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Illustrator 2020 freezes, gui crashes on macbook

New Here ,
Sep 10, 2020

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Hello, 

 

When I use illustrator I experience several problems.

 

Illustrator freezes (the program itself and my MacBook) leaving only the function to move my cursor, not that I can click anything.

 

The gui of both illustrator and my MacBook "glitch" in that some instances lose their text, are replaced with different gui from other programs or dissappear completely.

 

This happens at any given time, but mostly when usen things like the pen tool or other path creation tools. 

 

Can anyone help me with a fix to my problem?

 

(attached photos show removed text from finder bar, removed background and gui around art board gone) 

 

Kind regards, 

Sietse Schaap 

Student

Screenshot_20200910_112232_com.whatsapp.jpg

Screenshot_20200910_112202_com.whatsapp.jpg

Thanks for sharing the details, Sietse. Do let us know if turning off GPU performance helps. Also, please confirm if you have any exterenal monitor connected to your system? If yes, try removing that as well and see if that helps.

 

 

 

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Bug, Performance

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Illustrator 2020 freezes, gui crashes on macbook

New Here ,
Sep 10, 2020

Copy link to clipboard

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Hello, 

 

When I use illustrator I experience several problems.

 

Illustrator freezes (the program itself and my MacBook) leaving only the function to move my cursor, not that I can click anything.

 

The gui of both illustrator and my MacBook "glitch" in that some instances lose their text, are replaced with different gui from other programs or dissappear completely.

 

This happens at any given time, but mostly when usen things like the pen tool or other path creation tools. 

 

Can anyone help me with a fix to my problem?

 

(attached photos show removed text from finder bar, removed background and gui around art board gone) 

 

Kind regards, 

Sietse Schaap 

Student

Screenshot_20200910_112232_com.whatsapp.jpg

Screenshot_20200910_112202_com.whatsapp.jpg

Thanks for sharing the details, Sietse. Do let us know if turning off GPU performance helps. Also, please confirm if you have any exterenal monitor connected to your system? If yes, try removing that as well and see if that helps.

 

 

 

TOPICS
Bug, Performance

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Sep 10, 2020 0
Adobe Community Professional ,
Sep 10, 2020

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Hi, could you list the technical features of your Macbook Air?

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New Here ,
Sep 10, 2020

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MacBook Air (13-inch, Early 2015)

Processor 1,6 GHz Intel Core i5

Memory 4 GB 1600 MHz DDR3

Graphicscard Intel HD Graphics 6000 1536 MB

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Sep 10, 2020 0
Adobe Employee ,
Sep 11, 2020

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Hi Sietse,

 

Sorry about this trouble. That's not the typical experience with the application. Let us help you fix this. Could you please share a few more details like:

  • Operating system and version of Illustrator you are working on?
  • Videos you shared above are not working. Would you mind sharing them again? You can upload it to the Creative Cloud (https://helpx.adobe.com/in/creative-cloud/help/share.html) and share the download link. 
  •  What all applications are running in the background?
  • Do you have any tablet like Wacom/ Huion etc connected to your system? If yes, could you please try removing them and check how it works?
  • Does turning off GPU performance in Illustrator preferences help resolving the issue?
    GPU performance Ai.png

 

All this information will help us understand this issue better and help you accordingly. 

 

Regards,

Srishti

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Sep 11, 2020 0
New Here ,
Sep 14, 2020

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Hello, 

 

Im using Mojave version 10.14.6 and the latest version of illustrator, which would be 24.3.

 

Video one: https://shared-assets.adobe.com/link/5ad6b775-c8ec-48a0-49d9-15fc0bcb8705

Shows my top bar with no text, my background being black (normaly a picture of a dessert) and everything around my illustrator artboard being gone.

Video two: https://shared-assets.adobe.com/link/b87d766e-a058-408d-60b1-fa99cfc08803

Shows the interface of my illustrator messing up.

 

This happens with or without applications running in the back. Even after i just restarted and there is nothing running accept illustrator. 

 

I dont use any tablets.

 

I will try changing the setting you showed me.

I hope it helps 🙂

 

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Sep 14, 2020 0
Adobe Employee ,
Sep 14, 2020

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Thanks for sharing the details, Sietse. Do let us know if turning off GPU performance helps. Also, please confirm if you have any exterenal monitor connected to your system? If yes, try removing that as well and see if that helps.

 

 

 

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