Black screen on Illustrator, files don't display

[ankitas27891759]

Hi,

I have an issue when opening any artboard on Illustrator. All i get is a black screen where the file should be, i can see the menu, navigation, tools as well. i can even click on elements in the artboard, but it's all black. This is the case for new files, old EPS as well as .AI. I have tried updating my drivers, installing older versions of AI but to no avail! I'm using a new machine, which is the problem i believe. I have the Lenovo Legion Y720. I need assistance ASAP, not able to do any work on the new machine...

[Monika Gause]

Can you try View > Preview on CPU

[ankitas27891759]

Yes I did, does not help either. One thing i noticed is when i close illustrator, i am able to view the artboard for a split second which is even more annoying.

[Monika Gause]

Please contact support. They can have a look inside your system:

Contact Customer Care

[Brenda5F90]

I'm having the same exact issue. Did this ever get resolved?

[xrecaredo]

Same issue.

[Brenda5F90]

Hi were you able to fix this issue?

[xrecaredo]

Not really. Resizing the document window might help. But the only solution is closing the program. And opening it again.

[nvicario]

Im having the same issue here, it seems to be a bug, I have to open the file 3 times to be able to use the file.
The first time the app does not respend.

the second one I get a black screen, and after closing the file

the third time works.

Im using the latest update of illustrator.

Any news?

[MikeJones85]

Have the same issue - open files to just a black screen. No fix but to restart Illi.

Any one found a fix?

[Anshul_Saini]

Hi @MikeJones85 and @nvicario,

Sorry to hear about the trouble you are facing. Could you please share a few more details like:

• OS and version of Illustrator
• Are you using an M1-based Mac machine?
• Does this issue happen after opening 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 are you saving the files (Network Drive/ System HDD/ Shared Folder on System/ External HDD)?
• 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.
• A small video demonstrating the issue could be really helpful.
• Which GPU are you using? Is it an external GPU?
• Does turning off GPU Performance from Illustrator Preferences (ctrl + k/ cmd + k > Perfromace > uncheck GPU Performance) help resolve the issue?
• Are you using any external monitors? If yes, what is the resolution and refresh rate of that monitor? Also, with which port and cable combination it is connected.
• Does resetting Illustrator Preferences ( https://helpx.adobe.com/illustrator/using/setting-preferences.html) help to resolve the issue?
  Disclaimer: Please note that resetting preferences will remove all the custom settings, and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article.

We are here to help. We just need more information.

Thanks & Regards

Anshul Saini