Participant

Answered

scroll bar stuck and and can't use tools

Forum|Forum|1 year ago
March 9, 2024
7 replies
4399 views

I've been having this issue for a while and have no clue what's up. When I scroll it gets stuck and starts scrolling endlessly and I can't use tools like pencil or pen.

Recording_#4.zip

Correct answer Anshul_Saini

I have been having the same problem, even bought a new Wacom PTH-660. The problem still persisted. I have reinstalled illustrator version 27.9.3 and am not having a scoll problem.

I just updated the newer version 28.5 and it is unusable, so for now I'll keep using 27.9.3 but I find this situation extremely frustrating and have spent far too much time dealing with it.

Hi @Pingolito and @Kelli37167024xt5f,

I'm sorry for the delayed response. We apologize for any inconvenience this has caused.

To address the scroll bar and tool usability issues, here are a few steps you can try:

Update Wacom Drivers: Ensure you have the latest drivers installed for your Wacom tablets (Cintiq 13HD and PTH-660). Sometimes, outdated drivers can cause compatibility issues with newer versions of Illustrator.
System Safe Mode: Try using Illustrator in system safe mode. This mode runs your system with only the necessary drivers and apps, which can help isolate if there are conflicts with other software.
Compatibility Check: Verify the compatibility of your Wacom tablet and its drivers with Illustrator version 28.5. If issues persist, consider reverting to a stable version like Illustrator 27.9 until the compatibility is confirmed.

We appreciate your patience and cooperation as we work to resolve these issues. Please feel free to reach out if you have any further questions or observations. We're here to assist you.

Best regards,
Anshul Saini

K

kurara2

Inspiring

I've been having this issue for over a year now, which means almost daily because I'm a professional product designer. It's continued through multiple updates of both my Wacon driver and my Illustrator version. Sometimes, unplugging and replugging my tablet (Small Intuos Pro) solves the issue. Sometimes using hot keys to change the tool fixes the issue. Often, particularly with larger files, I can't fix it at all without force-quitting Illustrator. I usually don't lose a ton of work, but I always lose time. It's a huge cause of delay and frustration that I run into constrantly. Why is this very basic glitch persisting?

Anubhav M

Community Manager

Hello @kurara2,

I'm sorry to hear about your experience. Would you mind trying to manually uninstall and reinstall the Wacom driver by following the steps shared in this help article (https://adobe.ly/3VqcLan) to check if it helps?

Also, try disabling Windows Ink in the Tablet settings (https://adobe.ly/3PUrsPJ) and share your observations.

Looking forward to hearing from you.
Anubhav

K

kurara2

Inspiring

I've both manually uninstalled the Wacom driver and disabled windows ink per the instructions in the video you sent. No improvement, same issue still happening.

K

kurara2

Inspiring

Having this same issue with Illustrator and my older Intuos Pro small. Everything is updated, also did this on the last two updates of Illustrator. This is a work-stop issue for some of my projects and needs to be resolved.

Pingolito

Participating Frequently

Hello! Try to unplug and then plug in the wacom, that has solved it all for me, at least for my cintiq 13hd i just turn it off and on and it fixes the issue, not sure if it works on intuos but its worth a try... Its been a while since i had this issue and that glitch is still happening.

K

kurara2

Inspiring

Hi, thanks, this does un-freeze the pen when it gets stuck. It immidiately gets stuck again, but better than Illustrater crashing, right? x)

R

RioCalifornia

Participant

Had the same issue with Illustrator 2024 and 2025 (but 2022 and 2023 are working fine) and both my very old wacon bamboo and my new intuos pro. On Illustrator 2024 and 2025 go to edit > preferences > devices > disable enable Wacon (uncheck the box that says enable Wacon). You may need to restart your illustrator but your scroolling habilities should be back to normal or almost normal. Good luck

A

Axtten

Participant

I am having the same issue and it's made it impossible to use Illustrator at all. Problem occurs with Wacom Intuos Pro running latest drivers.

H

Hey! MacLeod

Participant

I also have had this vertical scroll issue with the Wacom Intuos Pro Medium PTH660 & Large PTH860 using the current installations for Illustrator and Wacom. Once I touch the vertical scroll button it is nearly impossible to have the pen stop scrolling, you have to disconnect the tablet and reconnect.

I have an idea for Adobe techs, go purchase Wacom tablets and start using them before releasing new Adobe versions as any serious designer uses these tablets. These issues reflect badly on Adobe, not Wacom. It amazes me these issues still come up with how skilled Adobe techs must be these days (see what I did there, sarcasm). I've been using Adobe software since version 1, decades ago, and every new release seems to bring the most basic errors when 'standard' gear is trying to work with these apps.

I look forward to the next update from Adobe and that it may straighten things out and release tensions.

Pingolito

Participating Frequently

I have that exact problem! I have been experiencing that glitch for quite a while now in my PC with Windows 11, Basically yes when i use my wacom cintiq pencil to scroll in illustrator it remains stuck forever, it takes a while for it to come back i have tried opening other files and after a while it sometimes works, but sometimes it completely crashes. I wont let me save or do anything else so its really annoying.

I searched for someone else having this issue before but nothing... and just now that i wanted to make a report i found this one! hope it can have a quick fix! Thanks!

Anubhav M

Community Manager

Hello @Pingolito,

We understand that encountering technical issues can be frustrating. Would you mind trying to manually uninstall and re-install the Wacom driver by following the steps shared in this help article (https://adobe.ly/3VqcLan) to check if it helps?

Also, try disabling Windows Ink in the Tablet settings (https://adobe.ly/3PUrsPJ) and share your observations.

Looking forward to hearing from you.

Thanks,

Anubhav

Pingolito

Participating Frequently

Hello! i uninstalled and reinstalled my wacom and also disabled the windows ink but the scroll still gets stuck. However I turned off and on my wacom tablet and the issue gets fixed, i think i will continue on doing this whenever it happens again which i find to be the fastest solution for now. Thanks for the fast reply!