Horizonal Scroll Bar Sensitivity Issue Illustrator V 27.8.1 Windows 11

[Satisfactory28211874znuo]

I just did the update 27.8.1 for my Illustrator 2 days ago and now, when I click a space on my horizontal scroll wheel to the right or left of the location marker, it goes all the way to that place in the entire Art space (which is fairly large, and I don't mean just my Art Board), instead of the approximate 2/3 window space proportional to my current zoom percentage that it had been doing.

This is especially a problem when I am zoomed into my work and I click to the side like I usually do expecting to move just a little to the side, and I am now way off my art board and have to either hit Ctrl0 or zoom out to find where my art is again. For years, I was used to knowing exactly how much Illustrator would scroll to one side no matter where on the horizonal scroll wheel I clicked. Now I feel like it's way to sensitive and knows no bounds. 

I know this is a small issue and I could just click the scroll marker and drag it to where I want to be on my artboard or click the arrows to either side of the scroll bar instead, but it is hard to break the habit I've had for over a decade of using this program that I keep doing by muscle memory and getting frustrated every time.

I have not been able to find a UI setting fix for this on my own or through searching forums. Is anyone else having this problem recently or know a fix? Thanks.

[mjmdvm]

Unfortunately I never got a case number. We had some difficulty making the connection and it got lost in the shuffle.

[Anshul_Saini]

I understand the situation. If you didn't receive a case number, that's okay. Can you provide me with any details about the Adobe representative you were in contact with during the live debug session? Even a description of the person's name might help me track down the relevant information.

Once I have more details, I'll do my best to assist you further.

Regards,

Anshul Saini

[mjmdvm]

I appreciate the effort, but I don't have the information anymore. Sorry

[Anshul_Saini]

I appreciate your efforts in trying to resolve the scrolling issue with Adobe Illustrator, and I understand the frustration you're experiencing with the artifacts in your line work despite the temporary fix provided during the live debug session.

Since you mentioned that the scrolling problem persisted even after the recent update, it might be worth considering a few additional troubleshooting steps. First, you could try installing an older version of the Wacom driver that was stable before this issue started occurring. Sometimes, compatibility issues between software updates and drivers can cause unexpected behavior.

If installing an older Wacom driver doesn't resolve the problem, you could also consider using an older version of Illustrator that didn't exhibit this issue until a permanent solution is provided. This way, you can continue your work without being interrupted by the scrolling sensitivity problem.

Additionally, if you're using any Windows, panel, or desktop management tools, try closing them to see if they might be interfering with Illustrator's performance.

I hope these suggestions help alleviate the issues you're facing, and I apologize for any inconvenience this situation may have caused. Please don't hesitate to reach out if you have any further questions or need assistance.

Best regards,

Anshul Saini

[Joan29111648tlsz]

I have the exact same issue as of today. I updated Illustrator to 28.4.1 last night, and today clicking on the scroll bar with the wacom pen makes it goes nuts. The window leaps across to the side, losing my artboard completely, then Image flies backwards and forwards, and flickers. Escape does nothing. If that doesn't happen, Illustrator just locks up and I have to right click on the icon and close it that way.
The previous version (27.8)  is still on my PC and has no issues at all, so this is the new version that has caused the problem.
I do not have the option of creating new user accounts, or messing with drivers. That's all done by the IT department. This issue is clearly caused by Adobe's  recent update. You've wasted hours of my time today trying to work through it. I'm now abandoning  28.4 and will be sticking with 27.8.

[Anshul_Saini]

Hi @Joan29111648tlsz,

I'm sorry to hear about the ongoing scrolling issue you're experiencing with Illustrator 28.4.1. It indeed sounds frustrating, especially after updating. To further investigate, could you please share the make and model of your Wacom device, pen model, and the version of the Wacom driver you're using? Additionally, if you're able to provide a screen recording demonstrating the problem, it would be very helpful for our team to better understand and address the issue.

Thank you for your cooperation, and I apologize for any inconvenience this may have caused.

Best regards,

Anshul Saini

[Joan29111648tlsz]

Hi,

It's a Wacom Intuos Pro Paper edition, used with the pen that came with it. Driver version 3.8.10.59, which was installed last year after numerous issues with Illustrator crashing. This was the only driver that would work, and even with this, I have to make certain that the files I'm working on are locally saved and not on One Drive. At the moment, Illustrator 2023 works fine, but not 2024.
I cannot easily make a video of the behaviour. This is a work computer with the ability to make screen-recordings disabled.
I can try to take a video with my phone, but it will be a tad awkward to hold the phone at the same time as using the pen. I also don't know if the office phones even support emailing videos. I'll try.

Regards,
Joan Lightning

P.J. Lightning BA(hons) PcIfA
Geomatics Technician
Albion Archaeology
St. Mary's Church
St. Mary's Street
Bedford
MK42 0AS

Tel:
0300 300 6881
07356 126497

Joan.Lightning@centralbedfordshire.gov.uk
pj.lightning@albion-arch.com


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[Joan29111648tlsz]

As I feared, I cannot send you the image from my phone. The video is too large to attach to email, all video editing is blocked on this computer, and our  OneDrive options don’t allow sharing the file outside the company.
Sorry, but no can do.

Today, when I tried Illustrator 2024, with the Wacom pen and tablet, the program locked up as soon as the mouse icon clicked on the bottom scroll bar. The artboard leapt out of sight and then everything became unresponsive. The menu was unresponsive, keyboard shortcuts did nothing, and to close the program I had to go to the icon on the taskbar and close it there. The exact same file in Illustrator 2023 works fine. No issues.
As I am currently working on figures for a publication, it’s very good thing that the old version of Illustrator remained on my computer when the new one installed.
I can file a help request and ask IT if there’s a way to send it, but I may not get a quick reply. They’re always busy.

Joan Lightning

[Joan29111648tlsz]

Question, given that issues with Wacom are a regular occurance with Adobe Illustrator, is there a tablet that Illustrator works with WITHOUT issues every other update?

[mjmdvm]

The problem isn't Wacom. They did a deep dive into my PC and found no issues. It's Adobe. Still wating on a fix after their own deep dive and live session . Until then I "fixed it" by going into Preferences->Performance-> untick "GPU performance "

[Joan29111648tlsz]

I know it's Adobe. I had very similar problems with 2023 for a while. We had to find just the right driver to get it working. I just can't understand why Adobe are so slapdash about compatibility with Wacom.
I'll try turning off GPU performance and see if it works, but if not I'll have to stick with Illustrator 2023 which is not ideal when our IT policy is clear that we're supposed to stay up to date at all times.

[Joan29111648tlsz]

OK turning off GPU performance seems to work. Thankd for the tip.

[mjmdvm]

You're welcome. Glad it's helping. 🙂

[Joan29111648tlsz]

Actually, it was the graphics card driver that we had driver issues with when used with Wacom and Adobe. I misremembered. Previous time was fixed by a different graphics driver for the graphics card.. Turning off GPU performance in Illustrator has made the issue go away. That's not the same as fixed, however.

[mjmdvm]

True, but experience has taught me that one can grow old waiting for Adobe to formally fix something. 🙂 At least there's a Band Aid to make things usable until then.

[kevinrobersonstudio]

Another data point to add:
I don't use a Wacom but I use an Apple Magic Mouse and an app called Better Touch which allows the mouse to act like a trackpad with similar gestures. With the Better Touch app ON, clicking the scroll bar takes you way far away from the artboard as mentioned above. I just tried Better Touch OFF, and the scroll bar is acting normally. So in my case, it seems like there is an issue with the BT app. It was working fine with the previous version of Illustrator though. For like the past 7 years. 

[Joan29111648tlsz]

Same issue. I've found no fix. Dragging the scroll marker is the only way to control it and it's not easy to move it a tiny distance.

[Joan29111648tlsz]

I was replying to the issue with the scroll bar sending the page leaping out of sight when you click on it. The other issue was sorted by unchecking the enable wacom setting, but the scroll bar issue remains.

[mjmdvm · Accepted solution]

The only thing that's corrected the wild scroll bar behvaior for me is to turn off GPU Performance (  Preferences->Performance-> untick "GPU performance "). STILL waiting on the results of a live session.

[Joan29111648tlsz]

The really wild behaviour, where it won't stop leaping backwards and forwards with the curser, was fixed by disabling the wacom. Disabling the GPU performance does seem to calm this other scroll issue as well, but the GPU performance is a bit necessary with large files, isn't it?

[mjmdvm]

No, I've had no problems with disabling GPU performance. I DO get issues if I disable Wacom-probably because I use a Cintiq 22.

[Bunnkey]

Oh God! Thank you! You beautiful lifesaver!! I've been struggling with this after finally deciding to upgrade from CS6 to CC! I was ready to brave the new UI and learning curve, but the scrollbar speed was a the deal breaker. I cannot thank you enough, you saved me!

[mjmdvm]

No problem! I'm glad it worked for you! 

[WhySoBad]

It isn't fixed yet. It is also in the most recent one. Plus I have the issue now that even when I let the scrollbar go the cursor "sticks" to the scrollbar. I can move the cursor but that also scrolls and together with the scrolling being nuts and the little arrows almost crashing illustrator it has become borderline unusable imo. Sad that I have to absolutely use it.

[mjmdvm]

Did you try turing off GPU performance? It's still working for me even with the latest version.  (  Preferences->Performance-> untick "GPU performance ").

I'm STILL waiting for the results of a long live session with Adobe aimed at fixing this. SO don't hold your breath fort a fix.