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ankitas27891759
Participant
Apr 15, 2019 4:49 PM UTC
Answered

Black screen on Illustrator, files don't display

Hi,

I have an issue when opening any artboard on Illustrator. All i get is a black screen where the file should be, i can see the menu, navigation, tools as well. i can even click on elements in the artboard, but it's all black. This is the case for new files, old EPS as well as .AI. I have tried updating my drivers, installing older versions of AI but to no avail! I'm using a new machine, which is the problem i believe. I have the Lenovo Legion Y720. I need assistance ASAP, not able to do any work on the new machine...

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Anshul_Saini
Anshul_SainiCorrect answer
Community Manager
Sep 7, 2021 9:45 PM UTC

Have the same issue - open files to just a black screen. No fix but to restart Illi.

Any one found a fix?


Hi @MikeJones85 and @nvicario,

 

Sorry to hear about the trouble you are facing. Could you please share a few more details like:

  • OS and version of Illustrator
  • Are you using an M1-based Mac machine?
  • Does this issue happen after opening a specific document? If yes, could you please share the document with us? You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link.
  • Where are you saving the files (Network Drive/ System HDD/ Shared Folder on System/ External HDD)?
  • When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates, or web extensions installed recently.
  • A small video demonstrating the issue could be really helpful.
  • Which GPU are you using? Is it an external GPU?
  • Does turning off GPU Performance from Illustrator Preferences (ctrl + k/ cmd + k > Perfromace > uncheck GPU Performance) help resolve the issue?
  • Are you using any external monitors? If yes, what is the resolution and refresh rate of that monitor? Also, with which port and cable combination it is connected.
  • Does resetting Illustrator Preferences ( https://helpx.adobe.com/illustrator/using/setting-preferences.html) help to resolve the issue?
    Disclaimer: Please note that resetting preferences will remove all the custom settings, and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article.

 

We are here to help. We just need more information.

 

Thanks & Regards

Anshul Saini

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10 replies

xrecaredo
Participant
Feb 27, 2020 4:02 PM UTC

Same issue.

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    Brenda5F90
    Participant
    Sep 30, 2020 4:31 PM UTC

    Hi were you able to fix this issue?

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    xrecaredo
    Participant
    Sep 30, 2020 6:17 PM UTC
    Not really. Resizing the document window might help. But the only solution is closing the program. And opening it again.
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    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    Apr 15, 2019 5:32 PM UTC

    Can you try View > Preview on CPU

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    ankitas27891759Author
    Participant
    Apr 15, 2019 5:45 PM UTC

    Yes I did, does not help either. One thing i noticed is when i close illustrator, i am able to view the artboard for a split second which is even more annoying.

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    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    Apr 15, 2019 5:53 PM UTC

    Please contact support. They can have a look inside your system:

    Contact Customer Care

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