Sarah Khan (Illustrator team)
My feedback
55 results found
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Cannot create or load documents, the canvas goes black/white/transparent
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Screenshot (49).png 93 KB -
Screenshot 2020-12-12 at 9.13.48 PM.png 627 KB -
Screenshot 2020-12-12 at 9.13.48 PM.png 627 KB -
bug2.PNG 65 KB -
bug.PNG 93 KB -
Capture.PNG 10 KB -
Screenshot 2020-05-12 at 7.53.51 PM.png 343 KB -
Screen Shot 2020-04-26 at 13.40.41.png 214 KB -
Black_Screen-Issue.PNG 138 KB -
New File.jpg 154 KB -
Illustrator.jpg 146 KB -
Capture.PNG 53 KB -
Untitled-1.jpg 310 KB
38 votesPlease 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 – IllustratorAn error occurred while saving the comment -
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94 votes
An error occurred while saving the comment 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 -
4 votes
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.
An error occurred while saving the comment 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 -
38 votes
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.htmlWarm 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
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 -
3 votes
An error occurred while saving the comment 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 -
4 votes
An error occurred while saving the comment Sarah Khan (Illustrator team) commented
Hi,
Can you please share the OS on which you are working along with the GPUCache file.
Thanks,
Sarah -
9 votes
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.htmlWarm 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
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1 vote
An error occurred while saving the comment 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 -
35 votes
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.htmlWarm 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,
SarahAn error occurred while saving the comment Sarah Khan (Illustrator team) commented
Hi,
Can you please try with your application frame on.
Thanks,
SarahAn error occurred while saving the comment Sarah Khan (Illustrator team) commented
Hi Tom,
Thank you for your response. We are reviewing this bug.Thanks,
SarahAn error occurred while saving the comment 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,
SarahAn 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 -
1 vote
We have no access to the Facebook link or Dropbox link you posted. Please email us screen shot on sharewithai@adobe.com
Meanwhile please also check if you are on macOSX 10.13 and are impacted by this: https://illustrator.uservoice.com/forums/601447-illustrator-bugs/suggestions/20384572-high-sierra-macos-10-13-gpu-rendering-issues-wit
An error occurred while saving the comment Sarah Khan (Illustrator team) commented
Hi Patrick,
Are you using Intel GPU?
Thanks,
SarahAn error occurred while saving the comment Sarah Khan (Illustrator team) commented
Hi Patrick,
Can you please attach the screanshot of the issue which you are facing.Thanks,
Sarah -
7 votesRequest to Contact Support ·
AdminIllustrator Engineering (Software Engineer, Adobe Illustrator) responded
We are closing the ticket as we are not able to reproduce this issue at our side. If your problem is not solved, 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.
With Best Regards,
Raghuveer Singh
Illustrator TeamAn error occurred while saving the comment Sarah Khan (Illustrator team) commented
Hi Sejin,
Can you please share your GPU information with us.
Thanks,
Sarah -
1 vote
An error occurred while saving the comment 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,
SarahAn error occurred while saving the comment Sarah Khan (Illustrator team) commented
Hi Sara,
Are these bitmap tiffs?
Thanks,
Sarah -
1 vote
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 TeamAn error occurred while saving the comment 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 -
2 votes
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.
An error occurred while saving the comment 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 -
2 votes
An error occurred while saving the comment 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 -
51 votes
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.htmlWarm 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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place 1 bit TIFF and rotate at Illustrator 22.0.1
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5_pixcel_preview_2018.png 6 KB -
4_overprint_preview_2018.png 7 KB -
3_print_dialog_2018.png 54 KB -
2_print_dialog_2017.png 54 KB -
1_work_view_both_2017_and_2018.png 8 KB -
Screenshot_2017-11-29_16.15.25.png 296 KB -
Screenshot_2017-11-29_16.14.12.png 265 KB -
Screenshot_2017-11-29_16.13.17.png 270 KB -
Screenshot_2017-10-26_13.36.44.png 169 KB -
Screen_Shot_2017-10-23_at_10.28.54_AM.png 294 KB
52 votesWe 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.htmlWarm 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
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7 votes
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 – IllustratorAn error occurred while saving the comment 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.
ThanksAn error occurred while saving the comment 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. -
2 votes
An error occurred while saving the comment Sarah Khan (Illustrator team) commented
Hi Yoko,
Are you using High Sierra? Please confirm
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1 vote
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 TeamAn error occurred while saving the comment Sarah Khan (Illustrator team) commented
Gentle reminder
An error occurred while saving the comment 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
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