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Can't see or create art-board on new or old docs

New Here ,
Oct 13, 2017

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Hello,

I've just installed (and then reinstalled) Illustrator on my new computer, and it struggles opening or creating new or old files.

I can't see anything, just blank, as if there is no dartboard or elements. Sometime i'm unable to see ai files, but sometime I do, I don't know why some work and others don't.

Attached is a print-screen of what I see after it creates a new document.

Appreciate any help!

Thanks

Irit

illustrator-problem.png

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Can't see or create art-board on new or old docs

New Here ,
Oct 13, 2017

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Hello,

I've just installed (and then reinstalled) Illustrator on my new computer, and it struggles opening or creating new or old files.

I can't see anything, just blank, as if there is no dartboard or elements. Sometime i'm unable to see ai files, but sometime I do, I don't know why some work and others don't.

Attached is a print-screen of what I see after it creates a new document.

Appreciate any help!

Thanks

Irit

illustrator-problem.png

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858

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Oct 13, 2017 0
Most Valuable Participant ,
Oct 13, 2017

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iritp,

What happens if you use the Use Preferences>General>Use Legacy New Document Interface, see the screenshot by iambillythekid in post #7 here:

https://forums.adobe.com/thread/2231817

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Oct 13, 2017 0
Adobe Community Professional ,
Oct 13, 2017

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Also, just to check:

0pen your Artboards panel to see if anything is there

Turn on your rulers to see where you are

Go to View > Fit Artboard in Window

You may need to quit Illustrator and reset Preferences.

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Oct 13, 2017 0
New Here ,
Oct 13, 2017

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Thanks Jacob and Jane,

I can create a document, everything appears normaly, but then there's no actually document. It's as if what I see is the "behind" of the art-boards, like what you see if you close all of the windows. that black void that you can't do anything on, but open or create a document.

Same thing happens if I try to open an .ai file - it pretends to open it, and the window is there, but the canvas isn't.

Thanks again!

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Oct 13, 2017 0
Most Valuable Participant ,
Oct 13, 2017

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Irit,

Maybe too silly, you may try toggling between GPU and CPU with Ctrl/Cmd+E, or you may try disabling the GPU Performance by clicking the Rocket Icon in the App bar, or on the top of the menu bar, and deselecting the GPU Performance check box; you may also uncheck GPU Performance in your Preferences.

This is what GPU is about:

https://helpx.adobe.com/illustrator/kb/gpu-performance-preview-improvements.html

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Oct 13, 2017 0
Guide ,
Oct 13, 2017

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I know you should not have to, but it might be an idea to install, in addition to the current version,  a slightly older version of illustrator, eg 2015 and see if you can get that working, until a solution is found.

Something like this:

http://it.fitnyc.edu/wp-content/uploads/2017/01/Install-Older-Versions-Options.png

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Oct 13, 2017 0
New Here ,
Oct 13, 2017

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Thanks very much everybody for your help,

I still didn't figure it out. I tried installing Illustrator 2015 and the same happened. I also tried deactivating the GPU, to no avail.

The very strange thing is, that if I try to move around the file window, while its "in the air" you can see the art-boards:

ai-when-in-move.png

But then when I put it down, it disappears again:

illustrator-problem2.png

Very frustrating !!!

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Oct 13, 2017 0
Most Valuable Participant ,
Oct 13, 2017

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Irit,

Did you try the preference resetting that Jane suggested?

Here is a fuller list of thing to try from easy to serious (the simple preference resetting is 3)).

If things that should work simply refuse to (all possibilities exhausted including the A) - C) below (and carefully making sure you are performing (all) the needed things)), you may try (the relevant part(s) of) the list 1) - 6) below.

Sometimes, (certain) things may fail or stop working for no apparent reason. When the (other) possible reasons/cures fail to work, it may be some kind of (temporay or permanent) corruption, or even some inconvenient preference setting(s), which may be cured with something on the following list set up in an attempt to provide a catchall solution for otherwise unsolvable cases. It starts with a few easy and harmless suggestions 1) and 2) for milder cases, and goes on with two alternative ways 3) and 4) of resetting preferences to the defaults (easily but irreversibly and more laboriously but more thoroughly and also reversibly), then follows a list 5) of various other possibilities, and it ends with a full reinstallation 6). If no other suggestions work, or if no other suggestions appear, you may start on the list and decide how far to go and/or which may be relevant.

The following is a general list of things you may try when

A) The issue is not in a specific file,

B) You have a printer correctly installed, connected, and turned on if it is physical printer (you may use Adobe PDF/Acrobat Distiller as the default printer with no need to have a printer turned on, obviously you will need to specify when you actually need to print on paper), and

C) It is not caused by issues with opening a file from external media.

You may have tried/done some of them already; 1) and 2) are the easy ones for temporary strangenesses, and 3) and 4) are specifically aimed at possibly corrupt/inconvenient preferences); 5) is a list in itself, and 6) is the last resort.

If possible/applicable, you should save current artwork first, of course.

1) Close down Illy and open again;

2) Restart the computer (you may do that up to at least 5 times);

3) Close down Illy and press Ctrl+Alt+Shift/Cmd+Option+Shift during startup (easy but irreversible);

4) Move the folder (follow the link with that name) with Illy closed (more tedious but also more thorough and reversible), for CS3 - CC you may find the folder here:

https://helpx.adobe.com/illustrator/kb/preference-file-location-illustrator.html

5) Look through and try out the relevant among the Other options (follow the link with that name, Item 7) is a list of usual suspects among other applications that may disturb and confuse Illy, Item 15) applies to CC, CS6, and maybe CS5);

Even more seriously (this may be serious because you may need to restore plugins and whatnot afterwards if you have customized things), you may:

6) A) Uninstall (ticking the box to delete the preferences if applicable), B) run the Cleaner Tool (if you have CS3/CS4/CS5/CS6/CC), and C) reinstall. You may try without step B), but sometimes it is needed, because otherwise things may linger.

As it appears from this thread, it may be worth repeating this if it fails to help the first time:

https://forums.adobe.com/thread/2283530

To uninstall:

https://www.adobe.com/cfusion/search/index.cfm?loc=en_us&term=uninstall&cat=support&product=illustra...

Cleaner Tool:

http://www.adobe.com/support/contact/cscleanertool.html

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Oct 13, 2017 1
New Here ,
Jun 05, 2020

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Tremendously Informative

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Jun 05, 2020 0