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Sarah Khan (Illustrator team)

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  1. 11 votes
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    Please accept my sincere apology for the inconvenience. Please get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html . Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator

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    Sarah Khan (Illustrator team) commented  · 

    Sorry for the inconvenience caused. As this is not a generic issue , can you please share the system info file from Illustrator. Go to preferences->GPU Performance->Show system info . Copy paste the information and send it to sharewithai(at)adobe(dot)com.

    Thanks,
    Sarah

  2. 3 votes
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    1 comment  ·  Illustrator (Desktop) Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi,

    Are you unable to switch between previews or once switching to outline preview Illustrator freezes? If possible can you please share a screen recording of the issue , so we can debug your issue.

    Thanks,
    Sarah
    Illustrator Team

  3. 4 votes
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    Sarah Khan (Illustrator team) commented  · 

    Hi Christopher,

    Sorry for the inconvenience .What kind of problem are you facing in the latest update?

    Thanks,
    Sarah
    Illustrator Team

  4. 3 votes
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    2 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Ivy,

    Sorry for the inconvenience caused. Can you tell in which preview the issue is happening, is it GPU Preview, pixel preview or any other?
    Also, is it happening with all files or any particular kind of file?

    Thanks,
    Sarah

  5. 4 votes
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    Under Review  ·  12 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi,

    Can you please share the OS on which you are working along with the GPUCache file.

    Thanks,
    Sarah

  6. 1 vote
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    4 comments  ·  Illustrator (Desktop) Bugs » Other...  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Marie,

    sorry for the inconvenience caused. Can you please check if turning off GPU performance solves your issue.

    Thanks,
    Sarah

  7. 1 vote
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    6 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Patrick,

    Are you using Intel GPU?

    Thanks,
    Sarah

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    Sarah Khan (Illustrator team) commented  · 

    Hi Patrick,
    Can you please attach the screanshot of the issue which you are facing.

    Thanks,
    Sarah

  8. 5 votes
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    3 comments  ·  Illustrator (Desktop) Bugs » Launch  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Sejin,

    Can you please share your GPU information with us.

    Thanks,
    Sarah

  9. 1 vote
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    Under Review  ·  4 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Sara,

    We already have a bug regarding Rasterization of bitmap tiff and bitmap psd: AI-4212806. Thank you for reporting the issue.

    Thanks,
    Sarah

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    Sarah Khan (Illustrator team) commented  · 

    Hi Sara,

    Are these bitmap tiffs?

    Thanks,
    Sarah

  10. 1 vote
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    1 comment  ·  Illustrator (Desktop) Bugs » Other...  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Kevin,

    Are you on AMD GPU card? We had a driver issue with AMD cards which can now be resolved by updating the drivers.

    Thanks,
    Sarah

  11. 1 vote
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    1 comment  ·  Illustrator (Desktop) Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Xinoup,

    It seems GPU driver is not present. You can download the driver from: http://www.nvidia.in/Download/index.aspx?lang=en-in and install it.

    Thanks,
    Sarah

  12. 2 votes
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    Sarah Khan (Illustrator team) commented  · 

    Hi Andrei,
    Thank you for reporting the issue. Can you please share the platform system info file as explained here: https://helpx.adobe.com/illustrator/kb/crash-next-steps.html , ignore the part for crash and please refer to send Adobe troubleshooting information on: https://helpx.adobe.com/illustrator/kb/gpu-performance-errors-troubleshooting-workarounds.html. Send the mail to: share with ai (at) adobe (dot) com. Remove spaces and replace at with "@" and dot with "."

    Thanks,
    Sarah
    Illustrator Team

  13. 6 votes
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    I am closing the ticket due to lack of response.
    Please get in touch with us at sharewithai@adobe.com or any of the other support channels – https://helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.
    Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator

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    Sarah Khan (Illustrator team) commented  · 

    Hi Chris and Miguel,
    In the video there is no gpu on. Are you both facing this problem with gpu. If yes, kindly share your gpu details.
    Thanks

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    Sarah Khan (Illustrator team) commented  · 

    A gentle reminder

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    Sarah Khan (Illustrator team) commented  · 

    Hi,
    Can you please share your system information as in the given link: https://helpx.adobe.com/in/illustrator/kb/crash-next-steps.html , Ignore the part related to crash.

  14. 2 votes
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    Sarah Khan (Illustrator team) commented  · 

    Hi Yoko,

    Are you using High Sierra? Please confirm

  15. 1 vote
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    2 comments  ·  Illustrator (Desktop) Bugs » Drawing Tools  ·  Flag idea as inappropriate…  ·  Admin →

    I am closing the ticket due to lack of response.
    Please get in touch with us at sharewithai@adobe.com or any of the other support channels – helpx.adobe.com/support.html .

    Please give a reference to this post so that we can identify you.
    Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

    Thanks
    Anish Kumar
    Illustrator Team

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    Sarah Khan (Illustrator team) commented  · 

    Gentle reminder

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    Sarah Khan (Illustrator team) commented  · 

    Hi TishwikJono,

    Please mention your system info. Are you using any wacom? Also, can you please share with us any screen recording of the issue happening.

    Thanks

  16. 4 votes
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    4 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Thank you Ian for your help.

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    Sarah Khan (Illustrator team) commented  · 

    Hi Ian,

    Can you please once share your GPU details?

    Thanks

  17. 4 votes
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    Sarah Khan (Illustrator team) commented  · 

    A gentle reminder

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    Sarah Khan (Illustrator team) commented  · 

    Hi,

    Please see that you are updated to latest driver , as there was this bug with previous Intel driver release and it has now been fixed by Intel. I would suggest you to visit :https://downloadcenter.intel.com/ and instead of automatically update your drivers , write your GPU card name in search, you would get the latest release. If there is any problem in installing the new driver please write to sharewithai@adobe.com as sometimes the latest drivers throw error of system not being compatible.

  18. 2 votes
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    I am closing the ticket due to lack of response.
    Please get in touch with us at sharewithai@adobe.com or any of the other support channels – helpx.adobe.com/support.html . Please give a reference to this post so that we can identify you.
    Since this is not a generic issue that we can reproduce at our end, we will need someone to look into your machine to figure out what is going on here.

    Thanks
    Anish Kumar
    Illustrator QE

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    Sarah Khan (Illustrator team) commented  · 

    Hi Jennifer,

    I am unable to reproduce the issue at my end. Can you please mention your system info.

    Thanks

  19. 5 votes
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    7 comments  ·  Illustrator (Desktop) Bugs » Drawing Tools  ·  Flag idea as inappropriate…  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Amy,

    Can you please attach a screenshot or screen recording of the issue happening.

    Thanks

  20. 4 votes
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    Sarah Khan (Illustrator team) commented  · 

    Hi Mark,

    Thank you for your feedback.

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    Sarah Khan (Illustrator team) commented  · 

    Hi Mark,

    Regarding any usability issue, you can also raise a feature request.

    Thanks

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    Sarah Khan (Illustrator team) commented  · 

    Hi Mark,

    For the first issue, in which gaps in brushes are present. As the objects are present underneath ,hence each gets stroke of black. When you apply a stroke of black , all the objects including those which formed the brush and the straight line segment to which brush was applied will get black stroke. That's why you can observe the trailing line in brush:" Unwanted outline for invisible underlying stroke". For obtaining the expected result follow the given steps:
    1. Apply the brush stroke to the desired line segment.
    2. Select the brush and expand the appearance.
    3. From the pathfinder, unite all the shapes.
    4. Now apply the black stroke.
    You can ask on forum as well.

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    Sarah Khan (Illustrator team) commented  · 

    Hi Mark,

    Thank you for your support. I will update you in case any other info is required.

    Thanks

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    Sarah Khan (Illustrator team) commented  · 

    Hi Mark,

    Can you please attach any image or screen recording of the issue happening.

    Thanks

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