Unsupported video driver error

Community Beginner ,
Feb 11, 2021 Feb 11, 2021

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All of my drivers are up to date, but I still get the folowing error when starting Adobe Illustrator/ Premiere/ AE/ etc.

 

Knipsel-ai.JPGKnipsel-pr.JPG

 

When I click fix, I'm advised to update my drivers, but like I said all of my drivers are updated to the latest version:

Knipsel-hp.JPG

 

Please help

 

PS I also have Gforce 1050 graphics card, which also runs the latest drivers.

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Community Beginner ,
Feb 20, 2021 Feb 20, 2021

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Oops, I meant if we uncheck the 'show system compability issues at startup'. 

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Adobe Employee ,
Feb 20, 2021 Feb 20, 2021

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Hi @Monica Tan,

 

Can you please attach the "System Compatibility Report" file so that we can suggest the best course of action. It is preferred to update the driver than unchecking the preferences.  If the graphics card/hardware is pretty old then only it is advised to uncheck the preferences. 

 

The working would be the same as older builds of Illustrator, but we have seen that many older cards and/or drivers cause issues so we warn the users for updating the drivers and card if they can.


Sanjay.

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Community Beginner ,
Feb 21, 2021 Feb 21, 2021

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Hey Sanjay,

 

Thanks for the prompt reply. Please find my report below. I would greatly appreciate any advise! 

 

System Components:

Operating System Windows v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Video Intel(R) HD Graphics 620 v.22.20.16.4815
----------------------------------------------------------------------------
1. The current version of your Intel display driver may cause performance and stability issues. It is strongly recommended that you update to driver version 100.8476 or later. Drivers are provided by Intel or your computer's manufacturer.
URL: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html

Video NVIDIA GeForce 940MX v.23.21.13.8873
----------------------------------------------------------------------------
1. NVIDIA has identified a bug which causes random crashes in your Adobe application and has provided a fix in driver version 451.77. This driver update is strongly recommended.
URL: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html

Audio Intel(R) Display Audio v.10.23.0.567
----------------------------------------------------------------------------
No conflicts to report.

Audio NVIDIA Virtual Audio Device (Wave Extensible) (WDM) v.3.70.2.0
----------------------------------------------------------------------------
No conflicts to report.

Audio Realtek High Definition Audio(SST) v.6.0.8907.1
----------------------------------------------------------------------------
No conflicts to report.

Audio Sound Drum Hands-Free AG Audio v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Audio Sound Drum Stereo v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Bluetooth Device (Personal Area Network) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Kernel Debug Network Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter #2 v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Qualcomm Atheros QCA9377 Wireless Network Adapter v.12.0.0.722
----------------------------------------------------------------------------
No conflicts to report.

Network Realtek PCIe GBE Family Controller v.10.16.323.2017
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IKEv2) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IPv6) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (L2TP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (Network Monitor) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPPOE) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (SSTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

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Adobe Employee ,
Feb 21, 2021 Feb 21, 2021

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Hi @Monica Tan,

 

Both of your cards (NVIDIA and Intel) are old. For NVIDIA there are no new driver updates and for Intel driver updates are there, but since the card is old, it is still marked as incompatible. 

 You can uncheck the "Show System compatibility issues... " preference in the General section. If you want to continue to work as it was working in earlier releases. But it is advised for your info that it would be better if the hardware is upgraded.

 

Sanjay.

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Adobe Employee ,
Feb 19, 2021 Feb 19, 2021

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Hi,

 

The NVIDIA driver at https://www.nvidia.com/Download/driverResults.aspx/170345/en-us would be a better match for your NVIDIA GeForce GTX 1050 card.

 

The latest drivers of NVIDIA cards can be searched and downloaded from https://www.nvidia.com/Download/index.aspx?lang=en-us# 

 

Sanjay.

 

 

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Explorer ,
Feb 19, 2021 Feb 19, 2021

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At the Illustrator system requirements page none of the latest series of Nvidia cards (GTX10XX, GTX16XX, RTX2060 and RTX30XX series ) are listed. Is that really correct?? Seems a bit odd.

 

I don't know how you're supposed to chose a card when you have no idea if it will make the Adobe apps unstable or not.

 

Any Illustrator users who can recommend a card that works well for you? I'm thinking about the GTX 1660 Super.

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New Here ,
Mar 02, 2021 Mar 02, 2021

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Hi @sanjaykr , I am having the same issue my system compatibility records are as below. However, I tried to download  the 451.77 driver version and it still says that is not "  is not compatible with my laptop). I follow the adobe illustration GPU performance instructions such as download the version 361.91 and 461.40.. but  same thing again it is not compatible..

 

my computer is :

DESKTOP-06HF2M9

Window 10 Home 64 bit 

Intel (R) Core (TM) i7-7500U CPU @ 2.70GHz  2.90 GHz

  

 


Operating System Windows v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Video Intel(R) HD Graphics 620 v.27.20.100.8681
----------------------------------------------------------------------------
No conflicts to report.

Video NVIDIA GeForce 940MX v.27.21.14.5167
----------------------------------------------------------------------------
1. NVIDIA has identified a bug which causes random crashes in your Adobe application and has provided a fix in driver version 451.77. This driver update is strongly recommended.
URL: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html

Audio Intel(R) Display Audio v.10.27.0.9
----------------------------------------------------------------------------
No conflicts to report.

Audio NVIDIA Virtual Audio Device (Wave Extensible) (WDM) v.3.70.2.0
----------------------------------------------------------------------------
No conflicts to report.

Audio Realtek Audio v.6.0.1.8142
----------------------------------------------------------------------------
No conflicts to report.

Network Intel(R) Dual Band Wireless-AC 3165 v.19.51.27.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Kernel Debug Network Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter #2 v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Realtek PCIe GBE Family Controller v.10.9.422.2016
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IKEv2) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IPv6) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (L2TP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (Network Monitor) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPPOE) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (SSTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

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Adobe Employee ,
Mar 02, 2021 Mar 02, 2021

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Hi @Shirley5EEC 

 

The latest driver for your NVIDIA GeForce 940MX is at https://www.nvidia.com/Download/driverResults.aspx/170887/en-us

 

Sanjay.

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New Here ,
Feb 19, 2021 Feb 19, 2021

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Hey man! Could you fixed it yet? I have the same issue, and I follow the same steps but it keeps telling me the same thing.

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Adobe Employee ,
Feb 19, 2021 Feb 19, 2021

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Hi @Paulo0D45 ,

 

Can you please attach the "System Compatibility Report" from your machine. You can get this file after clicking the "Export Report..." button in the System compatibility Report Dialog.


Sanjay.

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New Here ,
Feb 21, 2021 Feb 21, 2021

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Hi @sanjaykr , I am having the same issue my system compatibility records are as below. However, I tried to download  the 451.77 driver version and it still says that is not "  is not compatible with my laptop). I follow the adobe illustration GPU performance instructions such as download the version 361.91 and 461.40.. but  same thing again it is not compatible..

 

my computer is :

DESKTOP-06HF2M9

Window 10 Home 64 bit 

Intel (R) Core (TM) i7-7500U CPU @ 2.70GHz  2.90 GHz

  

 


Operating System Windows v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Video Intel(R) HD Graphics 620 v.27.20.100.8681
----------------------------------------------------------------------------
No conflicts to report.

Video NVIDIA GeForce 940MX v.27.21.14.5167
----------------------------------------------------------------------------
1. NVIDIA has identified a bug which causes random crashes in your Adobe application and has provided a fix in driver version 451.77. This driver update is strongly recommended.
URL: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html

Audio Intel(R) Display Audio v.10.27.0.9
----------------------------------------------------------------------------
No conflicts to report.

Audio NVIDIA Virtual Audio Device (Wave Extensible) (WDM) v.3.70.2.0
----------------------------------------------------------------------------
No conflicts to report.

Audio Realtek Audio v.6.0.1.8142
----------------------------------------------------------------------------
No conflicts to report.

Network Intel(R) Dual Band Wireless-AC 3165 v.19.51.27.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Kernel Debug Network Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter #2 v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Realtek PCIe GBE Family Controller v.10.9.422.2016
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IKEv2) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IPv6) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (L2TP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (Network Monitor) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPPOE) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (SSTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

 

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Adobe Employee ,
Feb 21, 2021 Feb 21, 2021

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Hi, 

 

Here is the latest driver for your card. 940MX

https://www.nvidia.com/Download/driverResults.aspx/170799/en-us

 

Sanjay

 

 

 

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Adobe Employee ,
Feb 21, 2021 Feb 21, 2021

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Hi @intrcvrt ,

 

You can update your NVIDIA GeForce GTX 1050 driver from https://www.nvidia.com/Download/driverResults.aspx/170344/en-us


That should fix the incompatibility issue.

 

Sanjay.

 

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New Here ,
Feb 28, 2021 Feb 28, 2021

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Hi @sanjaykr 

 

The following is my report. Would the same driver (https://www.nvidia.com/Download/driverResults.aspx/170344/en-us) also be the one I should use?

 

____________________________________________________________________________

System Components:

Operating System Windows v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Video Intel(R) UHD Graphics 630 v.25.20.100.6446
----------------------------------------------------------------------------
No conflicts to report.

Video NVIDIA GeForce GTX 1050 Ti v.25.21.14.2546
----------------------------------------------------------------------------
1. NVIDIA has identified a bug which causes random crashes in your Adobe application and has provided a fix in driver version 451.77. This driver update is strongly recommended.
URL: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html

Audio Intel(R) Display Audio v.10.26.0.3
----------------------------------------------------------------------------
No conflicts to report.

Audio Logitech Wireless Headset v.10.0.19041.789
----------------------------------------------------------------------------
No conflicts to report.

Audio NVIDIA Virtual Audio Device (Wave Extensible) (WDM) v.4.2.2.0
----------------------------------------------------------------------------
No conflicts to report.

Audio Realtek High Definition Audio v.6.0.8746.1
----------------------------------------------------------------------------
No conflicts to report.

Network Bluetooth Device (Personal Area Network) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Intel(R) Wireless-AC 9560 160MHz v.22.0.0.6
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Kernel Debug Network Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter #2 v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Realtek PCIe GBE Family Controller v.10.23.1003.2017
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IKEv2) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IPv6) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (L2TP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (Network Monitor) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPPOE) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (SSTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.


____________________________________________________________________________

Debug database settings:
assert.enabled: Current: true Default:

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Adobe Employee ,
Feb 28, 2021 Feb 28, 2021

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New Here ,
Mar 02, 2021 Mar 02, 2021

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@sanjaykr Thanks you for wanting to help out.

 

My system report suggestd a fix with driver version 451.77. However, when I attemtp to install this driver, I get an NVIDIA message saying driver not compatible with system. My Windows 10 is 64 bit. My Graphics Card is NVIDIA Quadro K2000M v.25.21.14.2678 (see below).

 

My Quadro K2000M is already on its 426.78 version.

 

Any other suggestions?

 

Thank you,

 

Javier

 

Operating System Windows v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Video NVIDIA Quadro K2000M v.25.21.14.2678
----------------------------------------------------------------------------
1. NVIDIA has identified a bug which causes random crashes in your Adobe application and has provided a fix in driver version 451.77. This driver update is strongly recommended.
URL: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html

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Adobe Employee ,
Mar 02, 2021 Mar 02, 2021

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Hi @terrajavier ,

 

You have the latest driver for this card, but since this card is a bit old, this is still detected as Incompatible. You can disable this via Preferences. You will continue to run as in the previous version of Ai. 

 

SCRPref.png

 

Sanjay.

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New Here ,
Mar 02, 2021 Mar 02, 2021

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@sanjaykr I've done that. Thank you Sir!

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Community Beginner ,
Feb 18, 2021 Feb 18, 2021

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Hello everyone! 

 

I have an Acer Aspire A515 laptop that I have been using Illustrator on for more than a year now. There were no issues all year long, until the recent week where I would get a pop-up during launch where the error message states that I have an unsupported video driver.

 

I tried to use the Intel driver and support assistant to check for any needed updates but there were none related to graphics. I am not a very techy person so I would greatly appreciate if anyone can shed some light on this issue. I can launch Photoshop just fine without this error popup. Does this means that I need a better graphics system (new laptop) to run Illustrator from now on? Thanks a lot in advance! Any help is appreciated. 

Unsupported video driver illustrator.PNG

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Community Beginner ,
Feb 20, 2021 Feb 20, 2021

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I have attached my System Compability report below if it is useful for diagnositcs. Thanks!

____________________________________________________________________________

System Components:

Operating System Windows v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Video Intel(R) HD Graphics 620 v.22.20.16.4815
----------------------------------------------------------------------------
1. The current version of your Intel display driver may cause performance and stability issues. It is strongly recommended that you update to driver version 100.8476 or later. Drivers are provided by Intel or your computer's manufacturer.
URL: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html

Video NVIDIA GeForce 940MX v.23.21.13.8873
----------------------------------------------------------------------------
1. NVIDIA has identified a bug which causes random crashes in your Adobe application and has provided a fix in driver version 451.77. This driver update is strongly recommended.
URL: https://helpx.adobe.com/illustrator/kb/illustrator-gpu-performance-driver-update.html

Audio Intel(R) Display Audio v.10.23.0.567
----------------------------------------------------------------------------
No conflicts to report.

Audio NVIDIA Virtual Audio Device (Wave Extensible) (WDM) v.3.70.2.0
----------------------------------------------------------------------------
No conflicts to report.

Audio Realtek High Definition Audio(SST) v.6.0.8907.1
----------------------------------------------------------------------------
No conflicts to report.

Audio Sound Drum Hands-Free AG Audio v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Audio Sound Drum Stereo v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Bluetooth Device (Personal Area Network) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Kernel Debug Network Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Microsoft Wi-Fi Direct Virtual Adapter #2 v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network Qualcomm Atheros QCA9377 Wireless Network Adapter v.12.0.0.722
----------------------------------------------------------------------------
No conflicts to report.

Network Realtek PCIe GBE Family Controller v.10.16.323.2017
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IKEv2) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (IPv6) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (L2TP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (Network Monitor) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPPOE) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (PPTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.

Network WAN Miniport (SSTP) v.10.0.19041.1
----------------------------------------------------------------------------
No conflicts to report.


____________________________________________________________________________

Debug database settings:
assert.enabled: Current: true Default:

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New Here ,
Mar 01, 2021 Mar 01, 2021

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Hi all,

I'm really hoping someone can help me with this as I am currently completely unable to use Illustrator and can't seem to be able to contact customer support.

After launching illustrator, this window comes up:

 

defaults6l5fhac6fv0_0-1614601206816.png

and the Illustrator window will not appear.

The only solution I've been able to find - after clicking the fix button - is to update the video driver settings in Illustrator, however,

defaults6l5fhac6fv0_1-1614601349863.png

as I mentioned I am unable to actually launch Illustrator so cannot update the settings from within the program!

I've tried restarting the Creative Cloud app, and also tried to restart my computer.. to no avail. I also tried to unistall the app and then reinstall, but am not able to do this due to a window that mentions unsaved/backed up changes. So I am quite stuck.

It seems I can't contact anyone from support as this button is dead

defaults6l5fhac6fv0_2-1614601528029.png

 



If you've experienced this before and found a fix, or you have any suggestions, please let me know, I would really appreciate it. 🙂


Lauren

 

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Adobe Community Professional ,
Mar 01, 2021 Mar 01, 2021

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There should be a button at the bottom of the compatibility report window titled 'Continue with known issues' or similar. Click it to disregard the message and launch Illustrator.

 

There should also be a button to export a text file of the compatibility report, which will contain details of your graphics card and the driver version that Illustrator thinks you should have.

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New Here ,
Mar 01, 2021 Mar 01, 2021

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Hi Doug,

Thanks for your reply.

I can't see a button at the bottom. 

defaults6l5fhac6fv0_0-1614602725671.png

Not possible to scroll within the report window at all or zoom out.

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Adobe Community Professional ,
Mar 01, 2021 Mar 01, 2021

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It appears to be slightly off-screen in that screenshot. Can you move the window?

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New Here ,
Mar 01, 2021 Mar 01, 2021

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No I can't move it, it's fixed in place against the bottom bar

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