Problem Using Surface Slim Pen 2

[mardemca]

Hi everyone! It appears that I can't get the actual app for the Illustrator so I have to keep using the web-ased app one. But everytime I use the pen to draw for more than 2 minutes, the site reloads. Does anyone have a fix for this issue? Thanks in advance.

[Abhishek Rao]

Hi @uniQue_style8643,

Thanks for sharing this. The behavior with the Surface Slim Pen 2 shouldn't be happening. Could you confirm which browser and version of Windows you're using, and if the issue occurs in all browsers or just a specific one? It would also help to know if the same thing happens when using a mouse or touch input. Please try clearing your browser cache once and see if the problem still occurs. Since you mentioned you're working on the web version of Illustrator, could you let me know the exact machine you're using, so I can check its compatibility with the desktop or beta app versions? A short screen recording of the reload happening would be really helpful, so I can share it with the team.

Looking forward to your update.

Abhishek

[mardemca]

Hello,

Below are my answers to your questions to further confirm what I use:

• Browser: Google Chrome and Microsoft Edge. Tried on both and the same pop-up appears. See screenshot.
• Laptop: Microfost Surface Pro 11th Edition - Snapdragon.
• Illustrator: https://illustrator.adobe.com/

Please let me know if there is a fix on this. Thank you for assisting me.

[mardemca]

Hello? Is there a fix on this? I had another incident where I was using the mousepad to draw and when I was coloring something, the same error pop up again.

[Abhishek Rao]

Hi @mardemca,

Thanks for sharing the details and the screenshot. Could you try opening Illustrator Web in a private or incognito window and also test once on a different network(like connecting to your phone's hotspot or another Wi-Fi) to see if the reload still occurs? Please also confirm if you have already cleared the browser cache and whether the issue continues afterward.

Looking forward to your update.

Abhishek

[mardemca]

@Abhishek Rao