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determined_Echo16B8
determined_Echo16B8
Participating Frequently
November 22, 2021
Question

InDesign: severe screen anomalies, unable to find chat or phone support

  • November 22, 2021
  • 4 replies
  • 930 views

I have logged the issue the Bug Report forum indesign[dot]uservoice[dot]com under: 

"Black horizontal lines appear on screen when scrolling"

 

I appear to not be alone in the problem. The problem is getting progressively worse, and I need to speak with support. However, I only get the option of Forums" in the support page - the phone and chat options provide no info/link. How to I get in touch?

This topic has been closed for replies.

4 replies

P
printlives
Inspiring
November 24, 2021

I'm having somewhat similar issues with solid color areas randomly appearing on the screen.  They aren't really there, just screen glitches, and if I scroll away and back they will disappear, but are quite annoying and happening frequently.

 

Not 100% sure what started the issue because I upgraded both Indesign to 2022 and my OS to Monterrey, and they are happening on both a brand new M1 iMac, and a 2018 MacBook Pro that I just updated.

 

 

Mike Witherell
Community Expert
Mike WitherellCommunity Expert
Community Expert
November 22, 2021

I clicked around in the Help of the Adobe Creative Cloud app and found this:

More contact options
Call us
800-833-6687
Monday–Friday, 24 hours a day
 
Of course, this forum is a better choice. There are some very smart people here!
Mike Witherell
    determined_Echo16B8
    determined_Echo16B8Author
    Participating Frequently
    November 23, 2021

    Thanks for that info Mike. Happy Thxgvn!

    rob day
    Community Expert
    rob dayCommunity Expert
    Community Expert
    November 22, 2021

    You could try deleting your Caches folder and if that doesn’t work, delete preferences, on OSX it’s:

     

    Startup⁩ ▸ ⁨Users⁩ ▸ ⁨username ▸ ⁨Library⁩ ▸ ⁨Caches⁩ ▸ ⁨Adobe InDesign⁩ ▸ ⁨Version X.0⁩

    Startup⁩ ▸ ⁨Users⁩ ▸ ⁨username ▸ ⁨Library⁩ ▸ ⁨⁨Preferences ▸ ⁨Adobe InDesign⁩ ▸ ⁨Version X.0⁩

     

    What version of InDesign? Do the lines print?

    determined_Echo16B8
    determined_Echo16B8Author
    Participating Frequently
    November 22, 2021

    InD v17.01

    They do not print, this is just a screen re-paint issue.

     

    Screenshot examples, both shown are with GPU enabled in prefs

     

    Without GPU performance enabled, lots of erratic scrolling and preview weirdness that is difficult to capture in screenshots.

     

    Will delete caches and report back

    determined_Echo16B8
    determined_Echo16B8Author
    Participating Frequently
    November 22, 2021

    I'd also like to know why Adobe is not offering chat or phone support options. That is allegedly par tof the CC subscription. I've been a paying customer of Adobe products since 1987. I rarely if ever call  - I'm used to lifting the hood and rolling up the sleeves. As previously mentioned, there are others experiencing the same issue. Clearly a significant bug in need of a fix. 

    rob day
    Community Expert
    rob dayCommunity Expert
    Community Expert
    November 22, 2021

    Have you tried turning off GPU Performance in Preferences?

    determined_Echo16B8
    determined_Echo16B8Author
    Participating Frequently
    November 22, 2021

    Yes, It introduced other screen problems, and the re-draw is horribly laggy.

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