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Sarah Khan (Illustrator team)

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59 results found

  1. Cannot create or load documents, the canvas goes black / white / transparent / empty / transparent

    59 votes

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    79 comments  ·  Illustrator (Desktop) Bugs » Rendering Issues (GPU, CPU)  ·  Admin →
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    Request to Contact Support  ·  Ashutosh Chaturvedi responded

    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. View Using GPU Gets Greyed Out Permanently with Outline Mode

    100 votes

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    Under Review  ·  151 comments  ·  Illustrator (Desktop) Bugs » Rendering Issues (GPU, CPU)  ·  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. 2019 AI GPU Preview Is Worse Than Before and Buggy

    4 votes

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    1 comment  ·  Illustrator (Desktop) Bugs » Rendering Issues (GPU, CPU)  ·  Admin →
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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. Blob tool won't change size

    1 vote

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    3 comments  ·  Illustrator (Desktop) Bugs » Brushes  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Cassie,

    Are you referring to blob brush ? Can you please share screen recording of your issue, so we can understand the issue even further.

    Thanks,
    Sarah

  5. White is now yellow

    38 votes

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    47 comments  ·  Illustrator (Desktop) Bugs » Colors, Swatches, Patterns  ·  Admin →
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    Completed (Comments Open)  ·  Ashutosh Chaturvedi responded

    We have the fix available in the latest release. Please update Illustrator using Adobe Creative Cloud application to the latest build for version Illustrator CC 23.0.1
    Please refer to our knowledge base FAQ – https://illustrator.uservoice.com/knowledgebase/articles/1844590 if you face difficulty in update.
    Or get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator
    Adobe. Make It an Experience.

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    Sarah Khan (Illustrator team) commented  · 

    We are currently working over this issue. As a workaround you can set sRGB IEC61966-2.1 as default in your system.
    Follow the below steps-

    1. Go to Control Panel of system
    2. Search for Color management.
    3. Click on Add.
    4. Select sRGB IEC61966-2.1.
    5. Now set this profile as default.

    Thanks,
    Sarah

  6. Scrolling is not smooth anymore

    3 votes

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    2 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  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

  7. Illustrator not working after Oct 2018 update (version 23.0)

    4 votes

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    Under Review  ·  12 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  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

  8. AI displays the START SCREEN on opening the file and the document view do not switches (refreshes) the file content.

    200 votes

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    192 comments  ·  Illustrator (Desktop) Bugs » Launch  ·  Admin →
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    Resolved (Comments Open)  ·  AdminAnkit Goyal(Illustrator Team) (Admin, Adobe Illustrator) responded

    Thank you all for reporting this issue and providing us your valuable feedback.

    What we have found out so far is that this issue can happen in multiple workflows. For clear tracking, validation and closure. We will closing this thread for given below two scenarios which we believe are fixed now:

    1)Double click any Ai file to launch Illustrator
    2)Placing files in Illustrator via Bridge.

    For two other scenarios that we know of that can cause this, we have created a separate thread :https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/39220189-ai-displays-the-start-screen-on-opening-the-file-a .If you are encountering the below mentioned issues with latest Version (24.0.1 on Mac and Win), then please vote on newly provided User voice thread and provide Test File via File→Package, Video and steps via dropping email at sharewithai@adobe.com along with this thread link so that we can identify and fix the root cause.

    1. On opening a file in Illustrator the START SCREEN do…

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    Sarah Khan (Illustrator team) commented  · 

    Hi Charles,

    Please can you provide us with the following info:
    1. Your system OS and GPU.
    2. How you are opening the file, double clicking or by using drag and drop?
    3. Are you using more than one monitor?

    Thanks,
    Sarah

  9. Carcoal feather Stroke instead of basic

    1 vote

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    4 comments  ·  Illustrator (Desktop) Bugs » Tools  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi ,

    Please try to upgrade your GPU driver as this issue was reported in March,2017 driver of Intel GPU card. On updating through system it sometimes shows your GPU cards are updated. Please download from Intel website.If you need any help I can connect you to tech support.

    Thanks,
    Sarah

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    Sarah Khan (Illustrator team) commented  · 

    Hi,

    Are you on Intel GPU card? Does this issue gets resolved on switching off GPU Preview.

  10. High Sierra (macOS 10.13) GPU rendering issues with RGB document - Intel Graphics

    388 votes

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    281 comments  ·  Illustrator (Desktop) Bugs » Rendering Issues (GPU, CPU)  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi,

    Please let me know whether you are facing problem on RGB or CMYK document?

    Thanks,
    Sarah

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    Sarah Khan (Illustrator team) commented  · 

    Hi,

    Can you please mention your platform and OS

    Thanks

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    Sarah Khan (Illustrator team) commented  · 

    Hi Moncef,

    This seems to be like the issue associated with Mac 10.13 with Intel GPU Card. Can you please confirm your hardware once if they are the same.

    Thanks

  11. Select non-default eGPU for hardware acceleration

    9 votes

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    3 comments  ·  Illustrator (Desktop) Feature Requests » Performance, Enhancements  ·  Admin →
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    Completed (Comments Open)  ·  Ashutosh Chaturvedi responded

    We have the fix available in the latest release. Please update Illustrator using Adobe Creative Cloud application to the latest build for version Illustrator CC 23.0.
    Please refer to our knowledge base FAQ – https://illustrator.uservoice.com/knowledgebase/articles/1844590 if you face difficulty in update.
    Or get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator
    Adobe. Make It an Experience.

    An error occurred while saving the comment
    Sarah Khan (Illustrator team) commented  · 

    Please provide us your feedback after using the build

  12. Illustrator documents open up as skewed black and gray triangles

    1 vote

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    4 comments  ·  Illustrator (Desktop) Bugs » Other...  ·  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

  13. Illustrator documents open to a red / black screen

    35 votes

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    57 comments  ·  Illustrator (Desktop) Bugs » Rendering Issues (GPU, CPU)  ·  Admin →
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    Completed (Comments Open)  ·  Ashutosh Chaturvedi responded

    We have the fix available in the latest release. Please update Illustrator using Adobe Creative Cloud application to the latest build for version Illustrator CC 23.0.
    Please refer to our knowledge base FAQ – https://illustrator.uservoice.com/knowledgebase/articles/1844590 if you face difficulty in update.
    Or get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator
    Adobe. Make It an Experience.

    An error occurred while saving the comment
    Sarah Khan (Illustrator team) commented  · 

    Hi Timo and Jochen,

    Sorry for the inconvenience caused. Can you please once turn on your application framework from windows-> Application framework. Please revert if the problem persists.

    Thanks,
    Sarah

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    Sarah Khan (Illustrator team) commented  · 

    Hi,

    Can you please try with your application frame on.

    Thanks,
    Sarah

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    Sarah Khan (Illustrator team) commented  · 

    Hi Tom,
    Thank you for your response. We are reviewing this bug.

    Thanks,
    Sarah

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    Sarah Khan (Illustrator team) commented  · 

    Hi Jason,
    Sorry for the inconvenience caused .As this not a generic issue I would require some information from you.

    1. About your Mac? You can send a screenshot of the about mac info.
    2. Are you using any external display?
    3. Is it happening with all files?
    4. Is it happening when you open the file from File->open or on double clicking or both?
    5. I would also need your Adobe preferences file.

    Thanks,
    Sarah

    An error occurred while saving the comment
    Sarah Khan (Illustrator team) commented  · 

    Hi Tom,
    Sorry for the inconvenience caused .As this not a generic issue I would require some information from you.

    1. About your Mac? You can send a screenshot of the about mac info.
    2. Are you using any external display?
    3. Is it happening with all files?
    4. Is it happening when you open the file from File->open or on double clicking or both?
    5. I would also need your Adobe preferences file.

    Thanks,
    Sarah

  14. Line distortion Issue

    1 vote

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    6 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  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

  15. New document causes crash

    7 votes

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    3 comments  ·  Illustrator (Desktop) Bugs » Launch  ·  Admin →
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    Sarah Khan (Illustrator team) commented  · 

    Hi Sejin,

    Can you please share your GPU information with us.

    Thanks,
    Sarah

  16. Placed .tiff file making vector image disappear

    1 vote

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    Under Review  ·  4 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  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

  17. Vector shapes show as black

    1 vote

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    1 comment  ·  Illustrator (Desktop) Bugs » Other...  ·  Admin →
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    Request to Contact Support  ·  Anish Kumar responded

    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.

    Thanks
    Anish Kumar
    Illustrator Team

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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

  18. Cannot turn on GPU performance, NVIDIA card

    2 votes

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    1 comment  ·  Illustrator (Desktop) Bugs » Performance  ·  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

  19. Illustrator cc 2018 does not work correctly with the Nvidia GF 610m graphics card.

    2 votes

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    1 comment  ·  Illustrator (Desktop) Bugs » Rendering Issues (GPU, CPU)  ·  Admin →
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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

  20. Image Not Visible/Blank When Placing EPS Files into new file

    51 votes

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    68 comments  ·  Illustrator (Desktop) Bugs » File Save, Import and Export  ·  Admin →
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    Completed (Comments Open)  ·  Ashutosh Chaturvedi responded

    We have the fix available in the latest release. Please update Illustrator using Adobe Creative Cloud application to the latest build for version Illustrator CC 22.1.
    Please refer to our knowledge base FAQ – https://illustrator.uservoice.com/knowledgebase/articles/1844590 if you face difficulty in update.
    Or get in touch with us at any of the other support channels – https://helpx.adobe.com/support.html

    Warm Regards,
    Ashutosh Chaturvedi | Sr. Quality Engineering Manager – Illustrator
    Adobe. Make It an Experience.

    An error occurred while saving the comment
    Sarah Khan (Illustrator team) commented  · 

    Hi Chris,

    We are unable to reproduce this at our end. Can you please specify the os platform and your option setting while saving as pdf.

    Thanks

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