10 Replies Latest reply on Aug 24, 2017 3:46 PM by EvilBugQueen1

    Blank Image On Download

    Lawsome Level 1

      I licensed this image:

       

      real estate vector logo - image | Adobe Stock

       

      When I download it, it's blank.

       

      Can someone fix it or credit me back.

       

      Thanks

        • 1. Re: Blank Image On Download
          twaritar3263062 Adobe Employee

          Hi Graeme,


          I have licensed and downloaded the same image on my end, however, did not encounter the same issue. Could you please let me know which application are you trying to open this image with?

          Also, please send us some screenshots so that we can help you further with the issue.

          Regards,

           

          Twarita
          1 person found this helpful
          • 2. Re: Blank Image On Download
            Lawsome Level 1

            Hi Twarita,

             

            The preview on my MacBook is a blank square.

            Opening it in Illustrator is a blank square.

            Opening it in Photoshop is a blank square.

             

            Even downloading the preview before I licensed it was blank but had the Adobe Stock watermark in the middle.

            I assumed this was just an issue with the preview file download but the licensed one had the same issue.

             

            I've downloaded several previews and a licensed 2 other images all today without issue. Just this one.

             

            Thanks

            • 4. Re: Blank Image On Download
              twaritar3263062 Adobe Employee

              Hi,

               

              Thank you for the screenshot, I see that you are previewing the image in Finder, that is the reason you are not able to view the image, however in order to view the image you need to open it in Adobe Illustrator as .ai  file format is associated with Adobe Illustrator.

               

              Feel free to update this thread in case of any additional query.

               

              Regards,

              Twarita

              • 5. Re: Blank Image On Download
                Lawsome Level 1

                Twarita,

                 

                Please read the message 1 minute before I posted the image.

                • 6. Re: Blank Image On Download
                  Sheena Kaul Adobe Employee

                  Hi Graeme,

                   

                  I understand your concern and it seems that the image is acting faulty only on your machine as I tried to download the image on my end and it is working fine in both Illustrator and Photoshop so there isn't any issue with the image.

                   

                  Would you mind downloading the image again via a different browser through your license history?

                  As you already have the image licensed, you need not license it again. Just open your license history and download the image again from there.

                   

                  Do share the results.

                   

                  Regards,

                  Sheena

                  • 7. Re: Blank Image On Download
                    Brad Lawryk Adobe Community Professional & MVP

                    What version of Illustrator are you using? I can confirm it works perfectly fine.

                     

                    Screen Shot 2017-08-24 at 10.34.34 AM.png

                    • 8. Re: Blank Image On Download
                      Lawsome Level 1

                      OK this is very strange:

                       

                      I use Chrome on MacBook and it doesn't work.

                      Then if I use Safari it auto-opens the download in Illustrator and the image is there.

                      Then when I look in my downloads folder it's back to being blank when you try and open it again.

                       

                      So I've had to download it, have it auto-open then save it as a separate file for it to stay. I've got it now but that does seem very strange.

                      Like I said when I downloaded the preview before purchasing the licence; it was blank but still had the Adobe Stock watermark in the middle of the blank image.

                       

                      Thanks

                      • 9. Re: Blank Image On Download
                        EvilBugQueen1 Adobe Employee

                        Hi Graeme,

                         

                        I'm sorry for the trouble you are having with this file. I am seeing similar behavior and will be reporting it to our content team. I've granted you a replacement license since the file doesn't appear to be usable. Unfortunately you'll have to find another image as we don't know when or if this file can be fixed.

                         

                        EBQ

                         

                        • 10. Re: Blank Image On Download
                          EvilBugQueen1 Adobe Employee

                          There is a work around for this issue, if you download it to your computer and then open the file in Illustrator you should see the text. To do this click on the arrow next to the Save to <Library> and you'll see the download button.

                           

                           

                           

                          1 person found this helpful