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Correct answer Preran

If your graphic drivers have been updated by visiting the manufacturer's site, I suggest getting in touch with the tech support team using this link Contact Customer Care​ for further investigation.

Thanks,

Preran

4 replies

C
christscicluna
Participant
July 7, 2020

Has anyone ever managed to solve this? I was in contact with customer care last November (2019) and I was told it'll be fixed in an update "soon". The technician also told me that I'm the only person to ever report this issue... which is clearly a lie since this thread exists and I have other coworkers with the same issue.

 

I even bought a new graphics card because they said it would help... nothing changed. This is embarrassing and shows how much adobe doesn't listen to its customers.

B
BobbyBaxter
Participant
October 29, 2018

I get the same problem too. It has been happening for years across different versions of Animate and on different computers. I get it happen at least once or twice a day and as far as I can tell it's usually if I'm panning or drawing with the brush tool.

My current computer specs are:

Windows 10 PC
CPU- i7-7700 3.6ghz
16GB DDR4 Ram
NVidia GTX 1060 6GB

But as I mentioned earlier, it has happened on various computers over a number of years using both AMD and Nvidia cards/drivers

Preran
Community Manager
PreranCommunity ManagerCorrect answer
Community Manager
October 30, 2018

If your graphic drivers have been updated by visiting the manufacturer's site, I suggest getting in touch with the tech support team using this link Contact Customer Care​ for further investigation.

Thanks,

Preran

IvanShio
IvanShioAuthor
Participant
July 7, 2018

Windows 10 PRO x64 | Nvidia GT 740 (Updated)

12GB Ram

ankushr40215001
ankushr40215001
Inspiring
July 9, 2018

Thanks you for the info.

Can you also tell if there any specific actions which triggers the above issue, and how often does it happen?

Thanks,

Ankush

ankushr40215001
ankushr40215001
Inspiring
July 6, 2018

Hey IvanShio,

Could you please update us with your system specifications?

Most probably this kind of issues happen due to incompatible graphic drivers, so could you check for any updates to them as well?

Thanks!

Ankush

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