Artboard edges disappears while dragging

[Emanuele Perrone]

Hi everyone, 

as per subject, I have problem with the edges of the artboards when I use the mouse while holding down the spacebar to move within the canvas. What I noticed is that it doesn't happen if I switch to "View using CPU" mode which slows down the movement though.

My configuration is this:
OSX: 12.7
Process Architecture: x86_64 / 3.8 GHz Intel Core i7 8 core
Built-In Memory: 32768 MB
GPU: AMD Radeon Pro 5700 8 GB
Illustrator vers.: 28.4 (updated today but it was happening with the previous version as well)

It seems absurd to me that the GPU does not support displaying edges while moving.
I reset the preferences but nothing has changed.
Does anyone have any suggestions?
Thanks in advance
Emanuele

[Anubhav M]

Hello @Emanuele Perrone,

We understand that encountering technical issues can be frustrating. Would you mind confirming if this happened while working or opening a specific file and if GPU performance is enabled in Illustrator's preferences?

Also, try to manually reset Illustrator's preferences and share your observations:

For macOS

• Close all Adobe applications.

• Go to the following locations

• ~/Library/Caches

• ~/Library/Application Support/Adobe

• ~/Library/Preferences

• Rename Adobe Illustrator, com.adobe.illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old, com.adobe.illustrator.old and Adobe Illustrator 28 Settings.old

• Launch Illustrator from the Creative Cloud.

Note: Location starting with this "~" sign indicates the User Library, which is hidden. So, you need to copy & paste the exact path in spotlight search or from Finder Menu > Go > Go to Folder > Paste the location in the dialog box like this:

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders if you want to. The location is mentioned above.

Looking forward to hearing from you.

Thanks,

Anubhav

[Emanuele Perrone]

Hi Anubhav,

thank you very much for the timely and detailed response.
I confirm that it happens with any project I work on and the GPU settings are active in the preferences.

On the manual reset, I looked in the mentioned folders but I can't find Adobe Illustrator.

Adobe Illustrator 28 Settings is on Preferences and com.adobe.illustrator is in Caches, in Library/Application Support/Adobe I only see Adobe Illustrator 28, did you mean this maybe?

I await yours to proceed with this further testing.
Thanks again
Emanuele

[Ton Frederiks]

Is your canvas color white? Than it is a known issue.

[Emanuele Perrone]

Yes, i use white canvas, but it's happen with the others colours too.

[Ton Frederiks]

See: https://illustrator.uservoice.com/forums/601447/suggestions/48123539

[Emanuele Perrone]

Okay, so I understand that it is a known limitation but for now there is no solution, right?

I confirm that the problem is also present when zoom-in and zoom-out and also affects the guides, but not the grid. In my case, by activating the grid, both in scroll and zoom phases it remains active and visible.

Thanks for the comment and the reference discussion.
Emanuele

[Ton Frederiks]

No solution at the moment. Please add your vote. Adobe Engineers do not read this forum, but they do look at Uservoice.

[Emanuele Perrone]

Thanks for the reply, just created the account and left my vote. Hope it is helpful and soon there will be a solution for everyone who has the same problem.