Illustrator v28.2 | Apple M1 Pro Sonoma 14.3.1 | GPU acceleration problem (auto-shutdown)

[krzmal]

I have an issue with GPU acceleration. After enabling, for example, a line on a new document, GPU acceleration switches to CPU and cannot be reverted to GPU. In the settings, graphics processor support remains active.

Relevant details: Adobe Illustrator v.28.2 Apple M1 Pro Sonoma 14.3.1

I attached the video: https://www.youtube.com/watch?v=Lken76HKD-E

How can this problem be resolved?

[Anubhav M]

Hello @krzmal,

We understand that encountering technical issues can be frustrating. Would you mind resetting Illustrator's preferences as described in this article (https://adobe.ly/49AEmKw) and checking if it helps?

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 in case you want to. The location is mentioned above.

Also, try running Illustrator under a different administrator account (Windows / macOS) and share your observations.

Looking forward to hearing from you.

Thanks,

Anubhav

[krzmal]

Thank you for your response.

Removing the settings folders on the main account didn't help. The second solution worked. GPU acceleration is working normally on the new user account.

How to fix this on the main account?

[krzmal]

@Anubhav M Have you any idea?

[Anshul_Saini]

Hi @krzmal,

If running Illustrator under a different administrator account resolved the GPU acceleration issue on the new user account but not on the main account, it suggests that there might be a conflict or corruption within the preferences or settings specific to your main account.

Here are a few additional steps you can try to resolve the issue on the main account:

• Instead of just removing the settings folders, you can try manually backing up and deleting the preference folder (https://adobe.ly/49Wvo9W). 

• If the issue persists even after resetting preferences, you may need to uninstall and reinstall Illustrator on your main account. Sometimes, a fresh installation can resolve conflicts or corruption that may be causing the problem.

• Ensure that your operating system (macOS) & Illustrator are up to date. Sometimes, updates can include fixes for compatibility issues that may affect GPU acceleration.

By following these steps, you should hopefully be able to resolve the GPU acceleration issue on your main account. Let me know if you need further assistance or if you have any other questions.

Best regards,

Anshul Saini

[krzmal]

@Anshul_Saini I followed the steps you provided and it didn't help at all. I also used the Creative Cloud Cleaner tool. Additionally, I have an up-to-date system and software. The problem still isn't resolved.

[Anubhav M]

Hello @krzmal,

Thanks for sharing the details. It looks like we need to troubleshoot this in a live session. Please head here (https://adobe.ly/4a3vBZf) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

Thanks,

Anubhav

[krzmal]

I think I know where the problem lies now. I'm using two monitors: ASUS ProArt PA279 (connected via USB-C) and DELL P2418D (connected via HDMI). When I start the system with only the DELL monitor, everything works fine. What's interesting is that even when Illustrator is running and I connect the ASUS monitor, it continues to work correctly. It's only when I restart Illustrator that the problem returns.

[krzmal]

up @Anubhav M 

[Anubhav M]

Hello @krzmal,

Thanks for sharing the details. Would you mind launching Illustrator under Rosetta and checking if it helps?

Looking forward to hearing from you.

Thanks,

Anubhav

[krzmal]

@Anubhav M  This solution didn't resolved the problem. 

[Anubhav M]

Hello @krzmal,

We're sorry for the trouble. It looks like we need to troubleshoot this in a live session. Please head here (https://adobe.ly/4a2NN5p) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

Thanks,

Anubhav