Illustrator 27.7 Mouse wheel scroll causes lockup/crash/freeze

[jdav7]

Had just updated to Illustrator 27.7  Opened a drawing. Scrolling the mouse wheel up and down would cause Illustrator to freeze.  Not responding, had to force Illustrator to close.This is repeatable every time.

Found that selecting "View/Preview on CPU" (ctrl E)  fixed the crashing.  (This is the second line down on the View Menu on the top bar.)

Changed it back to ""View/GPU Preview", and sure enough, scrolling the mouse wheel crashed Illustrator almost immediately.  Changed it to "Preview on CPU", and it is fine again.

Maybe this will help someone who also is fighting this problem...  Or let them find out why this bug is happening...

[Monika Gause]

I can't reproduce this. Please tell us which graphic card, hardware and mouse this is.

If it's an Apple Mouse or something Wacom, please try a different device.

[jdav7]

Hi Monika,

Dell Precision 5810 computer  Intel(R) Xeon(R) CPU E5-1620 v3 @ 3.50GHz

16.0 GB RAM

64-bit

Edition Windows 10 Enterprise
Version 22H2
Experience Windows Feature Experience Pack 120.2212.4190.0

NVIDIA Quadro M2000 graphics card

Logitech M310 mouse

[Monika Gause]

WHat kind of driver is installed for the graphic card? A Gaming driver?

[jdav7]

Under Display Adapters in Device Manager there are two items:

NVIDIA Quadro M2000 ver 23.21.13.8508

RealVNC Mirror Driver ver 1.8.0.0

I do have a 3 monitor setup.

After using Illustrator for a while yesterday, I did find that turning off GPU Performance in Preferences/Performance greatly helped the crash issue when scrolling the mouse wheel, but it did not eliminate the problem completely.  I even set the Mouse scroll to 1 line in the Windows/Control Panel/Mouse Properties, but it did not change it locking up.

I am going to try a different mouse to see if that changes anything.

[jdav7]

I swapped out the Logitech keyboard and mouse.  Thought I fixed it for a while, but the crash occurred again, even after turning off GPU Performance in Preferences/Performance. 

I did notice that several of the tool windows were locked up on my task bar at the bottom. (screen shot attached)  You can see the drawing and 5 of the tool windows are froze. Maybe that is a clue?   I'm not sure why they showed up down there since I was only scrolling on the drawing when the crash happened.

[Monika Gause]

Maybe the 3 monitors play a role in this. You can have Customer Care take a look at it. Contact them via https://helpx.adobe.com/contact.html 

[Anubhav M]

Hello @jdav7,

We understand how frustrating it can be to experience crashes. I hope the suggestions shared by Monika helped resolve the problem. If not, kindly try performing a clean reinstallation of the GPU drivers (Intel / NVIDIA / AMD) and setting the Graphics Preference to High-Performance for Illustrator (https://www.amd.com/en/support/kb/faq/gpu-110) and check if it helps.

Also, kindly try the steps in this help article (https://helpx.adobe.com/illustrator/kb/fix-crash-on-launch-issues.html) and let us know your observations. If the problem persists, kindly share the crash report using the steps in this article (https://helpx.adobe.com/illustrator/kb/crash-next-steps.html) and use the same email account as your community account for quick tracking. We appreciate your time and efforts in resolving this issue.

Looking forward to your response.

Thanks,
Anubhav

[jdav7]

Hi Anubhav,

I updated the graphics driver from v385.08 to 536.25.  I also set the graphics setting to have Illustrator on "High Performance".  These changes did not fix the freeze up issue.

All I have to do to get it to freeze is to Open Illustrator, open any *.ai file, scroll the mouse wheel down or up.  The file will move up or down just fine for a few scrolls, then it just stops and freezes.  I have the mouse setting set to one line per scroll, so I don't think it is getting too many commands from the mouse.  I have also tries different mice, cordless and corded.  No difference.  I also tried simple files and complex files, but the number of elements to draw on the screen does not matter.  It will freeze with just on box drawn on the screen.

When Illustrator does this, it just freezes.  No adobe crash report report screen or anything.  The screen just lightens up and it says "not responding" in the top left corner. (screenshot attached freeze).

One thing to note: I do get an extra tab (or tabs) on the taskbar that shows up.  It looks to be one of the Illustrator tool windows.  (screenshot attached freeze2)  This time it was the "Navigation" tool window.  The windows that show up in the taskbar do vary each time Illustrator freezes.  I have also seen stroke, appearance, transform, etc. make a tab on the taskbar when Illustrator freezes.

When it is froze, I can minimize and maximize it, but that's it.  I have to click the X in the upper right corner to close Illustrator.  It them says this: (screenshot attached freeze3).  If I choose "close", it closes and wants to send a report to Microsoft.  If I choose "wait for the program to respond"  it never responds.  I have waited hours and it did not respond.

[stephanp35964275]

We have a Illustrator user with the exact same issue. 

Already tried updating the graphical drivers, reinstalling Illustrator, changing the mouse to a different type.

Also turning off GPU in preferences does not make a big difference. 
We are already in contact with Adobe Support, but so far it is not resolved.

So we are also looking forward to find a solution as well.

[jdav7]

Sorry to hear someone else is having the same trouble.  I'm still having the same issue, but here may be a work partial work around.  It may also be a clue for those who are looking into fixing this.

In Preferences/General, I turned on Zoom with Mouse Wheel.  Now the mouse wheel will zoom in and out.  Holding Shift and using the mouse wheel pages up and down.  Ctrl and mouse wheel scrolls left and right.  Illustrator now does not freeze when using the mouse wheel while on the work space.  Though note in this mode that I have had Alt + mouse wheel freeze Illustrator when scrolling, but it is less often.  Also, if you happen to scroll all the way to the edge of the work space (the grey area), Illustrator freezes.

 As long as your scrolling stays inside the workspace and not using Alt + scroll, Illustrator is happy.  Note that I still have the GPU performance disabled in Preferences/Performance for this to work.

Funny that when I start Illustrator after a freeze, and the file I was working on had changes, Illustrator pops up a window saying it recovered from a crash.  Too bad it can't tell us what caused the crash...

Also note that I just installed the latest Photoshop, and the mouse wheel works fine on it right out of the gate...

[jameyc36632823]

I have an issue as well and it is ONLY in the last week when illustrator updated. I was a few patches old prior to that and did not have the issue. It's not just scrolling that does it. I can just cut something (ctrl-x) and it freezes up illustrator. Or delete something in illustrator. Small art or even just a date in text. Freeses up illustrator. It's only been since end of last week (Thursday/Friday).

First I tried a clean install of graphics drivers (used DDU to completely remove GeForce drivers). Then I used a windows registry cleaner. Those to things changed nothing, illustrator still freezes up. Sometime after 5-10 minutes. Sometimes almost right away.  Next I tried using Creative Cloud repair tool and completely removed ALL of adobe products and ran the repair/cleaner. Restarted windows, and then reinstalled everything adobe again. Same thing, illustrator still freezes.

Desparate, I wiped the entire C: drive, reinstalled Win 11 from scratch, then just drivers and illustrator... worked for a couple hours but then froze up when scrolling.   I have zero issues with any other adobe product crashing (mostly Other than illustrator mainly, I also use photoshop and acrobat). I also have no other issues with any other software. Only illustrator is often and regularly hanging (just stops working and spinning cursor).

I have removed illustrator and reinstalled a version two older hoping that MAYBE this is something introduced in the most recent patch or two. I'm running 27.5 now and it has not froze up for a few hours. Fingers crossed.

I have a i9-12900k cpu on a solid Asus ROG Strix MoBo and 64 gb of RAM that is on their QVL list. Paired with an MSI 3090 nVidia GPU (a freaking monster) with a Platium Plus 1000w Corsair power supply (HX1000). I spair no expense when I build my systems for work or play. And like I said, this PC works excellent doing everything else. Only illustrator is hanging and it all started w/ the most recent update. I should ahve realized it before going through all the trouble I did and reverted to an older version... but only time will tell if that is really the problem.

I'll update this thread as I work in illustrator in the coming days.

[jdav7]

All,

Do you use the CAD Tools plug-in from Hot Door?  They just sent me an update patch.  I installed it (now CADtools 13.2.3).  It seems to have fixed all the issues I have been having with Illustrator freezing when scrolling.

I can now scroll normally and even have GPU Performane turned on. 

[jameyc36632823]

Yes. I use the CAD Tools plug-in and saw that notice this morning for a new patch AND that it fixes scroll issues.

I may hold off installing newest version of illustrator for a bit longer OR the new CAD Tools patch. But there is certainly a good chance that you and I (jdav7) were experiencing the same issues for the same reasons. Though cut (ctrl-x) and delete (del) were issues I thought I was having... I suspect that each time I did those things, I then scrolled immediately after.

It's nice to know that this might be the fix for the issue. BUT that sucked that I had to deal with that for 2/3 work days. I lost a lot of production time.

For the record. I have continued to use illustrator 27.5 (64-bit) and CADTools 13.2.2 without any freezing.

[ChiunHeng272177470bw6 · Accepted solution]

Oh my GOOOOOD!!!! You saved my life bro thank you soo much!! Change to CPU view really solve the issue!!

My Adobe is 28.7.1(64bit)

I will also freeze when scrolling or zooming, but drawing won't have hany freeze,

my computer is:


Device name DESKTOP-0J8Q1QK
Processor 13th Gen Intel(R) Core(TM) i5-13600K 3.50 GHz
Installed RAM 32.0 GB (31.7 GB usable)
Device ID 9CD86B68-FF37-477A-B335-C252D5315302
Product ID 00342-22119-80983-AAOEM
System type 64-bit operating system, x64-based processor
Pen and touch No pen or touch input is available for this display