Grey area appearing while working in Illustrator 2019 on Windows 10

[jys1199]

hi. sorry english is not my first language.

can anybody solve this problem?

im using latest illustrator.

i tried reinstalling cc, reboot, change gpu settings (internal to external, i use gtx 1050 and driver is up to date)

i can't get rid of this grey area and it is annoying.

{Renamed by MOD}

[Monika Gause]

Can you turn off GPU acceleration altogether in the Preferences?

[Srishti Bali]

Hi there,

Sorry to hear about this. This indeed looks like a display issue. Let's make this right. I would request if you can share a few more details like:

• OS and version of Illustrator
• 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. 
• Did you "Turning off GPU Performance" as suggested by Monika? If not, please go to Edit > Preferences  > Performance > Uncheck GPU Performance.
  
  Let us know if this helps.
• If that doesn't help, try booting the system into Safe Mode (https://support.microsoft.com/en-in/help/12376/windows-10-start-your-pc-in-safe-mode) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which is conflicting with the Illustrator. 

Looking forward to your response.

Regards,

Srishti

[jys1199]

Hi! Thank you for your reply, sorry my response is late.

i tried your method and indeed i get the grey area when the gpu performace is off.

this means my igpu is the problem.

my pc and illustrator specs

PC : Lenovo YOGA 730-15IWL | i7-8565u | 24GB RAM

OS : windows 10 version 1903 build 18362.388

illustrator version : 23.1 64bit

i thought my undervolting was causing issue so i tried using igpu normal voltage, did not work.

did not change any global settings except updating windows.

and actually my illustrator crashes every time i close the app.

thank you!

[Srishti Bali]

Sorry for the delayed response. Thanks so much for sharing all your observations. Please try updating GPU driver by following these steps and share results:

• Update graphic card manually from the manufacturer's website (please do not use CD/DVDs). For example, if you NVIDIA graphic card, uninstall the driver and reinstall it from https://www.nvidia.in/Download/index.aspx?lang=en-in
• Restart the system once it is installed succesfully.
• Then try turning on the GPU performance once again and check how it works.

Regards,

Srishti