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Illustrator 2020 won't let me use the touch screen on Windows 10

New Here ,
Nov 28, 2019 Nov 28, 2019

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I'm sure there's a simple fix somewhere but I'm not sure what I'm doing wrong.

I'm using a Dell laptop with a touch screen and I'm trying to use my fingers to draw with a brush and nothing happens, I can't even zoom in or out by pinching the screen. This is really strange as I have made drawings before with finger painting and had no problems. The most I can do is tap the screen and a dot will appear from the brush but it will not let me drag. My touch screen works normally everywhere else, even Photoshop.

 

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correct answers 2 Correct answers

Adobe Employee , Dec 03, 2019 Dec 03, 2019

Thanks for sharing the details, Anatoly.  A similar issue was reported in previous release but nothing similar to this has been reported in this update. Try following below-mentioned steps and share your observations:

...

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Explorer , Dec 11, 2021 Dec 11, 2021

Disabling and re-enabling my touch screen driver worked per this other thread.

 

https://community.adobe.com/t5/illustrator-discussions/touch-gestures-not-working-in-illustrator-on-windows-system/m-p/11575106

 

Device Manager > Human Interface Devices > HID-Compliant-Touch Screen

Using a Mouse, Right-click on the HID-Compliant-Touch screen and choose "Disable Device

Right-click again and choose "Enable Device"

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Adobe Employee ,
Nov 29, 2019 Nov 29, 2019

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Hi Anatoly,

 

Sorry to hear about the trouble you are facing with Illustrator. I would request that if you can share a few more details like:

  • OS and version of Illustrator
  • Does the Brush tool work fine when used with mouse?
  • Are you using Touch workspace or Typography?
  • Is the issue related to a specific document(s)/asset(s)? If yes, could you please share the document(s)/asset(s) with us? You can upload it to the creative cloud and share the download link. 

 

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

 

Regards,

Srishti

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New Here ,
Nov 30, 2019 Nov 30, 2019

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Hi Srishti,

 

Here are the answers to your questions:

  • I am using a Dell running Windows with Illustrator version 10 23.0.6 (64-bit)
  • Brush tool has no problems with the mouse and touchpad
  • Whether I am in Touch Workspace or not, the same issue persists
  • It is not associated with one document, I cannot use the touch screen in any new Illustrator document I open, except for old documents where I have drawn with the touch screen before. This makes me think it is related to the version of Illustrator or an update that occurred in between?

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Adobe Employee ,
Dec 03, 2019 Dec 03, 2019

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Thanks for sharing the details, Anatoly.  A similar issue was reported in previous release but nothing similar to this has been reported in this update. Try following below-mentioned steps and share your observations:

  • Update Illustrator to the latest version 24.0.1.
  • If that doesn't help, try resetting preferences for Illustrator: https://helpx.adobe.com/illustrator/using/setting-preferences.html#setting_illustrator_preferences 
    Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article
  • Update Graphic Card driver.
  • If nothing works, please head here (https://helpx.adobe.com/support.html) for a live troubleshooting session. Select the chat button in the lower-right corner of the page. We can help troubleshoot faster that way. 

 

Thanks!

 

 

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Explorer ,
Dec 11, 2021 Dec 11, 2021

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Disabling and re-enabling my touch screen driver worked per this other thread.

 

https://community.adobe.com/t5/illustrator-discussions/touch-gestures-not-working-in-illustrator-on-...

 

Device Manager > Human Interface Devices > HID-Compliant-Touch Screen

Using a Mouse, Right-click on the HID-Compliant-Touch screen and choose "Disable Device

Right-click again and choose "Enable Device"

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