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J
jannemann
Known Participant
August 14, 2020
Question

GPU problems when using Illustrator only the MacBook Pros screen

  • August 14, 2020
  • 1 reply
  • 229 views

I prefer using multiple monitors attached to my MacBook Pro (2018) - at least one. Working with Adobe Illustrator CC 24.2.3 is much more fun. Nevertheless, sometimes (on journey e.g.) I just have my MBP with me without any extra monitors attached to it. The smaller workspace is a bit annoying, but acceptable. What I do not accept is the fact, that an error occurs when creating a new document or open an existing one. The errortext reads the following (I try to translate it from German to English text):

"the preview could not be displayed completely. The requested operation could not be completed."

The document opens in black and white preview mode and the animated zoom does not work.

It seems, that there is a problem with the GPU and CPU management.

Is that a known issue and is there any workaround for that problem?

I already erased the prefs, deactivated GPU-support and activated it again, ...

 

Please help!

 

thanks in advance

Jan

This topic has been closed for replies.

1 reply

Srishti_Bali
Srishti_Bali
Legend
August 16, 2020

Hi Jan,

 

Sorry to hear about this trouble. That's definitely not a typical experience with the application. I would request if you could share a few more details like:

 

  • Operating system you are working on.
  • Is the issue related to 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 the files are saved (Network Drive/ System HDD/ Shared Folder on System /External HDD)? 
  • Does deactivating GPU performance help resolving the issue?

 

Regards,

Srishti

    J
    jannemannAuthor
    Known Participant
    August 19, 2020

    Hi Srishti,

     

    the problem occurs only when using the MacBook Pro (2018) without attached monitors. No matter if I open an existing document or creating a new one. Disabling the GPU is automatically disabling the animated zoom.

    Here are the specs of my MBP

     

    I also use the Adobe Illustrator CC Version 24.2.3

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