Sticky vertical scroll - Wacom Intuos Pro L with Pen 2 - Illustrator 28.6 | Windows 11

[HubertusausBerlin]

When working with the Wacom pen in Illustrator, the vertical scroll bar often ‘hooks onto the pen’ and can no longer be left. You can only scroll.

You then have to try to quit the programme somehow, after a restart the work works again for a short time.

The problem is known:

https://community.adobe.com/t5/illustrator-discussions/side-scroll-bar-not-stopping-when-supposed-to...

As a solution, it was suggested to deactivate ‘Wacom’ in ‘Preferences’ under ‘Devices’.

This works to the extent that the problem has disappeared - however, the pressure settings are then no longer available for the brushes.

Therefore it is not a solution. 😒

Would be great if the bug could be fixed! 🤠

Illlustrator 28.6

Windows 11 Pro Windows 11 Pro

Wacom Intuos Pro L, Pro Pen 2, driver 6.4.6.2 (latest)

[Anubhav M]

Hello @HubertusausBerlin,

We understand that encountering technical issues can be frustrating. Would you mind trying to manually delete and then reinstall the Wacom drivers by following the steps shared in this help article (https://adobe.ly/3AthoYQ) and letting us know if it helps?

Also, try running Illustrator under a different administrator account (Windows / macOS) and share your observations.

Looking forward to hearing from you.

Thanks,

Anubhav

[HubertusausBerlin]

Hello @anubhav

Thank you for your reply and suggestions.

You must have overlooked the fact that in the thread I linked above, others have tried the same things you recommended several times without success (... and in the end only had the solution of deactivating in the ‘Preferences’ under ‘Devices’ / ‘Wacom’).

Nevertheless, I have tried everything you recommended over the last few days. That was a few hours of frustrating work 😥 Unfortunately without success. In any case, after activating ‘Devices’ / ‘Wacom’, the scroll bar error immediately reappeared.

And disappeared again after deactivation.

However - as already mentioned - the pressure support for the brushes then fails.

In my opinion, it is obvious that there is a problem with Illustrator in combination with the Wacom extension.

The problem probably does not occur on all devices and constellations, but on some and certainly different ones (e.g. from @Valerie27985386rxci , @JurriaanHos , @UK TV Professional , @macayla-mip , @deannarw , @StephanieL

... and there are certainly more).

Since Adobe explicitly mentions support for Wacom tablets, it would be great if they could look into the cause and possibly fix the problem. Would be very, very great! 👌

At the moment, I can't use the print function on my system with the pen and drawing with a natural brush stroke is no longer possible.

So unfortunately the problem has not yet been solved.

Greetings, Hubertus

[macayla-mip]

Thank you for speaking out on this issue. I am still having the issue where I have no pen pressure because I had to deactivate the Wacom in my Adobe. I have a Reddit post up on R/wacom where I have received other examples of this issue happening as well. Their only solution to being able to have the pressure and compatibility was "

Ok, so, I had to roll back to Adobe Illustrator Version 28.2....that seems to be the most recent version that allows me to use my Wacom Cintiq 16 not only WITH pressure but also WITHOUT the permanent scrolling issue. Please, please, please let me know if there are any new bugs you encounter if you try this.

Note: these are the versions that had the permanent scrolling issue:

28.5

28.4.1

28.3

You'd think with the amount of money that people pay Adobee to rent (not outright own) the software, they would fix this. Yeah, you'd be wrong."

For reference here is my Reddit Post Link:Wacom 16 scrolling issue : r/wacom (reddit.com)

This issue is clearly affecting a large community with Adobe and this needs to be addressed. I appreciate you tagging me as an example of this issue and continuing to bring this up. I truly hope this will bring it one step closer to Adobe recognizing this issue and fix it. 

[Anubhav M]

Hello everyone,

I'm sorry to hear that the suggestions didn't help. I have escalated this with the product team and will update this thread when I have more information.

Feel free to reach out if you have more questions or need assistance. We'd be happy to help.

Thanks,
Anubhav

[Bobby Henderson]

I wonder if the issue you're experiencing has anything to do with Windows Ink Workspace. I have a Wacom Intuos tablet in my home computer setup. I almost always have Windows Ink disabled in the Wacom tablet driver settings. That is due to some anger-fueling behaviors from Windows Ink; it hijacks and overrides a variety of basic functions. It's just intolerable. But disabling Windows Ink in the tablet driver usually means losing pressure sensitve capabilities in the Wacom Pen. The problem is so bad that I have simply given up using a Wacom tablet on a Windows PC for any pressure sensitive drawing functions. I have an iPad Pro and Apple Pencil. That's a device combination that at least works like it should. I'm not a big fan of Apple, but I would tell anyone if they wanted to use a Wacom tablet with a desktop computer setup they would be better off using a Mac for that. They would be able to avoid getting tripped up by Windows Ink.

Anyway, it might be worth trying the step to un-check Windows Ink in the tablet driver and see if the scrolling error persists.

This is an awful situation that has been going on for years. I think what needs to happen is developers from Microsoft, Wacom and Adobe need to have some conversations with each other. They need to all be on the "same page" so these problems might have a chance to get fixed. Currently it seems like the right hand doesn't know what the left hand is doing.

[HubertusausBerlin]

@ Anubhav

Wonderful, thank you very much! That gives hope!

As @ Bobby Henderson also noted, there are some issues with the pen - not just in Illustrator - and this is likely related to the interaction between Adobe's interface, Wacom drivers and Windows Ink.

@ Bobby Henderson

I totally agree with you there. The problem is, what if you only have a PC with a Windows system to work on?

I also deactivated Windows Ink after I had problems with the Wacom Pen in all Adobe programmes (but not only Adobe programmes). It was no longer possible to work with it.

In the end, deactivating of Windows ink helped - and activating the old Wintab API in Photoshop. From then on, the pen worked normally again in all programmes, inkluding pressure.

Except for Illustrator (with the special scrollbar problem - so this actually exists even when Windows Ink is deactivated) - there the Wintab API can apparently not be activated at the moment as in Photoshop.

I really hope that Adobe, Wacom and Microsoft will find a solution in the future!

More information here:

https://community.adobe.com/t5/photoshop-ecosystem-discussions/problems-with-wacom-pen-operation-inp...

And specifically about using Wintab instead of Windows Ink in Photoshop:

https://helpx.adobe.com/photoshop/kb/enable-optional-extensions-photoshop-cc.html#Howtoenableextensi...

[Bobby Henderson]

Wacom just released a new tablet driver today. Hopefully the update will help eliminate the scrolling issue you're seeing in Adobe Illustrator.

[HubertusausBerlin]

Hello @ Bobby Henderson and all.

Unfortunately, neither the new driver from Wacom (WacomTablet_6.4.7-3) nor the Illustrator update (28.7) has brought any improvement. 😥

As soon as you activate ‘Devices’ / ‘Wacom’ and try to scroll with the pen, the bar ‘hooks’ and you have lost.

If you deactivate ‘Devices’ / ‘Wacom’ again, scrolling works normally again - but you no longer have a pressure option for the pen with the brush. 😒

[Bobby Henderson]

That's pretty disappointing. Wacom does have a long list of previous driver releases at its web site. Sometimes rolling back to a previous driver release can fix problems present in the current driver. A while back I had to use an older Wacom driver because the current driver at the time would cause Illustrator to crash and disappear very soon after launching the application.

[gg_2332]

To be fair, I'm not sure how a Wacom driver update would fix this if it was broken by an Adobe Illustrator update, as mentioned by macayla-mip.

[HubertusausBerlin]

Hello everyone!

(... and especially @gg_2332 @Bobby Henderson @Valerie27985386rxci , @JurriaanHos , @UK TV Professional , @macayla352700985ftk , @deannarw , @StephanieL ... )

Obviously the problem is not with the Wacom driver. I have also asked about this in the Wacom forum:

https://support.wacom.com/hc/de/community/posts/26063106643863-Unstoppable-scroll-bar-when-working-w...

Here it is pointed out that the problem, which only occurs with some users, does not appear with older Illustrator versions. On the one hand, this could be an indication that it is due to the latest versions of Illustrator, but on the other hand it is not a solution because you want or have to work with the current version of Illustrator.

Unfortunately, the latest Illustrator update has still not brought any improvement. 😥

@ Anubhav - has there been any feedback from the product team?

Kind regards,
Hubertus

[HubertusausBerlin]

Hello community, dear experts!

(... especially @gg_2332, @Bobby Henderson, @Valerie27985386rxci, @JurriaanHos , @UK TV Professional , @macayla-mip, @deannarw, @StephanieL ... and @anubhav who wanted to help in August).

In the meantime we have landed at Illustrator 29.01.

I have recently reinstalled my system and Illstrator several times.

Nevertheless, the bug with the unstoppable scroll bar is still there. If you forget that you are not allowed to use the scroll bar with the Wacom pen, you has been losed. You have to close the program in the task manager if it hasn't crashed beforehand.

Personally, I have deactivated Windows Ink. But the effect is the same when it is activated.

You can still only deactivate Wacom support in the default settings - but then you can no longer work with the brush and brush pressure.

An expert from Wacom said that the technicians there suspect that Illustrator is probably not registering the “tip-up” event.

Wouldn't that be an approach that the Adobe programmers could investigate?

With every program update, I hope that the error has now been taken into account and fixed - unfortunately, so far in vain. I would probably not be the only one who would be very happy if something finally happened here.
LG, Hubertus

[Bobby Henderson]

I can't even turn on Windows Ink in the Wacom Tablet Driver without the setting quickly making me lose my temper. I really wish Microsoft would go back to the drawing board with that gawd-awful Windows Ink software.

Even with Windows Ink disabled I'll still get hit with the stuck vertical scrolling bar issue from time to time. This past weekend I got hit by it while trying to edit artboard size properties. Once the glitch grabs hold the only recourse is pressing Ctrl+Alt+Delete to bring up Task Manager and end the Illustrator process. Thankfully I didn't lose any work.

[Anubhav M]

Hello @HubertusausBerlin,

I'm sorry to hear about your experience. Would it be possible for you to have a debug session with us? If yes, please send me your Adobe ID, Country & Timezone, phone number with country code, and preferred dates and times between Mon- and Fri over a private message.
To send a private message, click my profile picture and use the 'Send a message' button.

Looking forward to hearing from you.

Anubhav