

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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
    2. Workspace
      1. Workspace basics
      2. Learn faster with the Illustrator Discover panel
      3. Create documents
      4. Toolbar
      5. Default keyboard shortcuts
      6. Customize keyboard shortcuts
      7. Introduction to artboards
      8. Manage artboards
      9. Customize the workspace
      10. Properties panel
      11. Set preferences
      12. Touch Workspace
      13. Microsoft Surface Dial support in Illustrator
      14. Undo edits and manage design history
      15. Rotate view
      16. Rulers, grids, and guides
      17. Accessibility in Illustrator
      18. Safe Mode
      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
    4. Quick actions
      1. Retro text
      2. Neon glow text
      3. Old school text
      4. Recolor
      5. Convert sketch to vector
  3. 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
  4. 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
  5. 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. Image Trace
      7. Simplify a path
      8. Define perspective grids
      9. Symbolism tools and symbol sets
      10. Adjust path segments
      11. Design a flower in 5 easy steps
      12. Perspective drawing
      13. Symbols
      14. Draw pixel-aligned paths for web workflows
    2. 3D objects and materials
      1. About 3D effects in Illustrator
      2. Create 3D graphics
      3. Map artwork over 3D objects
      4. Create 3D Text
    3. 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
    4. 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
    5. Select and arrange objects
      1. Select objects
      2. Layers
      3. Group and expand objects
      4. Move, align, and distribute objects
      5. Stack objects    
      6. Lock, hide, and delete objects
      7. Copy and duplicate objects
      8. Rotate and reflect objects
      9. Intertwine objects
    6. 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
    7. Type
      1. Add text and work with type objects
      2. Create bulleted and numbered lists
      3. Manage text area
      4. Fonts and typography
      5. Format type
      6. Import and export text
      7. Format paragraphs
      8. Special characters
      9. Create type on a path
      10. Character and paragraph styles
      11. Tabs
      12. Text and type
      13. Find missing fonts (Typekit workflow)
      14. Update text from Illustrator 10
      15. Arabic and Hebrew type
      16. Fonts | FAQ and troubleshooting tips
      17. Create 3D text effect
      18. Creative typography designs
      19. Scale and rotate type
      20. Line and character spacing
      21. Hyphenation and line breaks
      22. Text enhancements
      23. Spelling and language dictionaries
      24. Format Asian characters
      25. Composers for Asian scripts
      26. Create text designs with blend objects
      27. Create a text poster using Image Trace
    8. Create special effects
      1. Work with effects
      2. Graphic styles
      3. Create a drop shadow
      4. Appearance attributes
      5. Create sketches and mosaics
      6. Drop shadows, glows, and feathering
      7. Summary of effects
    9. Web graphics
      1. Best practices for creating web graphics
      2. Graphs
      3. SVG
      4. Create animations
      5. Slices and image maps
  6. 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
      1. Save artwork
    4. Export
      1. Use Illustrator artwork in Photoshop
      2. Export artwork
      3. Collect assets and export in batches
      4. Package files
      5. Create Adobe PDF files
      6. Extract CSS | Illustrator CC
      7. Adobe PDF options
      8. File information and metadata
  7. 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
  8. Automate tasks
    1. Data merge using the Variables panel
    2. Automation with scripts
    3. Automation with actions
  9. Troubleshooting 
    1. Crash issues
    2. Recover files after crash
    3. File issues
    4. Supported file formats
    5. GPU device driver issues
    6. Wacom device issues
    7. DLL file issues
    8. Memory issues
    9. Preferences file issues
    10. Font issues
    11. Printer issues
    12. Share crash report with Adobe
    13. Improve Illustrator performance

Identify and troubleshoot issues with creating or saving cloud documents in Illustrator.

Issues

Possible resolutions

  • Unable to create or save a cloud document.
  • The home screen shows an empty list of recent documents or a 'Something went wrong' message appears.
  • A dialog with 'Cloud document is not available' or a dialog that says 'Your version of CoreSync is incompatible with this version of Illustrator' appears.
  • Illustrator desktop Creative Cloud sync requires an update or is not running correctly.

Troubleshoot cloud document create or save errors

Insufficient memory

Already open

Device issues

Unexpected issues

Insufficient system memory

Illustrator cannot save the document when your system does not have enough memory (RAM) to perform the save process. One of the reasons for less memory can be too many applications open on your computer. 

Document open in another version

Illustrator cannot save the document if it is open in another version of Illustrator.

  • Close the document that is open in another version of Illustrator.
  • If you are unable to close the document, force close all versions of Illustrator or restart your computer. 
  • Try changing the document name.

Input/output device issues

Illustrator cannot save a cloud document when the write process is interrupted or if the document cannot be accessed or found. This generally happens when the Internet or network connectivity is lost. Check your connection and try saving the document again.

Unknown issues

Cloud document cannot be saved if you run into the following issues:

  • Unexpected or unknown errors
  • Document is damaged and beyond repair
  • File extension is not supported by Illustrator

Check for pending updates to Creative Cloud sync

  1. Quit Illustrator. 

  2. Open Adobe Creative Cloud desktop app.

    [Windows] Open your Start menu and click Adobe Creative Cloud.

    [macOS] In Applications, go to Adobe Creative Cloud folder. and launch  Adobe Creative Cloud.

  3. Click Proceed to execute any pending updates.

  4. When the update has completed, verify that the Creative Cloud Sync version is 5 or later. Go to Preferences > Creative Cloud > Files.

    If the update was completed but the version does not indicate the required version:

    1. Click the profile image and select  Sign out .
    2. Click the three dots next to Profile image > Quit.
    3. Relaunch Adobe Creative Cloud application.
    4. Sign back in using your Adobe ID.
    5. Verify the Creative Cloud Sync version.

     

  5. Verify that Adobe Creative Cloud preferences are enabled:

    1. Click the three dots next to profile image.

    2. Select Preferences.

    3. In General tab, ensure that you keep this option: Always keep Creative Cloud desktop up to date checked. 

  6. Relaunch Illustrator or go to the next step to update Creative Cloud. 

  7. Execute the Creative Cloud Update.

    • Restart your machine and launch Adobe Creative Cloud desktop.

    • If update banner is still not available:
      1. Click the three dots next to the profile image.
      2. Select Check for App Updates.
      3. Wait for the update to complete.

Troubleshoot coresync error

If receive the following error while opening cloud documents from the Home screen: 'Cloud document is not available'. This error generally occurs when your Creative Cloud app is not installed or not up-to-date. If you have administrator access on your machine, the following steps may address the issue:

  1. Sign out of Creative Cloud within the apps preferences.

  2. Quit the Creative Cloud desktop app from the apps preferences.

  3. Using Activity Monitor (macOS) or Task Manager (Windows), ensure that the following two processes are closed: CoreSync and Adobe Desktop Service.

  4. Navigate to the following path:

    • On Windows:

      • C:\Program Files (x86)\Adobe\Adobe Sync

    • On macOS:

      • /Applications/Utilities/Adobe Sync

  5. Rename the following folder CoreSync to CoreSync-OLD.

  6. Restart your machine and follow above steps to update Adobe Creative Cloud desktop app.

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