Files showing up as blank screens
macOS High Sierra, then Mojave 10.14.3
Processor 3.4 GHz Intel Core i5
Memory 24 GB 2400 MHz DDR4
Graphics Radeon Pro 570 4096 MB
Our art department team was running High Sierra when the below issue first started happening (when we first updated to Illustrator 2019, so we updated our OS to Mojave. The problem persists. When we go back to the 2018 version, the problem resolves.
We tried a clean reinstall. We used the uninstallers, deleted all preferences, restarted our systems, ran CC Cleaner and reinstalled Creative Cloud, but it didn’t resolve it. We also made sure to do the latest Illustrator 2019 update.
Throughout the work day, Illustrator (and Photoshop) will stop opening files at random times. It has happened both when other file tabs were open and right at the beginning when no other files are open. It will show the name of the file at the top of the tab, but there will be a blank gray screen. The only way around it is to quit and restart the app. We end up having to do this every couple of hours, slowing down productivity.
Sometimes it will blank out files that were already open. If they haven’t been saved and we have to quit the app, it asks us if we want to save…but we don’t know for sure whether or not we want to save it because we can’t see what it looks like. This could cause printing errors. I've seen similarly titled posts but the descriptions don't sound quite like what's happening for us.
Have this problem all the time. Usually when Mac laptop is put to sleep and waken back up when Illustrator is open.