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Horizonal Scroll Bar Sensitivity Issue Illustrator V 27.8.1 Windows 11

Community Beginner ,
Aug 25, 2023 Aug 25, 2023

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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.

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Community Beginner ,
Aug 25, 2023 Aug 25, 2023

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Adding that the vertical scroll bar also now has the same issue as the horizontal scroll bar. I figure one fix will fix both. The vertical issue doesn't bother me as much as the horizontal one because I use my mouse for scrolling vertically.

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Adobe Employee ,
Aug 25, 2023 Aug 25, 2023

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Hello @Satisfactory28211874znuo,

 

I understand your frustration with the sensitivity issue of the horizontal scroll bar in Adobe Illustrator version 27.8.1. The sudden change in behavior can indeed be quite disruptive to your workflow. Here are a few steps you can try to address this problem:

  • The sensitivity of the horizontal scroll wheel might be controlled by your Windows mouse settings. Try adjusting the settings to see if it helps. Steps are here: https://www.elevenforum.com/t/change-mouse-horizontal-scrolling-setting-in-windows-11.12444/#One.

  • It's worth investigating whether this issue is specific to version 27.8.1. If possible, you can try reverting to the previous version (27.7 or earlier) of Illustrator and see if the sensitivity behaves as expected there. This might help identify if the problem is indeed related to the new update.

 

If the issue persists, would you mind sharing a screen recording demonstrating the issue? It would be helpful for us to better understand the problem you're facing. Thanks!

 

Best regards,

Anshul Saini

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New Here ,
Aug 30, 2023 Aug 30, 2023

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I am experiencing the exact same issue and it's driving me crazy. Why would I need to adjust the sensitivity of my mouse? Nothing else has changed. This is an Illustrator issue - recent version - it just started happening after the update. I can't believe more people aren't reporting this.

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Adobe Employee ,
Sep 04, 2023 Sep 04, 2023

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Hello @JenR7713,

 

I appreciate you sharing your experience and confirming that you're encountering the same sensitivity issue with the horizontal scroll bar in Illustrator version 27.8.1. It's understandable that adjusting your mouse settings may not be a suitable solution for this problem, especially if it started after the recent update.

 

I tried at my end and checked with a couple of my colleagues, and we couldn't replicate the same behavior.

Would you mind providing details about the issue, your system setup, mouse make & model, a screenshot of the mouse setting, and a screen recording demonstrating the issue?

 

Additionally, you can also consider reverting to a previous version of Illustrator (if possible) as a temporary workaround until a fix is provided in a future update.

 

Thank you for bringing this to our attention, and I hope the issue gets resolved for you soon.

 

Best regards,

Anshul Saini

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Community Beginner ,
Feb 10, 2024 Feb 10, 2024

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Has there been a fix for this? It's very annoying. 

 

The previous version of illustrator moved the visible area to just the next adjacent part of the artboard. Now, clicking in the scroll bar moves the visible area to the extreme edge of your workspace. 

 

Why did you change this, Adobe?

 

 

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Adobe Employee ,
Feb 11, 2024 Feb 11, 2024

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Hello @kevinrobersonstudio,

 

Sorry to hear about your experience. Would you mind sharing some more details, like the exact version of the OS/Illustrator, system config (CPU/GPU/Memory), and a screen recording of the problem (https://community.adobe.com/t5/illustrator-discussions/screen-record-an-issue-on-windows-amp-macos-f...), so we can investigate this further?

 

Looking forward to hearing from you.

 

Thanks,

Anubhav

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Community Beginner ,
Feb 13, 2024 Feb 13, 2024

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Thanks for helping out. I'm using the lastest AI 2024 (28.2) and Mac Sonoma (14.3).

Before the latest Illustrator update, clicking on the scrollbar would move the artboard just to the left or right of the visible area. Now, clicking the scrollbar moves the artboard about 4 times further. Not useful. Makes you have to zoom back out and find your bearings. A few screen captures below to "illustrate" the issue. 

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Community Beginner ,
Feb 13, 2024 Feb 13, 2024

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adobe_1.png

adobe_2.png

adobe_3.png

   

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Contributor ,
Feb 13, 2024 Feb 13, 2024

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I sure hope someone figures this out because a very similar issue just popped up in my version 28.1 on Windows 10. I click on my artwork, then try to move my mouse OR pen and the horizontal scroll goes NUTS. It literally flies back and forth across the screen  as I move the pen/mouse over my Cintiq 22.

While the odd behavior happens I also get flickering of the display, so I thought maybe my GPU was going bad. But I did some checks and no problems were found. I also updated to the latest NVIDIA driver ( released today) with no luck. I tried looking for a new Wacom driver and according to them my driver is up to date.

I reverted BACK from version 28.2 recently because that version kept locking up my whole PC with the ony solution being a hard shutdown. Before the version 28.2 update, my Illustrator was working JUST fine. Now it is unusable!

I attached a video capture and a PDF of my system info.

Windows 10 PC ( Build 19045) Home version
16GB RAM

Intel i7-7700 CPU ( 3.6 GHz)

NVIDIA GeForce GTX 1070 GPU ( driver updated 2/13/2024)

Wacom Cintiq 22 pen display ( driver up tp date)

Illustrator v 28.1 currently installed. Had rolled back from version 28.1 due to severe crashing.

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Community Expert ,
Feb 14, 2024 Feb 14, 2024

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Does it work when the Wacom is not installed?

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Contributor ,
Feb 14, 2024 Feb 14, 2024

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I didn't fully uninstall the Wacom driver, but I did try stopping/starting the driver in the Services panel ( Wacom Professional Service). In the past Wacom had told me to do this if I experienced pen lag or other odd behavior. 

The Wacom driver was updated around  week before this problem suddenly appeared. I just ran a driver check in the the Wacom Center app and no issues were found. So I don't think this is a Wacom issue.  I think something in Illustrator is affecting the GPU- or maybe the GPU is actually  going  slowly bad. Last night I tried going into Preferences and disabling "GPU Performance" and the behavior stopped, but Illustrator slowed down a LOT.


I'd just like to see if there's some setting/etc. I can try before splashing out on a new GPU.

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Community Expert ,
Feb 14, 2024 Feb 14, 2024

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It sometimes takes a while to find issues with Wacom drivers after an update.

Beofre the issues appeared: did the new driver work smoothly?

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Contributor ,
Feb 14, 2024 Feb 14, 2024

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Yes it was working fine.  I did submit a ticket to Wacom Support too-just in case.

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Community Expert ,
Feb 14, 2024 Feb 14, 2024

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And in that timeframe from where you updated Wacom driver and when it stopped working: did you update Illustrator? Has there been a Windows update?

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Contributor ,
Feb 14, 2024 Feb 14, 2024

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I updated Illustrator to version 28.2 when it came out. But I had to go back to version 28.1 because version 28.2 kept locking up my PC to the point where I had to power off the PC to unlock it.  That happened shortly before the Wacom driver updated. 


After going back to Illustrator 28.1 Illustrator  was working fine for a good two weeks until suddenly things went nuts.  Windows did not make an update during this whole time period. I though MAYBE an update was coming this AM because the PC was acting slow-just like it always does when Windows is updating. But that wasn't the case.

A scan for viruses and malware returned no results. I did have an incident last summer where some kind of malware got past my security apps. The only way I could get rid of it was to format the hard drive and do a clean install of Windows 10.  I HOPE that's not needed again.

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Adobe Employee ,
Feb 15, 2024 Feb 15, 2024

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Hello @mjmdvm,

Sorry to hear about this experience. Would you mind performing a clean reinstallation of the GPU drivers (Intel / NVIDIA / AMD) and setting the Graphics Preference to High-Performance for Illustrator (https://adobe.ly/3SGlMJt) and checking if it helps?

Also, try manually resetting Illustrator's preferences and checking if it helps:

For Windows

- Close all Adobe applications.

- Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe

- Rename Adobe Illustrator and Adobe Illustrator 28 Settings folders to Adobe Illustrator.old and Adobe Illustrator - 28 Settings.old

- Relaunch Illustrator from Creative Cloud

 

Disclaimer: Please note that renaming preferences folders will remove all the custom settings, and Illustrator will launch with default settings. You can also save a backup of the folders in case you want to. The location is mentioned above.


Additionally, try performing a clean reinstallation of the Wacom drivers (https://adobe.ly/3SJf0CG) and share your observations.

Looking forward to hearing from your.

Thanks,
Anubhav

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Contributor ,
Feb 15, 2024 Feb 15, 2024

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Thanks for the reply. Sadly I did all of those things and NONE of it worked. I also tried the following:

1. Replaced the NVIDIA Game Driver with the Studio one- no improvement and lead to significant drop in PC performance.
2. Removed third party plug ins- no improvement. Slowed down the PC even more.

3. Started Windows in Safe Mode- VERY long boot times. Also took Illustrator a long time to load. I could use the program without the odd behavior with just my mouse. I could NOT use the Cintiq as the drivers were disabled. I tried to start them manually via the Services app and Windows would not allow it.

The ONLY thing that "works" is to Reinstall the NVIDIA Game Driver and disable "GPU Performance" in Illustrator ( Preferences-> Performance). The PC is much happier and Illustrator is slower than usual, BUT at least I can work without the artwork flying all over the place when I use the pen.  

IMO this HAS to be an Illustrator issue as Photoshop works fine with the Wacom device. Also I've not had any problems with my 3D art apps. I can even use the Cintiq and pen as a mouse to navigate my desktop, Acrobat, Word and OneNote, etc.

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Adobe Employee ,
Feb 15, 2024 Feb 15, 2024

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Hello @mjmdvm,

Thanks for sharing the details. Would you mind trying to run Illustrator under Safe Mode (Windows / macOS) and checking if it helps? Also, try running Illustrator under a different administrator account (Windows / macOS) and share your observations.

If the problem persists, we may need to troubleshoot this in a live session. Please head here (https://adobe.ly/3wjTpta) and select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way.

 

Thanks,

Anubhav

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Contributor ,
Feb 16, 2024 Feb 16, 2024

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I did try running Illustrator in Safe Mode. The  behavior was gone. BUT I could not use the Wacom device because the driver was disabled and couldn't be started manually.

I really don't want to start messing about with creating new Admin accounts. Besides if this WAS account related wouldn't other apps be affected? It's only an issue with Illustrator. My Office apps and everything else work just fine.

BTW: Wacom looked over my driver and performance logs I sent and found no issues.  I'll think about doing the live session when my schedule permits. Thanks again for your help.

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Explorer ,
Mar 01, 2024 Mar 01, 2024

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Exact same issue - also happen to be using a Wacom (Bamboo Pen & Tocuh in my case).
Driver is up-to-date.
Windows 11.

This issue started appearing a few weeks ago and I have tried all the mentioned remedies here - nothing has fixed this so far. I now try avoiding the scrollbars altogether, but it's hard since it's in my muscle memory from other applications.

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Adobe Employee ,
Mar 01, 2024 Mar 01, 2024

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Hello @nadworks-cb,

 

I understand how frustrating it must be to encounter this issue with the horizontal scroll bar sensitivity in Illustrator, especially when it disrupts your workflow. It's concerning to hear that you've tried various remedies without success despite having an up-to-date Wacom driver and running Windows 11.

 

Given that this problem started appearing recently, it's worth exploring some additional troubleshooting steps. Here are a few suggestions you can try:

  • Consider installing an older version of Illustrator to see if the issue persists. This can help determine if the problem is specific to the current version of the software.
  • If the problem persists with the older version of Illustrator, like v27.3, try installing an older version of the Wacom driver as well. Sometimes, compatibility issues between software and drivers can cause unexpected behavior.
  • Close any unnecessary background applications or processes that might be running on your system. Sometimes, conflicting applications can interfere with Illustrator's performance.
  • Try running Illustrator in System Safe Mode to see if the issue persists. Safe Mode disables non-essential system processes and services, helping to identify if any third-party software is causing the problem.

By systematically troubleshooting these potential causes, we can hopefully identify and resolve the issue affecting the sensitivity of the horizontal scroll bar in Illustrator.

If you have any further questions or need assistance with these steps, please feel free to ask. We're here to help you get back to a smooth and productive workflow.

 

Best regards,

Anshul Saini

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Contributor ,
Mar 02, 2024 Mar 02, 2024

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Just FYI: I had a live debug session with Adobe on 2/26/24. The temporary fix given was to uncheck "Enable Wacom" in the Devices Panel of Preferences while enabling GPU Performance in the Performance panel. It did stop the wild scrolling but I'm getting a lot of artifacts in my line work when scrolling.  A LOT of data was collected and I was told a fix would be coming. The technicians from Adobe also confirmed that my NVIDIA GPU was working normally.

As a test, I tried to see if the recent update from a few days ago fixed the issue.. It did not. Once again, Wacom also did a deep dive into the driver log and other data from my set up and found no issues.

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Adobe Employee ,
Mar 06, 2024 Mar 06, 2024

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Thank you for sharing your experience with us regarding the live debug session and the temporary fix provided to address the scrolling issue, @mjmdvm. It's unfortunate to hear that you're still encountering artifacts in your line work despite the workaround.

 

To further assist you and ensure that the issue is properly addressed, would you mind sharing the case number associated with your live debug session? Additionally, if you have the names of any debugging team members who assisted you during the session, please provide those as well.

 

Feel free to send this information via direct message (DM), and I'll follow up with our team to check on the status of your case and ensure that any necessary actions are taken to resolve the artifacts issue.

 

Thank you for your cooperation, and I appreciate your patience as we work to resolve this matter.

 

Best regards,

Anshul Saini

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Contributor ,
Mar 07, 2024 Mar 07, 2024

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

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