Sarah Khan (Illustrator team)

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  1. 11 votes
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    32 comments  ·  Illustrator Bugs » GPU Rendering Issues  ·  Flag idea as inappropriate…  ·  Admin →

    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

    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 Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
    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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    1 comment  ·  Illustrator Bugs » GPU Rendering Issues  ·  Flag idea as inappropriate…  ·  Admin →
    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. 38 votes
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    47 comments  ·  Illustrator Bugs » Colors and Swatches  ·  Flag idea as inappropriate…  ·  Admin →

    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 FAQhttps://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.

    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

  5. 3 votes
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    2 comments  ·  Illustrator Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
    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

  6. 4 votes
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    Under Review  ·  12 comments  ·  Illustrator Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
    Sarah Khan (Illustrator team) commented  · 

    Hi,

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

    Thanks,
    Sarah

  7. 197 votes
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    192 comments  ·  Illustrator Bugs » Launch  ·  Flag idea as inappropriate…  ·  Admin →

    Hi All,

    Apologies for the delay in responding back on this issue. In this thread there are multiple issues being discussed & if your issue is not similar to the below two issues then you need to create a new User Voice thread for that:
    1. On opening a file in Illustrator the START SCREEN do not gets dismissed and the file’s content is not visible.
    2. While working on a file and opening a new one the document view sticks to the old file and do not switches to the new file artwork.

    In both the cases all the panels gets refreshed as per the artwork in the last opened file.

    If you are encountering the above two issues with the latest version of Illustrator (23.1.1 on MAC & 23.1 on WINDOWS) then please drop an email at sharewithai@adobe.com along with this thread link so that we can…

    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

  8. 7 votes
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    3 comments  ·  Illustrator Feature Requests » Performance  ·  Flag idea as inappropriate…  ·  Admin →

    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 FAQhttps://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.

    Sarah Khan (Illustrator team) commented  · 

    Please provide us your feedback after using the build

  9. 1 vote
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    4 comments  ·  Illustrator Bugs » Other...  ·  Flag idea as inappropriate…  ·  Admin →
    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

  10. 33 votes
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    53 comments  ·  Illustrator Bugs » GPU Rendering Issues  ·  Flag idea as inappropriate…  ·  Admin →

    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 FAQhttps://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.

    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

    Sarah Khan (Illustrator team) commented  · 

    Hi,

    Can you please try with your application frame on.

    Thanks,
    Sarah

    Sarah Khan (Illustrator team) commented  · 

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

    Thanks,
    Sarah

    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

    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

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

    Hi Patrick,

    Are you using Intel GPU?

    Thanks,
    Sarah

    Sarah Khan (Illustrator team) commented  · 

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

    Thanks,
    Sarah

  12. 5 votes
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    3 comments  ·  Illustrator Bugs » Launch  ·  Flag idea as inappropriate…  ·  Admin →
    Sarah Khan (Illustrator team) commented  · 

    Hi Sejin,

    Can you please share your GPU information with us.

    Thanks,
    Sarah

  13. 1 vote
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    Under Review  ·  4 comments  ·  Illustrator Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
    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

    Sarah Khan (Illustrator team) commented  · 

    Hi Sara,

    Are these bitmap tiffs?

    Thanks,
    Sarah

  14. 1 vote
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    1 comment  ·  Illustrator Bugs » Other...  ·  Flag idea as inappropriate…  ·  Admin →
    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

  15. 1 vote
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    1 comment  ·  Illustrator Bugs » Performance  ·  Flag idea as inappropriate…  ·  Admin →
    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

  16. 2 votes
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    1 comment  ·  Illustrator Bugs » GPU Rendering Issues  ·  Flag idea as inappropriate…  ·  Admin →
    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

  17. 51 votes
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    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 FAQhttps://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.

    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

  18. 52 votes
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    44 comments  ·  Illustrator Bugs » Print  ·  Flag idea as inappropriate…  ·  Admin →

    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 FAQhttps://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.

    Sarah Khan (Illustrator team) commented  · 

    Hi,

    Can you please share sample file with us on: share with ai (at) adobe (dot) com. Remove spaces and replace at with "@" and dot with "."

    Sarah Khan (Illustrator team) commented  · 

    Hi Kayla,

    Thank you for reaching out. Can you please share the file with which issue is happening on sharewithai@adobe.com. Also provide your system information. Is it happening with all the .tif file which you are placing ?

    Thanks

  19. 6 votes
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    5 comments  ·  Illustrator Bugs » GPU Rendering Issues  ·  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 – 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

    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

    Sarah Khan (Illustrator team) commented  · 

    A gentle reminder

    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.

  20. 2 votes
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    2 comments  ·  Illustrator Bugs » GPU Rendering Issues  ·  Flag idea as inappropriate…  ·  Admin →
    Sarah Khan (Illustrator team) commented  · 

    Hi Yoko,

    Are you using High Sierra? Please confirm

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