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sheilas44873036
Participant
October 21, 2019
Answered

Illustrator art-board moving right on macOS Mojave version 10.14.6

  • October 21, 2019
  • 2 replies
  • 2412 views

Hi there!

I'm having a bit of a dilemma with some my Creative Cloud programs. 

The screen appears to be panning sideways by itself and I have no idea how to make it stop. The only way it seems to stop panning is when I place the cursor over menu items. Once the cursor is in the canvas area it will start panning again.

I've checked if it's an external device issue (like my mouse and keyboard) and it doesn't seem to be the case. I turned off my mouse and keyboard and the canvas area will still pan on its own. I even restarted my programs and restarted my computer, the issue is still happening. I first noticed this happening in Illustrator when I openied an AI file today from a flash drive. Nothing particularly different about the file. Now even new documents have the same problem. I then checked Photoshop and InDesign, it started happening too. 

I attached a quick screen capture of what I'm describing. It's literally happening without input from my mouse or keyboard. I'm not scrolling or anything. Switching tools doesn't seem to do anything either. 

Any way I can fix this?

 

Update 1: Tried uninstalling all of my Creative Cloud apps and re-installing older versions. Still getting weird panning motion. 

 

{Renamed By MOD}

This topic has been closed for replies.
Correct answer sheilas44873036

Do let us know if the re-installation helps. If the problem persists, we may need to check this further at your machine level. You can reach out to us via phone or chat here: http://helpx.adobe.com/contact.html . One of our experts can hop on a remote session to troubleshoot this further.

 

Regards

Rishabh


Hello again,

I've managed to alleviate the problem. 

I've reinstalled Creative Cloud and it appears the strange panning motion is finally gone. I am also using older versions of Photoshop, Illustrator and InDesign.

2 replies

Rishabh_Tiwari
Rishabh_Tiwari
Legend
October 21, 2019

Hi Sheila,

 

We're so sorry to hear this, that's definitely not what should be happening. I would request if you can share a few more details like:

 

  1. Operting System and its exact version.
  2. Please check a non Adobe applications for example Excel and Word and see if they are working fine.
  3. Do you have any other external devices connected to your computer? For example Wacom Tablet.
  4. When did this start happening? Are there any recent changes made to your system? For example, any antivirus, system updates or web extensions installed recently.

 

Regards

Rishabh

S
sheilas44873036Author
Participant
October 22, 2019

1. I'm on a Mac running Mojave version 10.14.6

2. I checked the office software that comes on the Mac (I don't have Word) and they are working just fine. 

3. The devices I typically have connected are the standard wireless Apple keyboard and an external (non-Apple) wireless mouse. Other than that, I have an external hard drive connected and the occassional flash drive. I checked to see if it was my mouse that was the issue and it happened with the standard Apple mouse and even turned off. The issue will still continue even when the keyboard is off as well. 

4. This started happening when I opened an AI file from a flash drive. The file itself didn't appear to have anything out of the ordinary about it. 

It doesn't appear to be web extensions since I haven't downloaded anything new recently. At the time it happened, my Creative Cloud apps were at their latest versions. I uninstalled Illustrator, Photoshop and InDesign while restarting my computer. Even tried using older versions. The problem still persists. 

I also considered that the flash drive could be the problem, but my colleague's computers don't have this issue and they have been using the flash drive consistentally. 

 

I'm currently in the process of reinstalling Creative Cloud entirely and seeing if that does anything. 

S
sheilas44873036AuthorCorrect answer
Participant
October 23, 2019

Do let us know if the re-installation helps. If the problem persists, we may need to check this further at your machine level. You can reach out to us via phone or chat here: http://helpx.adobe.com/contact.html . One of our experts can hop on a remote session to troubleshoot this further.

 

Regards

Rishabh


Hello again,

I've managed to alleviate the problem. 

I've reinstalled Creative Cloud and it appears the strange panning motion is finally gone. I am also using older versions of Photoshop, Illustrator and InDesign.

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    October 21, 2019

    Do you have Chrome running? Can you try and turn it off?

    S
    sheilas44873036Author
    Participant
    October 21, 2019

    I tried quiting Chrome and making sure none of the processes related to Chrome were running. Still hasn't done anything.

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