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Map contents not syncing to Illustrator layers despite "sync successful" message

KarenKey2

Hello,

Last fall I was able to use the ArcGIS extension for Illustrator to save a web map, import it into the program, and sync it to produce vector map elements.

I updated to Illustrator 2023 a couple of months ago and lost the extension, so I downloaded the current version and installed today. Now, when I go to sync a map to the artwork layers, it doesn't load any of the elements except for the copyright stamp. Otherwise, it's a blank white canvas and the layers are empty. I'm not getting any sort of error code...it tells me it's syncing successfully every time.

If I switch to the legacy mapping profile, it's able to produce PART of the content (in this case, paths for a trail map), but not the topography layer, so that doesn't help me much.

Appreciate any help.

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Accepted answers

Anna_Breton

Hi All,

The Maps for Adobe team has just released the 3.5 version of the extension. We worked on resolving this issue in this release. To acquire this fix, please install the latest version of the extension. You can do that through the in-app upgrade, or you can find the latest installer on our product page.

Best,

The ArcGIS Maps for Adobe Team

All comments

Anna_Breton

Hi All,

Best,

The ArcGIS Maps for Adobe Team

Anna_Breton

@Brianna_Eaton thanks for the link. I'm able to reproduce your issue and the team is currently investigating the issue.

Brianna_Eaton

Hi @Anna_Breton Here is a link to a copy of the map. https://arcg.is/1Tb9ru0

Anna_Breton

Hi there @Brianna_Eaton,

Any chance you could share your webmap so we can investigate the issue further?

Best,

Anna

Brianna_Eaton

I am having a similar issue after updating the extension to 3.4.0 - I have been trying to download a heatmap all day [from an ArcGIS web map]. My basemap will download, it makes a layer for the heatmap on my artboard, however the layer is empty - even though I get a successful download message.

I have tried on two Mac computers:

1. Running Ventura 13.0 - Illustrator 27.3.1 up to 27.4 have been tried [with same results]

2. Running Ventura 13.2.2 - Illustrator 27.2 up to 24.4 have been tried [same results]

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MadhuraPhaterpekar

Hi @MarciFermier

We are unable to replicate this in-house in testing. Could you please share a screenshot of you compilation window and reference the data layers you are using?

MadhuraPhaterpekar

Hello @MichaelTemchine1

We are unable to replicate this in-house in testing. Could you please share a screenshot of you compilation window and reference the data layers you are using?

MarciFermier

I downgraded to the previous extension version, which was working fine (albeit slowly)! And now today I'm randomly getting the "print services unavailable" error.

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Error_Log02.txt

MichaelTemchine1

I have installed 26.5.2, restarted my computer and now I just keep getting an error sayinf the print service is currently unavailable.

MichaelTemchine1

Good afternoon,

I too am running into this issue. I have received error statements such as:

Print service is currently unavailable
File closed before map sync completion
Trying to sync too many layers (paraphrasing)

If no error messages pop up it is as described elsewhere, white canvas with copyright and Esri logo only.

I am using Illustrator 27.2.

I just updated the extension to the latest.

My MacOS is Ventura 13.2.1 (22D68).

Thanks

Michael

TomLong

I'm having the same problem. Running Illustrator 27.2 on Windows 10 Enterprise v21H2.

Anna_Breton

Hi All,

We're sorry about the inconvenience to your workflows.

The issue is still under investigation and the team is actively looking into it.

A workaround for the time being is installing an older version of Illustrator.

Illustrator versions 27.0 or 26.5.2 appear to work with Maps for Adobe 3.3.2.

To install an older version of Illustrator, please uninstall Maps for Adobe, switch to an appropriate version of Illustrator, and then reinstall Maps for Adobe. This install order is important.

Hopefully this workaround helps. We will keep everyone updated when we have more info.

Best,

Anna

MarciFermier

I am having the same problem on both my work Macbook (M1) and personal Macbook (Intel). All was fine before updating the extension to 3.3.2. Help, please!

EmilyLewis

Hi @Anna_Breton a coworker and I are both having this same issue as well. We're both working on PCs Windows 10 and have the most recent update for Illustrator and the ArcGIS extension as well.
Happy to hear any updates on this issue.

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AlexandraSwanson

Hi Anna,

I tried these steps, and not only is it not working for me now, but the extension isn't working for anyone in my organization (all running Windows 11 I believe). We've also tried playing with installing older versions of Illustrator and/or the plugin to no success.

We're either getting an error message or just a "successful sync" except the resulting map is a completely blank grey box with just the esri logo on it.

JustinBurker

I started a new job and thought it was just how my work pc was setup. I am having the same issues both on my work pc and home desktop (different accounts). Work is Windows 10 Pro, Home is Windows 11 pro. Home is 3.32 and Illustrator 27.2. I think work was the same.

Anna_Breton

Thanks for the details @AlexandraSwanson and @KarenKey2 . We're currently looking into this and will post updates when we have any.

AlexandraSwanson

No, I'm on PC running Windows 11

KarenKey2

I am on Monterey 12.2.

Anna_Breton

@KarenKey2 @AlexandraSwanson are both of you running the extension on a Mac? If so can you share which MacOS you're running?

AlexandraSwanson

Hi, I'm having the same issue today!

I am already running Illustrator 27.2 and the latest version of the plugin, which was working yesterday.

I can try to uninstall and reinstall.

Anna_Breton

Good to hear, thanks for the update!

KarenKey2

Hi Anna,

I'm happy to say that updating to Illustrator 27.2 and updating the ArcGIS extension when it prompted me to this morning seems to have fixed the problem. Thank you for the help!

Anna_Breton

Hi @KarenKey2 ,

Sorry about this inconvenience to your mapping workflow. This is something the team is actively looking into.

I have a few questions for you that may help us narrow down the issue. Are you running the extension on a Mac? If possible can you send your computer's System info, and specific Illustrator and Maps for Adobe versions? That would all be very helpful.

Here are a couple options that you can try to resolve this issue.

1) You can try using AI 2022, as opposed to 2023. In 2022 you should be able to sync successfully.

2) Try uninstalling Maps for Adobe, uninstalling Adobe 2023, restarting your machine, reinstalling Adobe 2023, reinstalling the latest version of Maps for Adobe (it can be found here https://www.esri.com/en-us/arcgis/products/maps-for-adobecc/downloads)...and then try your sync workflow. If you try this option, please make sure you uninstall and reinstall in the specific order I mentioned above.

Let me know if these options help!

Best,

Anna

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