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 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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