Photoshop: CS6 Stuck Hand Tool on HP Touchsmart 610 (video driver bug)

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  • Updated 6 years ago
  • (Edited)
Adobe CS4/5 worked fine, then my university upgraded to CS6 and my HP touchscreen now only gives me the hand tool when I try to paint. I contacted the manufacturer to update the driver, but they have told me it is a Photoshop problem and that Adobe has to fix it.

Considering the new brush extended tools in Photoshop, I could see the problem possibly being related to the fact that touchscreens are not pressure sensitive, like a wacom. I have a wacom for my mac, but frankly I am faster for quick edits on my HP and I want it back the way it was.

I could care less about HP and Adobe both blaming each other for it not working, but I need this to work for my class. It's faster to work on screen and I don't care if I have rewrite some code or whatever but I want it fixed.
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Dawn Yılmaz

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  • frustrated

Posted 6 years ago

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Dawn Yılmaz

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I hate that you have to learn software engineering and hack the heck out of a program that costs thousands of dollars just to get it to work the way you want.

The computer is brand new, I would have never bought it or the Photoshop upgrade if this was noted anywhere, but it is not, so the university student consumer gets screwed, while it's business as usual for the big guys. Not cool.
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Dawn Yılmaz

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I need a creative solution.

Please don't tell me to contact the manufacturer for a driver.

I have already tried.

If the problem is a driver, which is the only possible solution, in any forum given.
Can Adobe reach out and request the update? I tried asking and they wanted to charge me an insane amount of money.
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Chris Cox

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Sorry, but the bug is in the video card driver, and only the GPU maker (not HP) can fix the bug in the video card driver software.

There is nothing to update in Photoshop - you are seeing a bug in your video card driver.
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Dawn Yılmaz

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Thanks, Chris, but I have a NVIDIA GeForce GT 425M card, and according to Adobe they tested it: http://helpx.adobe.com/photoshop/kb/p...

I checked this before updating. If it's a bug, Adobe missed it, because they said on Adobe.com, the NVIDIA card was good to go.

So, how do I get NVIDIA to update the card? Do I just call them? And what is the actual likelihood of this being resolved at all?

The card is already up to date according to their site and my updater.

I am so mad, I have the whole Master Collection, but I had CS4 so I should never have upgraded, who knows what other problems will pop up... I am sure After Effects will have some stupid issue too.

I can run Maya and 3Ds Max with less problems, how sad is that?
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Dawn Yılmaz

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And Chris thank you for responding, I appreciate it. You are a thousand times better than the Indian call centers that knew nothing I was dealing with.

I am through buying software, hardware and a like from any company with their only call centers overseas.
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Chris Cox

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When we tested that card with the latest driver, it worked just fine.

This is not a Photoshop bug -- this is a bug in the video card driver that we've seen before, and is fixed by updating the video card driver.

You just go to NVidia's website to get the latest driver software, then follow their instructions to install it.
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Dawn Yılmaz

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I did that and I rolled it back, if did not work. I re-installed it twice to no avail.
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Dawn Yılmaz

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From NVIDIA:

"Technical Support, RMA requests, replacements and warranty issues for the NVIDIA based product that came with your computer are handled by the computer manufacturer"

So at the end of the day, it's one big circle jerk: Adobe it's NIVIDA's job to fix it. NIVIDA it's HP's job to fix it, HP it's Adobe's job to fix it.

I'd love to see a response to this from Adobe, will they a big company with plenty of resources call NIVIDA and help out a student consumer?

Or do they expect me to somehow compel them using my magic lasso of truth?
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Chris Cox

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I'll try to follow up with NVidia about that tech support mistake.
They know about this bug, and know it was fixed in the driver.
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Dawn Yılmaz

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That would be AWESOME!!!!!! I can't reach them :( and I have tried.
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Dawn Yılmaz

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Adobe said they vetted it and they missed something, it happens to be something I need. So at the end of the day I trusted Adobe and they failed

My machine met the specs for their software, so it is their issue.
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Chris Cox

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No, again, this is a video driver problem. Please go download the latest driver from NVidia's website and follow their instructions to install it.
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Dawn Yılmaz

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Did not work.
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Raymond Wright

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Dawn... I also have an HP TouchSmart 610 with the NVIDIA GeForce GT 425M. And, like yourself, I'm a student and required to be set up on CS6.
I'm interested in playing tag with you on this until we can find a solution.

At the moment, I'm updating my driver to attempt Chris' fix. I'll let you know how it works out. In the mean time, I've learned that, if we hold the left mouse button down as we use something as a touch device/pen, it allows the hand tool to be overridden. Of course, it sucks having to do that. Plus, like you said, we shouldn't have to considering what we're spending on the software and PC to begin with.

If not here, you're more than welcome to contact me at either:
MrCrayonScribe [at] GMail [dot] com
or
Crayon.Scribe [at] Facebook [dot] com

For now, the download just got done. Wish me luck. ;)

-CS
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Dawn Yılmaz

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It is not reliable on mine, I tried the left mouse click and the hand kept trying to come back so it was jittery. Good try though!
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Raymond Wright

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Wow... Go figure, it didn't work.
I can sarcastically say that I didn't see that coming. :D

Computer... $1,400
Web Design/Development Education... $36,000
CS6 Master Collection... $690
Me showing Photoshop CS6 a hand gesture of my own after getting stuck with that cursor...
PRICELESS!

I've been at it with the issue for days though. It'll get figured out. I hope my annoying yet effective mouse button trick helps at least a little, though. I have been playing around with the touch input settings on the PC lately thinking that there could be a 1-click fix that makes me feel dumb yet happy in the end... No luck. Maybe you'd fair better than me at it... Just an idea. ;)

CS
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Dawn Yılmaz

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Aside from school, (which mine is 60k, ouch!) I run a small but successful micro business. What is mostly upsetting is I buy for some of my clients and I would have gladly recommended my CS4 setup to anyone. It was magical. I loved it.

Painting was a joy, I used actual paintbrushes on the screen, and they worked flawlessly.

Don't get me wrong, I am a huge Adobe fan. As a photographer, Lightroom and Photoshop gave me the ability to create work as creative as the great Jerry Uselmann, in a fraction of the time.

I have worked in an old studio, and hand dodging and burning print after print can take days... I can produce hundreds, if not thousands of images a year at a fraction of the production cost. This is just one glitch in about 15 years of a great thing, although it is driving me nuts.

Thanks for chiming in, it's nice to know I am not alone, but sorry it sucks for you too.

Cheers, Happy Holiday all around. Thanks again for checking Chris.
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Raymond Wright

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Alright... Last post for the night...

Again, not a fix. This is an elaboration on the mouse trick I mentioned...

I decided to research using a keyboard key as a mouse button and ended up with the end result of being able to use the brushes, etc. etc. properly and with two hands free. Essentially, it's a feature already built into Windows 7, and allows you to use your number pad to make the computer think that you're holding down the left mouse button without holding down anything. Yes, obviously you have to press another button to deactivate the 'Press and Hold' feature, but it's worth it considering we don't have a solid fix.

I'm giving you the best web link for setup instructions that I could find. It is for a previous version of Windows, but I'm assuming that you're versed enough to translate it to Windows 7. There are similar setup instructions on the web for Windows 7, but none went into as much detail on the usability of it all. If you're having a tough time, feel free to contact me via the GMail or Facebook accounts I listed, and I'll try to walk you through it.

http [colon] //www [dot] pcmag [dot] com/article2/0,2817,30939,00 [dot ]asp

-CS
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Chris Cox

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Please let NVidia know about this. Something is going wrong in the driver installation, or they may have reintroduced an old bug.
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Raymond Wright

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Oh... I told them. I also informed them in the forums that their willingness is somewhat lacking considering how much more they pay attention to resolving game issues over design software issues.

As far as the drivers... I am undeniably using their latest drivers... You suggested an update. Is it possible that you know the revision number of the drivers that you were sure worked? I would have no problem with rolling the driver back until I know a newer revision has fixed the issue.

-CS

P.S. I appreciate your input on all this. Try not to take my jokes towards Adobe too personally on your part. Before I decided to go back to school, I was a very even mix of standup comic and jackass. :)
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Chris Cox

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I'll have to check the versions with folks after Thanksgiving.
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Raymond Wright

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Thank you. :)
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Dawn Yılmaz

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Hi Chris, any word?
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Andromina Philsberry

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Just to let you guys know, I have a Plannar PX223-MW touchscreen monitor. I got it and the latest CS6 for Christmas. I was so incredibly happy and I went to work right away to get everything up and running so i can finish some current art im working on. I'm not a student like you two, I'm no where near good enough as an artist to make it a career, it's more like a very loved hobby of mine.

Anyway, so I get everything up and going and I run into the exact same problem. I felt like I was being trolled by Adobe because I was like 'wtf? why does the hand tool keep coming up?!?!' x-x

So, if anyone were to find a fix please please please e-mail me at nocturnal_princess@live.com or message me on yahoo at xxxabandoned_princessxxx I will try to check back here once in a while but it's just frustrating as I'm sure the two students in this thread knows. x-x
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Chris Cox

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This is an NVidia problem - only NVidid controls the video driver that could mess up changing cursors. There was a chance that it was due to another app or third party plugin, but we ruled that out earlier. So only Nvidia's driver is left.
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Andromina Philsberry

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Chris, this is -not- a Navidia problem! I have Navidia on my HP touchsmart laptop and it still wont work right and I also have a AMD Phenom II in my desktop which is hooked up to my Plannar PX 2230MW monitor. If it was a driver problem, it wouldn't work with my HP but would probably work with my desktop. However, it doesn't work on neither. This, I feel, is a short coming of Adobe and they need to kick their lazy programmers in the arse and tell them to fix this problem! I have now basically spent all day working on this problem.

Also, I tried the thing Raymond suggested which was a great idea! It's just every time i have to make a line i have to hit like 5 or 0 or something like that and it gets annoying. My boyfriend and I have been at this all day.

My boyfriend and I have discussed it and we think that basically CS6 no longer recognizes touch monitors as tablets.

So I'mma go QQ some more and destroy stuff in World of Tanks. xD

Thanks again to all those who commented, and I really appreciate the help!!! ^-^
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Raymond Wright

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I made a new post kids... Giddonit! :D :D :D
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Chris Cox

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We have only seen this stuck cursor problem with certain versions of NVidia drivers. Again, it can only be due to third party plugins, other applications, or the driver. After ruling out things other than the driver, all that is left is the driver.
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Bret Adams

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fwiw, i have the same monitor and thus the same problem with CS6. Hoping we'll get a solution sometime soon... I guess I'll be rolling back to CS5 for a little while. I upgraded in hopes of improved and newly utilized touchscreen ability and windows 8's built-in features, but the developers seem to have only had wacom-type graphics touch inputs and not a touchscreen monitor such as ours in mind. hopefully all touch interfaces will be treated appropriately one day :)
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Raymond Wright

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EVERYBODY INVOLVED PLEASE READ:

Okay.... So here is the question. If Adobe wants to blame NVidia, and NVidia wants to blame adobe, why can't we get a head-to-head merger on this?

Bryan, the NVidia representative that you spoke with, do you have a rapport with that person by now, and can you get them in here to have a point/counterpoint conversation with Chris Cox?

Basically, let's find a way to stop being the middlemen in this debate. We payed for the freakin' software. So the people getting paid to troubleshoot the software should really be either teaming up directly on this, or going to war over it to prove the other person wrong... Either way, we'd find an answer.
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Chris Cox

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We talk to Nvidia at least weekly. They are supposed to be fixing this issue (again, since it regressed).
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Raymond Wright

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Right... Let me make something completely, abundantly and crystal clear here, Chris...

When I suggested that we try to form a cross-company brain trust to deal with the issue, I wasn't questioning your knowledge or ability to help. I'm sure that I speak for all of us in here when I say that we appreciate that you're at least taking the time to address this issue. I know that personally, I had been to over a dozen forums with no avail, but that part of the mission was over when I came to this forum and found your interaction.

And I'm glad that you are all speaking with NVidia about a resolution [no pun intended] on this matter. Heck, I will personally offer myself up as a lab rat in case you guys want me to try beta fixes, etc. etc.

But meanwhile, Adobe [In general] and NVidia seem to be doing nothing but submitting trouble tickets and placating the actual issue. The the brain trust that I am recommending is basically there so that NVidia can tell you what issues they have ruled out, thus allowing you to double check their work, and also offer your own constructive criticism...

Lemme know what you come up with. And thank you again.
Raymond
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Bryan Learse

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Im pretty sure it's not a problem Nvidia can fix, pretty much entirely sure its on Adobes end at this point, tested with Nvidia, and amd, Intergrated and dedicated cards. Not 1 combination worked of normal and beta drivers or cards.
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Andromina Philsberry

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Chris, no offense to you nor your knowledge on the subject, but my father whom is practically broke now because he bought this for me for christmas and a touch screen to go with it is incredibly angry right now as he should be and as am I. I would like to thank you for deleting my earlier comment and saying it was off topic and incorrect when it was not.

The matter is that I have a desktop computer that I built myself so I know almost everything about it. It runs a Radeon Sapphire 5450 graphics card (sorry, i accidentally supplied my processor earlier, oopsy!) and yet I am still having the very same issues that Raymond and Dawn are having. That is not a coincidence nor does it support your theory of it having anything to do with Navidia. I would like to ask that you please no longer delete my posts all because I am supplying you with helpful information that might show you that this problem does not lie with Navidia.

The bottom line is this: Dawn, Raymond, and myself are all having the same problem. They use a Navidia graphics card, I use a Radeon Sapphire. We payed good money for this product thinking that it would work and it isn't. We are sitting here trying to supply you and Adobe with the information you need to fix it. I do not think deleting someone's comments whom is trying to help is going to look good in anyone's eyes.

Because of your actions, I will be print screening this entire page once I post and if my post is gone once more I will be sending it to a superior showing that my post is not incorrect nor off topic as I am telling you what is indeed going on with my own computer and am on the topic that adobe photoshop CS6 will not recognize my touchscreen monitor. Now, let's please sit back and actually work through this problem, shall we?
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Raymond Wright

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Alright... Bryan and Andromina [Note: Andromina, I emailed your windows live account from my facebook account. You may need to check your spam folder for a note from 'Crayon Scribe' in order to find me]...

Now that you two are involved in the conversation, we're learning that other computers and other GPU/video cards and drivers altogether are involved in this issue. So I appreciate your inclusion.

I'm not sure how far back you two have read into these discussions on this page, but you may be able to make note that I had figured out a way to temporarily trick CS6 into letting you use an external device without getting stuck on the hand icon. It basically has a lot to do with activating the click-lock on the keyboard, along with a few other cumbersome steps.

If either of you have the time, I was wondering if you could attempt that mouse/keyboard trick that I got worked out to see if it works for you. In my opinion, whether it does or doesn't, it can be used as a troubleshooting point in this process. For instance, if it doesn't work then we'd start looking at a cross compatibility issue, etc. etc.

The original post with the instructions that I made was about a month ago. It's the one that starts a new posting with the line "Alright... Last post for the night...", in it first and foremost.

Thanks, tykes. I appreciate it if you can do it. :)
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Bryan Learse

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How is stating that it's not a driver issue and addressing the Issue at hand off topic? how is it incorrect if its CLEARLY NOT THE DRIVERS. Funny thing is chris Ive been testing it with an AMD card with AMD drivers still happens and yes the drivers are up to date. So yes I am saying right now ADOBE SCREWED UP so maybe they shoulod stop pointing the blame around and fix it, or you know keep deleting posts that are counter to their driver claims.
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Bryan Learse

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oh was said reason when i checked why I couldn't find my post reason was that it was off topic not sure how..... pretty sure I was talking about the issue.
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Bobbi

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I can add my voice to this frustration. I recently bought a nice little lightweight Asus 14" Vivobook for traveling. It was not meant to be a performance machine, just a weekender but has been suiting my purposes nicely. I installed my Photoshop CS6 and also discovered that using the touch-screen yielded only a hand tool that wants to pan rather than draw. I searched forums endlessly and googled for several hours.
I tried turning off: Edit > Preferences > General > Flick Panning (as suggested on other help sites) to no avail.
I've also tried a click-lock hack to activate the mouse button.. no dice.

It's an intel i5
Integrated Intel® HD Graphics 4000 (latest drivers from intel)
WIndows 8 64 bit, 4 gigs of ram
10 point touch.

Since my Autodesk Sketchbook Pro / Sketchbook Designer (full programs NOT apps) worked beautifully out-of-the-box with the touch screen... it leads me to believe, circumstantially that there's no real issue with the graphics drivers. (It might even be considered an obvious indication that all is not well with the compatibility in Photoshop itself). Autodesk is also an industry leading design software provider and they are able to make it work. I'm pretty bummed that my Adobe Master collection is not usable on the touch-screen. I'll have to switch to doing my digital sketching on Sketchbook pro and see if GIMP supports touch input for quick edits. (And yes I do have a wacom tablet, but I'm done carting extra junk around just to do a few design sketches and edits it a more tacit way.)

PS. I've tried the Adobe mobile apps for my iPad and now wish I could get that money spent back as they aren't very useful. There were plenty of other touch apps out there that outperformed them.
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Mark Jones

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I have a hp touchsmart 520 pc and an AMD Radeon graphics card and i have exactly the same problem with the hand tool appearing when i try to draw on the screen, like yourselves it works if i hold down the left mouse button while i draw or if i start off the page and drag across.
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Mark Jones

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i have windows 7 currently but am intending to upgrade to windows 8