Adobe Illustrator GPU issue

[bev_n12]

Hi there

I am assisting a client of ours with a GPU error that is being received whilst he is in Illustrator. He is one of the marketing designers for the company.

The device specifications are:

Dell Pro Max 16

Intel(R) Core(TM) Ultra 7 265H
64GB of ram
Intel(R) Arc(TM) Pro 140T GPU (32GB)
NVIDIA RTX PRO 1000 Blackwell Generation Laptop GPU

Whilst using Illustrator he repeatedly receives the following error message, 

I have gone through the forum and tried all applicable fixes including

Setting the application settings within the Nvidia panel to use the high performance GPU.

Updated the Intel Iris drivers.
Updated the Nvidia drivers.
Uninstalled and reinstalled Adobe Creative Cloud. (Used Revo uninstaller to ensure a clean removal).
Attempted the registry fixes.

None of them worked, The GPU is also not visible within the Adobe settings as per below,

I am unsure as to how to resolve this issue as it is a brand new device. 

Any advice will be appreciated.

[Anubhav M]

Hello @bev_n12,

Thanks for reaching out. Would you mind performing a clean reinstallation of the GPU(s) drivers by following the suggestions shared here (Intel / NVIDIA / AMD) and setting the Graphics Preference to High-Performance for Illustrator (https://adobe.ly/4r4v9Ty) and checking if it helps?

Looking forward to hearing from you.

Anubhav

[bev_n12]

Hi @Anubhav M 

I found the steps provided on several other threads and have already performed them on the device, the issue persists.

The GPU settings have been configured for high performance on Illustrator already.

Thank you

[Lars_Lem]

Do you have any update on this matter?
A client of ours is experiencing the same issue.

[Abhishek Rao]

Hi @bev_n12 and @Lars_Lem,

Thanks so much for following up. That message 'Unable to recover from a kernel exception. Error code: 3 (subcode 7)' comes from the NVIDIA OpenGL driver and usually points to the driver environment rather than anything in the Illustrator file.

To help narrow it down, please first try turning off GPU usage inside Illustrator and see if the error stops. In Illustrator, go to Preferences > Performance and temporarily uncheck GPU Performance, then restart Illustrator and work as usual for a while. If things are stable with GPU Performance off, that tells us the crash is happening only when the GPU path is used.

Next, please try switching to a different NVIDIA Studio driver branch than the one you are on now. From the NVIDIA site (Download The Official NVIDIA Drivers | NVIDIA), pick a Studio driver that is slightly older or newer, install it normally, restart, then test Illustrator again.

If the issue continues even after changing drivers, please also try the steps described in this similar thread about the NVIDIA OpenGL kernel exception and update your findings: https://adobe.ly/48AFbDJ

Please let me know how it goes after these tests. 

Abhishek