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A
ankitas27891759
Participant
April 15, 2019
Answered

Black screen on Illustrator, files don't display

  • April 15, 2019
  • 2 replies
  • 3199 views

Hi,

I have an issue when opening any artboard on Illustrator. All i get is a black screen where the file should be, i can see the menu, navigation, tools as well. i can even click on elements in the artboard, but it's all black. This is the case for new files, old EPS as well as .AI. I have tried updating my drivers, installing older versions of AI but to no avail! I'm using a new machine, which is the problem i believe. I have the Lenovo Legion Y720. I need assistance ASAP, not able to do any work on the new machine...

This topic has been closed for replies.
Correct answer Anshul_Saini

Have the same issue - open files to just a black screen. No fix but to restart Illi.

Any one found a fix?


Hi @MikeJones85 and @nvicario,

 

Sorry to hear about the trouble you are facing. Could you please share a few more details like:

  • OS and version of Illustrator
  • Are you using an M1-based Mac machine?
  • Does this issue happen after opening a specific document? If yes, could you please share the document with us? You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link.
  • Where are you saving the files (Network Drive/ System HDD/ Shared Folder on System/ External HDD)?
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates, or web extensions installed recently.
  • A small video demonstrating the issue could be really helpful.
  • Which GPU are you using? Is it an external GPU?
  • Does turning off GPU Performance from Illustrator Preferences (ctrl + k/ cmd + k > Perfromace > uncheck GPU Performance) help resolve the issue?
  • Are you using any external monitors? If yes, what is the resolution and refresh rate of that monitor? Also, with which port and cable combination it is connected.
  • Does resetting Illustrator Preferences ( https://helpx.adobe.com/illustrator/using/setting-preferences.html) help to resolve the issue?
    Disclaimer: Please note that resetting preferences will remove all the custom settings, and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article.

 

We are here to help. We just need more information.

 

Thanks & Regards

Anshul Saini

2 replies

X
xrecaredo
Participant
February 27, 2020

Same issue.

    B
    Brenda5F90
    Participant
    September 30, 2020

    Hi were you able to fix this issue?

    X
    xrecaredo
    Participant
    September 30, 2020
    Not really. Resizing the document window might help. But the only solution is closing the program. And opening it again.
    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    April 15, 2019

    Can you try View > Preview on CPU

    A
    ankitas27891759Author
    Participant
    April 15, 2019

    Yes I did, does not help either. One thing i noticed is when i close illustrator, i am able to view the artboard for a split second which is even more annoying.

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    April 15, 2019

    Please contact support. They can have a look inside your system:

    Contact Customer Care

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