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Tom Waterhouse

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  1. Illustrator documents open to a red / black screen

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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.

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    Tom Waterhouse commented  · 

    Just to confirm, it's the same solution for me as well. Basically adjusting the workspace in any of the following ways will fix the issue:
    - Resizing the window;
    - Turning on the application frame (or toggling it on/off);
    - Moving the document to another monitor.

    The issue appears to be having a secondary monitor as your primary desktop.

    Thanks for the help, hopefully this is something that can be fixed, but we have workarounds for now.

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    Tom Waterhouse commented  · 

    (I have emailed Sarah with attachments directly, but I thought it would be useful to have this here as well. Obviously attachments aren't shown here)

    Hi Sarah,

    Thank you for getting back to me so quickly. I can’t believe I didn’t try it before but deleting my preferences as usual fixed the problem. However it’s always a mess trying to get my settings back to how I liked them, so I’m still using them at the moment just without GPU acceleration.

    I thought I’d email back with various attachments you requested in case they are useful for finding the issue.

    - About my mac window attached;
    - External displays, yes I have two. An Apple Cinema Display and a Wacom Cintiq 13HD. I have also attached the Displays tab of the overview window.
    - The black screen issue is happening with every file, new or opened.
    - The black screen occurred regardless of how it was opened (file>open, double clicking, using recent files)
    - And a zip of my illustrator preferences are also attached. I’ve upgraded through numerous versions of Illustrator, so I suspect it’s some legacy item in the preferences that hasn’t converted very well.

    Many thanks for looking into this!
    Tom

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    Tom Waterhouse commented  · 

    I forgot to add this only occurs on the latest Illustrator Update (22.1, March 12th 2018 Update)

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    Tom Waterhouse commented  · 

    When opening any file with GPU acceleration the whole document window is black. All of the toolbars, panels, menus etc work as normal. Just the document window is black. Turning off "Preview on GPU" fixes this, but obvious lacks GPU power this way.

    I've tried using the stock GPU drivers with MacOS, and the latest NVIDIA drivers, both with the same result.

    This is running on a Mid 2012 MacBrook Pro Retina, with a NVIDIA GeForce GT 650M GPU.

    Tom Waterhouse supported this idea  · 

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