Unsupported video driver error

defaultnjgpan5oaixi

Participant

Hello,

Illustrator was working on my computer a couple of days ago, and now it is saying that I have an unsupported video driver, Intel (R) Iris (R) Graphics 540

I'm trying to figure out how to fix this, but I don't know how. What to do to fix this problem?

Mylenium

Legend

You do what the warning implies: Update your system's graphics driver and check its settings.

Mylenium

defaultnjgpan5oaixi

Participant

Apparently, you didn't see where I said I was trying to fix it, but it was confusing. Thanks for your response though. It was greatly appreciated. 🙄

defaults6l5fhac6fv0

Participating Frequently

Hi all,

I'm really hoping someone can help me with this as I am currently completely unable to use Illustrator and can't seem to be able to contact customer support.

After launching illustrator, this window comes up:

and the Illustrator window will not appear.

The only solution I've been able to find - after clicking the fix button - is to update the video driver settings in Illustrator, however,

as I mentioned I am unable to actually launch Illustrator so cannot update the settings from within the program!

I've tried restarting the Creative Cloud app, and also tried to restart my computer.. to no avail. I also tried to unistall the app and then reinstall, but am not able to do this due to a window that mentions unsaved/backed up changes. So I am quite stuck.

It seems I can't contact anyone from support as this button is dead

If you've experienced this before and found a fix, or you have any suggestions, please let me know, I would really appreciate it. 🙂

Lauren

Doug A Roberts

Community Expert

There should be a button at the bottom of the compatibility report window titled 'Continue with known issues' or similar. Click it to disregard the message and launch Illustrator.

There should also be a button to export a text file of the compatibility report, which will contain details of your graphics card and the driver version that Illustrator thinks you should have.

defaults6l5fhac6fv0

Participating Frequently

Hi Doug,

Thanks for your reply.

I can't see a button at the bottom.

Not possible to scroll within the report window at all or zoom out.

X

Xinyu0101

Participant

Hi all,

I am a new user here. Today I bought illustrator and installed it, however, an error message showing incompatibility with video driver appeared. I followed the link to the website and updated my NVIDIA driver to the latest, but it did not resolve the issue. Can anyone please help me on this?

Attached is the report. Thank you so much.

S_Gans

Community Expert

You may have to look here and see if your Video card meets Illustrator's requirements. It got pretty stringent this past year:
https://helpx.adobe.com/lt/illustrator/system-requirements/2021.html

Adobe Community Expert / Adobe Certified Instructor

X

Xinyu0101

Participant

Thanks a lot!

I checked my video driver, it is Intel HD Graphics 630 and it's not on the supported list. May I ask if you have any suggestions on using the software with this driver? Is it going to impact the quality a lot? (Currently I have no plans to buy another laptop) or shall I use an older version of illustrator (if that's possible)?

default7a8yckat52jy

Participant

This just started happening to me this month as well. All of my software and drivers are up to date also but I'm receiving the exact same error message. I will turn off the notifications under the preferences, but as you said not sure how that will fix the problem. The message even says "if you continue with the known issues, you could experience performance degradation, instability, and data loss." Hope this gets a better solution... Best of luck to you!

Adobe Employee

Hi @default7a8yckat52jy

Can you please attach the system compatibility report. You can get this by clicking "Export Report..." button in the System compatibility report dialog.

Sanjay.

S

Susan5C87

Participant

I am getting the same error. It just started recently. I have Graphics 4400. I am attaching a System Compatibility Report. Any help will be appreciated.

Thank You.

Susan

lou&bluecrow

Participant

Hello I am re-installing AI on my HP laptop and getting an error message about my Intel 520 graphics card which is totally up to date.

AI works on my back up Lenovo but my HP is actually the better of the two laptops. What is the issue?

Thanks in advance, Pia

marliton

Community Expert

Hi. Go to Help > System compatibility report and share here the result. That should give us an idea of the issue.

Also, you can try to disable "GPU performance" in Preferences > Performance.

Marlon Ceballos

lou&bluecrow

Participant

Yes I understand but the program freezes when it opens. I can't even close AI it stays open on the error message and I have to restart my computer.

I do appreciate your answer. Thanks for your time!

M

Muq5EF8

Participant

Recently purchased a new PC and went to start Illustrator and this came up.

I attached the exported System Compatibility Report. Is it safe to continue with the issue or is there any way to fix this?

lambiloon

Community Expert

Hi, this is safe you can run illustrator this is maybe because your card is old according to the production date for new version of illustrator ... regards

Ali Sajjad / Graphic Design Trainer / Freelancer / Adobe Certified Professional

M

Muq5EF8

Participant

Okay, thanks for the help.

H

halilk1262456

Participating Frequently

Hi there,

After the last Illustrator update (Version 25.2) i started having this System Compatability Report which says my laptop has an unsupported gpu and showing Intel graphics(which is actually my cpu graphics)

In fact i have GTX 860M dedicated gpu. And it is up to date.

My laptop has cpu Intel i7-4710MQ 2.50 Ghz, 8gb ram, 2 tb ssd, and it is Windows 10 Pro.

Ai. is way slower and buggy then it was before!

I have inserted a ss and attached the report text.

I hope someone can help me out about this!!

italosan

Community Expert

Hi, have you checked if there are any driver updates available for your graphics card?

H

halilk1262456

Participating Frequently

yes, i have. It is up to date. Just re installed the latest driver 1 hour ago.

S

sarahruthtoday

Participant

I am getting the same error message, but it just started after Illustrator updated. I haven't changed anything on my computer. I have checked the drivers and they all say they are up to date. I don't know what to do. I use Illustrator every day for my business.

Adobe Employee

Hi @sarahruthtoday

We have started detecting old driver/graphic card with 24.2 update to tell users that these old drivers/cards can be problematic with Illustrator.

Can you please attach the "System Compatibility Report" file here? You can get this file by clicking on the "Export Report..." button in the System Compatibility Report dialog.

Sanjay.

S

sarahruthtoday

Participant

I attached it here

Zachary Mettler

Participant

I am receiving a similar message now since updating my computer and illustrator. Attached is my System Compatability Report. I have an NVIDIA GeForce MX 150 version 451.67

Thank you for any help or insight you can offer Adobe support staff

Adobe Employee

Hi @Zachary Mettler ,

I see that the latest driver for your card is available at https://www.nvidia.com/Download/driverResults.aspx/170799/en-us it is 461.40. Can you please update and let us know if it fixed the issue.

Sanjay.

Zachary Mettler

Participant

Thank you for the insight and assistance Sanjay. Yes, after updating my driver card it seems to work. When I started up illustrator after updating I on longer received the warning. Thank you

E

Etcho

Known Participant

I have the same issue (but with NVIDIA Geforce - not in the driver list when I follow the link) - I can turn off the error notification but I assume there will still be incompatibility.

I have just purchased a new laptop, specifically designed for use with high GPU demands, I would not be expecting to have to buy a new system now so this is all very worrying!

Will keep an eye on developments