Adobe Illustrator GPU Issue

[Lars_Lem]

Hi everyone,

I am assisting a client of ours with a GPU error that is being received whilst the person is in Illustrator.

The device specifications are:

Brand: Dell Pro Max 16
GPU: 8 GB NVIDIA RTX PRO 2000 Blackwell

CPU: Intel(R) Core(TM) Ultra 7 265H
RAM: 2x16GB, DDR5, 5600 MT/s, SoDIMM, Dual Channel, non-ECC
Storage: 1TB Performance SSD Gen4, SED Ready

We receive this error randomly, this can happen while doing an easy task (zooming in, zooming out, ...)

We have tried everything we could find on the internet and forums of fixes but nothing seems to help.
Can someone help us with this issue?

Thanks in advance!

[Anubhav M]

Hello @Lars_Lem,

I'm sorry to hear about your experience. Would you mind performing a clean reinstallation of all the GPU(s) drivers (Intel / NVIDIA / AMD) and setting the Graphics Preference to High-Performance for Illustrator (https://adobe.ly/43PeYQj) and checking if it helps?

If the problem persists, try running Illustrator under a different administrator account (Windows) and share your observations.

Looking forward to hearing from you.

Anubhav

[Lars_Lem]

hi @Anubhav M ,

We already tried that but it's not helping.
We even bought a second laptop to see if the issue is resolved.

[HARSHIKA_VERMA]

Thank you for trying the suggestions shared by Anubhav. Would you mind telling us if the issue is happening only with Illustrator or with other Adobe apps, such as InDesign and Photoshop?

One of the customers on another product mentioned that "it was having issues with the graphics card because it wasn't set to use the graphics card in the preference settings. The Renderer needed to be set on Mercury Playback Engine GPU Acceleration (CUDA)."

Would you mind checking that and letting us know if that helps?

You might also refer to this post and follow the suggestions.

We will try our best to help.

Thanks,

Harshika

[Lars_Lem]

hi @HARSHIKA_VERMA,

The thing you mentioned is it only for Premiere Pro or also for Illustrator because I only find the settings (online) for Premiere Pro "it was having issues with the graphics card because it wasn't set to use the graphics card in the preference settings. The Renderer needed to be set on Mercury Playback Engine GPU Acceleration (CUDA)."

[HARSHIKA_VERMA]

Hello @Lars_Lem,

Thanks for confirming. We will need some more information to be able to help you with this scenario:
1. AiSniffer file:
- Close all Adobe applications.
- Navigate to the Illustrator Preferences folder and copy the AiSniffer file to the desktop from this location:
%USERPROFILE%\AppData\Roaming\Adobe\Adobe Illustrator 30 Settings\en_US\x64\

2. For the System Report, kindly follow these steps:
- Please press Windows Key + the letter "R" on your keyboard to bring up the Run command window
- Type "msinfo32" in the Open field and left-click OK
- While viewing the Microsoft System Information summary, go to File, then choose Save (Please do not use Export)
- Save your MSINFO32 report as "msinfo32.nfo" on your desktop to easily locate it after. It can take up to a minute to generate a report.

Kindly upload the files to Google Drive/Dropbox/etc and share a public link here or via DM so that we can investigate this further.

Looking forward to hearing from you.

Thanks,
Harshika