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Sarah Khan (Illustrator team)

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54 results found

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

    38 votes

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    63 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. 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

  3. 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

  4. 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

  5. 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

  6. 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.

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    Sarah Khan (Illustrator team) commented  · 

    Please provide us your feedback after using the build

  7. 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

  8. 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

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    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

  9. 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

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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

  15. 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

  16. place 1 bit TIFF and rotate at Illustrator 22.0.1

    52 votes

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    44 comments  ·  Illustrator (Desktop) Bugs » Print  ·  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,

    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 "."

    An error occurred while saving the comment
    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

  17. GPU rendering issue with artwork disappearing

    7 votes

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

    An error occurred while saving the comment
    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.

  18. doesn't display proper illustration

    2 votes

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

    Hi Yoko,

    Are you using High Sierra? Please confirm

  19. Brush edge dissapears. Can't see the shape of my brush. Randomly.

    1 vote

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    2 comments  ·  Illustrator (Desktop) Bugs » Tools  ·  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.
    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

  20. Bugged redraw/tearing when drawing a shape causes window to scroll.

    3 votes

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    4 comments  ·  Illustrator (Desktop) Bugs » Performance  ·  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

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