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stevee91005372
Inspiring
February 5, 2020
Answered

After waking from Sleep, only Hand tool works in Illustrator 24.0.1 on macOS Mojave

If I leave an Illustrator file open to take a break and the Mac goes to sleep, when I wake the machine and click on the file, reagrdless of the tool I select, ONLY the hand tool cursor shows and operates. I have to close and re-open the file to get out of it. 

Illustraor 24.0.1 on a Mac 27-in, 2017 running Mojave.

 

{Renamed by MOD}

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Srishti_Bali
Srishti_BaliCorrect answer
Legend
February 12, 2020

Hi Steve,

 

Thanks for sharing the details. I agree with the suggestion shared above by S_Gans  and I am hopful that the issue is resolved by now. If not, please try booting the system into Safe Mode (https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator. 

 

If that doesn't help either, login to root account (https://support.apple.com/en-in/HT204012). Check how application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html

 

Regards,

Srishti

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5 replies

Srishti_Bali
Srishti_BaliCorrect answer
Legend
February 12, 2020

Hi Steve,

 

Thanks for sharing the details. I agree with the suggestion shared above by S_Gans  and I am hopful that the issue is resolved by now. If not, please try booting the system into Safe Mode (https://helpx.adobe.com/in/x-productkb/global/start-safe-boot-mode-mac.html) and check how it works there. It starts your system so that it performs certain checks and prevents third party software/ services from automatically loading or opening. If it works fine in Safe mode, then there is some third party service or application like antivirus, plugins or web extensions which are conflicting with the Illustrator. 

 

If that doesn't help either, login to root account (https://support.apple.com/en-in/HT204012). Check how application works there. If it works fine there, then it could be related to permission errors. Follow these steps to repair permission errors: https://helpx.adobe.com/in/illustrator/kb/preferences-folder-read-only-error.html

 

Regards,

Srishti

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stevee91005372Author
Inspiring
February 13, 2020

Thank you for the suggestions. Since the computer in question is not my personal computer, I do not have admininstrative access. If the situation recurs, I will offer the advice to the tech people. Thanks very much!

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    S_Gans
    Community Expert
    S_GansCommunity Expert
    Community Expert
    February 5, 2020

    I know this is a weird answer, but I had a similar but opposite experience a few weeks ago. I couldn't get the hand tool, for the life of me. The resolution I found is what's wierd - but it's based on years of posts with similar experiences, so it may pertain to you. 
    I'd recently installed an ad-blocker on my browser and computer. It worked perfectly everywhere, and didn't seem to be a problem. But when researching the issue I was having, I saw years of people having security browser plugins, antivirus software, etc. experiencing this problem. Removing my ad-blocker solved the problem and all was normal.

    I know - HOW can they be related? But they clearly are. 
    BTW - disabling didn't work. I had to uninstall. 

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    Adobe Community Expert / Adobe Certified Instructor
    Ashutosh_Mishra
    Ashutosh_Mishra
    Inspiring
    February 5, 2020

    Hi Steve,

     

    Thanks for reaching out. Would you mind sharing some more information like:
    1. Is it happening with a specific file or with all the files?
    2. Do you save files locally or on a network?
    3. Have you tried resetting preferences? (If not, please try doing that. You may follow the steps provided on https://helpx.adobe.com/illustrator/using/setting-preferences.html#setting_illustrator_preferences)

    **Please note that resetting preferences will remove all the custom settings and Illustrator will launch with default settings. You can also take a backup of the folders in case you want to. Location is mentioned in the article.
    You may also share a small video or screenshots of the process.
    I'd recommend updating your Illustrator app to the latest version v24.0.3, let us know if it helps.

    All this information will help us understand the issue and work accordingly. Looking forward to your response.

     

    Regards,
    Ashutosh

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    stevee91005372Author
    Inspiring
    February 5, 2020

    Answers:

    1. More than a specific file, but not all files. It has not been consistant, which may be due to length of time the Mac is asleep? I notice this after longer breaks, like a lunch break. 

    2. The files affected are local, not shared or on a network.

    3. Have not tried resetting preferences, but have looked at the settings to see if that may be where the problem originates. 

    This does not occur all the time, so I cannot take a screen shot of it until/unless it happens again. My work schedule does not allow me to try and re-create it.

    Thank you for responding so soon.

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