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Preview window not showing art on PNG export

New Here ,
Apr 02, 2024 Apr 02, 2024

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Hello, I have a customer that was having issues with Illustrator where the drop down menus would stop working and the saved files were corrupting. Tried a complete purge of all adobe apps and background files but the problem came back quickly. Next step I removed all adobe again, backed it up with Time Machine then erased and installed fresh OS Sonoma 14.4.1 (Mac mini M1 32GBs of RAM), restored data from backup and installed the newest versions of Photoshop, Illustrator, and Lightroom. Illustrator is now working perfectly without any issues except when she selects Export As, select Use Artboards and file type PNG, click Export. The next window that pops up you can choose Resolution, Anti-aliasting, Interlaced, and the Background color. Normally in this window she would get a tiny preview of her artwork in the next window that pops up. Starting after the first purge that preview went away despite two full reinstalls of the applications. I need to get this preview back for her as it was very helpful in her workflow. Attaching a picture of the preview box from my Mac showing the preview that she is missing. Screenshot 2024-04-02 at 4.58.55 PM.png

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Import and export

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correct answers 1 Correct answer

Community Expert , Apr 11, 2024 Apr 11, 2024
Adobe
Community Expert ,
Apr 02, 2024 Apr 02, 2024

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I apologize that I don't have an answer for you, but can only confirm that I have also noticed my png preview is white. But the image exports correctly. Looks like we have a bug report. 

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New Here ,
Apr 11, 2024 Apr 11, 2024

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The most frustrating part is I can't reproduce it on any other machine. And considering there's been two complete installs, one even after a fresh macOS was laid down I just can't fathom why this would be an issue only on her machine. 

 

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Community Expert ,
Apr 11, 2024 Apr 11, 2024

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