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Question

Empty canvas, file layers visible - Illustrator on Windows

Forum|Forum|1 year ago
August 21, 2024
4 replies
2264 views

Hi Adobe Community,

I'm encountering a perplexing issue with Adobe Illustrator. When I open a file, it briefly shows the contents for a split second, but then everything on the canvas disappears, leaving only a plain background. Despite this, I can still see all my layers and their contents in the layers panel, but no artwork is visible on the actual canvas.

I've tried installing different versions of Illustrator, but the problem persists. Has anyone else experienced this issue? Any advice on how to resolve it would be greatly appreciated.

Thanks in advance for your help!

M

maximilianm26

New Participant

Hi everyone!

I have exactly the same problem since more then 1 year. It is horribale to work with Illustrator. Sometimes I reopen a file so many times (10x, 20x...) to finaly get it as a normal window. And sometimes it work completely normal.

Since all the time I always had the newest version of Illustrator. I mean a bit of the time it was better but now it is horrible again.

I hope anyone has a solution for that problem.

Best,

Max

Monika Gause

Community Expert

Please tell us your hardware specifications.

Did you already reset the preferences?

Do you have multiple monitors?

M

maximilianm26

New Participant

Sure, here are the system infos:

Systeminformationsbericht erstellt am: 02/22/25 11:20:38
Systemname:
[Systemübersicht]

Element Wert
Betriebsystemname Microsoft Windows 10 Pro
Version 10.0.19045 Build 19045
Zusätzliche Betriebsystembeschreibung Nicht verfügbar
Betriebsystemhersteller Microsoft Corporation
Systemname
Systemhersteller ASUS
Systemmodell System Product Name
Systemtyp x64-basierter PC
System-SKU SKU
Prozessor AMD Ryzen 9 3900X 12-Core Processor, 3801 MHz, 12 Kern(e), 24 logische(r) Prozessor(en)
BIOS-Version/-Datum American Megatrends Inc. 2803, 28.04.2022
SMBIOS-Version 3.3
Version des eingebetteten Controllers 255.255
BIOS-Modus UEFI
BaseBoard-Hersteller ASUSTeK COMPUTER INC.
BaseBoard-Produkt ROG STRIX B550-F GAMING WIFI II
BaseBoard-Version Rev X.0x
Plattformrolle Desktop
Sicherer Startzustand Aus
PCR7-Konfiguration Erweiterung zum Anzeigen erforderlich
Windows-Verzeichnis C:\Windows
Systemverzeichnis C:\Windows\system32
Startgerät \Device\HarddiskVolume1
Gebietsschema Deutschland
Hardwareabstraktionsebene Version = "10.0.19041.5072"
Benutzername
Zeitzone Mitteleuropäische Zeit
Installierter physischer Speicher (RAM) 32,0 GB
Gesamter physischer Speicher 31,9 GB
Verfügbarer physischer Speicher 16,4 GB
Gesamter virtueller Speicher 36,6 GB
Verfügbarer virtueller Speicher 17,4 GB
Größe der Auslagerungsdatei 4,75 GB
Auslagerungsdatei C:\pagefile.sys
Kernel-DMA-Schutz Aus

AI: v29.3.1 (and all the others form the last months)

Yes, I tried to reset the preferences with no effect.

Yes I'm working with two different monitors (3440x1440 and 1920x1200).

C

Chenyuan5FFCAuthor

Participating Frequently

I haven't completely resolved this issue yet, but I wanted to share my experience in case it helps someone else facing a similar problem.

I have a setup with three monitors: two Dell 27-inch monitors and one LG 34-inch monitor, which I use as my main display.

I've noticed that this issue only occurs when I have Illustrator open on the LG 34-inch monitor. However, if I close the file, move Illustrator to one of the 27-inch screens, and then reopen the file, the problem doesn't happen.

C

Chenyuan5FFCAuthor

Participating Frequently

Report back, after a day, this happen to all my monitors now, still seeing the file for a blink of second then all turn to blank.

Monika Gause

Community Expert

So you have multiple monitors? You might want to move the Illustrator app to another one and then try again.

Bill Silbert

Community Expert

Did this start happening after an update to Illustrator? If so then try resetting your Illustrator preferences. This will restore the program to its defaults and hopefully fix the issue.

To reset preferences on a PC:

You can try the quick way of resetting on a PC which is to hold down Ctrl + Alt + Shift when launching Illustrator and respond affirmatively when asked if you want to reset. There have been some recent reports that the window asking if you want to reset is not popping up but that the prefs are being reset anyway. If this works great but if it doesn’t you may have to manually delete them.

To do so: On Windows 7 and above the preference files are hidden. To find them go to the Control Panel and open Folder Options and then click the View tab. Then select “Show hidden files and folders” or “Show hidden files, folders or drive options” in Advanced Settings. Then delete (or rename) the folder at the end of this path: C:\Users\[User Name]\AppData\Roaming\Adobe\Adobe Illustrator [version number]\ Settings\<Language>. Make sure that Illustrator is closed when you do this. When you relaunch the program it will create new preference files and the program will be at its default settings.

The advantage of manually deleting preference files is that after you’ve reset up the program (make sure that no document window is open) to your liking, you can create copies of your personalized “mint” preference files (make sure that you quit the program before copying them—that finalizes your customization) and use them in the future to replace any corrupt versions you may need to delete.

C

Chenyuan5FFCAuthor

Participating Frequently

Thank you for the instruction, I did what you listed and still, open a file and turn to blank page.

A

Anubhav M

Community Manager

Hello @Chenyuan5FFC,

We understand that encountering technical issues can be frustrating. Would you mind sharing more details, like the exact version of the OS/Illustrator, a public link to a sample file after uploading it to Dropbox/Google Drive/etc., and screenshots of the layer panel so we can better assist you?

Looking forward to hearing from you.

Thanks,

Anubhav