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opheliab30960420
Participant
March 28, 2017
Question

Whole computer screen goes to black when I open/create a new file

  • March 28, 2017
  • 1 reply
  • 1521 views

I'm very worried and, honestly, about to have a panic attack. My computer caught a virus recently, so it had to be formatted. I got it back and I already installed all the software I had before, including the Adobe ones I had (CC 2017). All of them work right, EXCEPT for Illustrator.

When I open it, it seems fine. Problem arises when I try to create a new file or try to open an already existing one. When I'm creating a new file I put in the width/height and other stuff, and as soon as I click to create the file, the entire screen of my computer goes black, the mouse flashes non-stop, and it doesn't stop until I find a way to forcefully close Illustrator. Same thing happens when I try to open .ai files of mine from before.

I tried reinstalling it various times, and also tried installing the CC 2015 version. Same thing.

I'm a graphic design student, so I really depend on Illustrator for pretty much everything. I don't know what to do and I can't find anyone else with a similar problem anywhere. Please, help.

This topic has been closed for replies.

1 reply

Monika Gause
Community Expert
Community Expert
March 28, 2017

Which system?

Did you run the Adobe Cleaner tool before reinstalling Illustrator?

What happens if you uncheck the GPU acceleration in Preferences?

opheliab30960420
Participant
March 28, 2017

God bless you, the GPU thing saved it!!!!

Monika Gause
Community Expert
Community Expert
March 28, 2017

You're welcome.

You might have an incompatible graphic card installed. There's still development around the GPU acceleration. You might want to either:

- wait and test it with each new Illustrator update that might arrive

- exchange your graphic card

Also checking the card's driver for updates might help.