Super computer crashes when 3D rendering text (with ray tracing on high)

[melemed]

Hi everyone,

I am very new to Illustrator and the Adobe family of apps, but I did an online class, with one of the exercises being to explore the 3D features. We did text editing, including using Extrude in the 3D settings, including shadows (attached). I enabled Ray-Tracing because it was very blurry/pixelated (not sure of the right description), and that seemed to clear it up. My computer has an AMD 5900x and a RTX3090, 64GB of RAM. It works fine until I put the raster settings on 300dpi and change the Ray Tracing to HIGH quality. Then it immediately blue screens me. 

It's fine on all other settings... however, this works seamlessly in no-time on my laptop which is a 14" MacBookPro M2 Pro with 16gb of RAM. 

I've switched to Studio Drivers, thinking that may be the issue.. but to no avail. 

If anyone has any possible ideas on what may be conflicting, or if my GPU fans are set too low? Something like that?

Many thanks!

[Monika Gause]

During the last couple of days I've seen that RTX 3090 mentioned in 2 or 3 similar cases on this forum. You might want to contact Customer Care. https://helpx.adobe.com/contact.html  They can take a look into your system and maybe they find the cause of this.

[melemed]

I have tried disabling my Wacom, also updating the drivers -- once it allowed me to use HIGH settings for Ray-Tracing at 300dpi but then when I tried a different type of 3D setting, it blue screened me again. My blue screen doesn't last long enough to take a photo of the QR code or see what the issue was... 

Then, one time the Adobe app closed and it mentioned that "Virtual Desktop Streamer" was potentially having an issue with Adobe, but then after I closed the program, it still blue screened on me. So it seems very random and glitchy... hopefully there will be a fix for this one thing. It's nothing I plan on doing a whole lot of, but it's still bizarre?

[Monika Gause]

Please contact Customer Care. There should be crash logs somewhere. They can help you with all of that.

[Anubhav Majumder · Accepted solution]

Hello @melemed,

We understand how frustrating it can be to experience crashes. Would you mind trying to perform a clean reinstall of the NVIDIA GPU drivers (https://help.bethesda.net/#en/answer/57037) to see if it resolves the issue?
If not, please follow the steps in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and let us know your observations. Also, kindly share the crash report using the steps in this article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html) and use the same email account as your community account for quick tracking. We appreciate your time and efforts in resolving this issue.

Looking forward to your response.

Thanks,

Anubhav

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