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Uncontrolled zoom out on layout view arcgis pro

SamMontoia1

I have attached a screen capture of ArcGIS Pro behavior. In the short video I click the navigate tool (not shown) and press the shift key as it was my understanding that this would allow me to Window zoom in a part of the map that I am interested in. Instead pressing the shift key causes the zoom of the layout to zoomout to infinity. Why is this happening? and why would anyone want it to happen? It is maddeningly frustrating. similar types of behavior occur when I try to use "Select". This behavior seems to be limited to when the Layout is the activated

I also might add that similar to ArcGIS desktop behavior requiring some combination of pressing "C" or using the Shift key to reset the current tool; I seem perpetually stuck in a rotate view behavior that pressing "C" or "shift" doesn't seem to fix.

2018-02-22_10-45-47.mp4

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Accepted answers

KoryKramer

This behavior was submitted as the following bug: BUG-000086476: The Zoom In, Zoom Out, and Pan tools from the toolba..

The additional information section explains the conclusion.

Additional Information

Esri has investigated this issue and found it to be caused by certain antivirus software. Please work with the users' antivirus vendor to determine the appropriate security settings to resolve interference with ArcGIS software.

All comments

katemcc918

Hi, I am also having this problem intermittently, both with zooming and map rotation, running Pro 3.1. It is very inconsistent and responds inconsistently to various options. Sometimes I can press a keyboard shortcut to get it to stop, sometimes I can only press escape. Sometimes it stops if I restart the software, sometimes it stops if I restart my computer, and sometimes that doesn't work and it just randomly stops after a while with no apparent prompting. I am not running WebRoot, Sophos, or Symantec anti-virus. My company has Windows Defense and CrowdStrike Falcon Sensor.

EDIT: I forgot to mention that I am the only one in my department having this issue, which would not be the case if it were just the antivirus software.

lbraceromarre

Hi:

I downloaded the newest version of ArcGIS Pro 2.9.2., and its giving the same problem. Moreover, its not allowing to click the select tool (layout view) to select different items. It only shows the navigation hand.

Thanks.

Brian_Wilson

Do you have a different solution that does not involve changing our county's security policies?

KoryKramer

Hi Robert,

As stated in the March 19th post, our development team has investigated the issue and determined that it is caused by antivirus software. You will need to work with WebRoot to determine the appropriate security settings so that it does not hook into ArcGIS processes.

I hope that helps!

Mr_Kirkwood

Kory,

Has this issue been figured out? The University of Wyoming is using WebRoot. They do not plan on changing that. This is a big issue for many of our staff on campus. Thanks

TobiasWilde-Zahn2

Hello,
I suddenly had the same mistake today as described here. I am using ArcGIS Pro 2.5.1 and Sophos Antivir. Now I have uninstalled Sophos Antivir and so far the errors have not reappeared.

KoryKramer

This behavior was submitted as the following bug: BUG-000086476: The Zoom In, Zoom Out, and Pan tools from the toolba..

The additional information section explains the conclusion.

Additional Information

Mr_Kirkwood

Thank you for the update.

SamMontoia1

For me, our organization switched to a different web security provider not because of this issue, but for other reasons. So I haven’t experienced the problem since then. I reckon if you’re dealing with the uncontrolled zoom out it hasn’t been fixed; but I haven’t seen anything in particular to confirm or deny a fix.

Mr_Kirkwood

Has this problem been fixed? This is a 2 year old thread and i think they should have more information for us by now? I am using ArcGIS Pro 2.5 and we also use Webroot. We have no access modify the Webroot settings.

Mr_Kirkwood

I'm having the same problem as well, and i am using Arcmap 10.7. I have tried all solutions but the layout keeps zooming away. I have Webroot installed as well and cannot change settings due to it being an enterprise set up.

JaredTaylor

Sometimes I feel like it has to do with how long I have been working in a project. If I have been working for over 2 hours and performing a lot of work, than this problem starts to happen. Usually it will resolve if I restart the program, however it is still a pain.

AdamKurowski

Hi. I've been battling with this problem for awhile too. I have reported it to ESRI and Webroot. ESRI says they are working on a patch, WebRoot is less solution seeking. However, I believe I have solid workaround. My ArcMap and Pro have been stable for 2 days since making this change.

Log out of all instances of ESRI ArcGIS and Pro. You may have to go to your task bar, near the clock to log out
Open Internet Explorer
Tools > Compatibility View Settings
Add arcgis.com

This is strange fix, but one of my IT staff had seen something like this before and this was the first thing she tried. You'll note that ArcMap and Pro both have some level of communication with ArcGIS Online. I don't have an explanation as to why this worked, so maybe someone else can add their thoughts on this.

Adam

JarinStewart

This has been an ongoing issue for us for almost a year. The problem I was having should be documented in our account notes. Webroot is the culprit and the only way to get around it is to shut Webroot off. Our IT provider is looking into Ellen's solution, but until then Webroot gets turned off.

This is also a problem for AutoCAD. I have been told CAD has issued a patch for this problem.

Thanks,

Jarin

LoganSuhr_PSE

For the last two weeks I have been testing Ellen's workflow. Since turning Identity Shield off, I have not experienced the cursor issue. Thanks Ellen!

KoryKramer

For those on the thread with Webroot, please try the steps that Ellen has shared and let us know whether that works.

deleted-user-ntyckxP5KpJO

I've had the same issue for desktop, on and off for a while now.

This was the response I got from Webroot:

To help diagnose the issue you are experiencing, we would like you to try disabling the Identity Shield. Please follow the instructions below.

1. Open Webroot SecureAnywhere.
2. Open the "Identity Protection" menu on the right.
3. Click the Identity Shield toggle so that the white status indicator is to the RIGHT.
4. If prompted, complete the CAPTCHA and click "Enter."
5. Test the issue you have been experiencing to see if it occurs when the Identity Shield is disabled.

Once you are done testing, we recommend you re-enable your Identity Shield now by repeating steps 1-4, changing the toggle to read "Identity Shield is On."

** If the issue STILL OCCURS when the Identity Shield is Off, please reply to this message to let us know and we will continue to troubleshoot. In this case, there is no need to complete any steps below this line.

-- -- -- -- -- -- -- -- -- -- --

** If the issue DOES NOT OCCUR when the Identity Shield is Off, please follow the steps below:

1. Click the gear next to "Identity Protection" and then click on the "Application Protection" tab.
2. Reply to this message to say that the issue DOES NOT OCCUR when the Identity Shield is Off. In your reply, be sure to include which items are listed in the Protected Applications window, and whether each item is set to Protect, Allow, or Deny.

I am not able to try this due to administration permissions. Let me know if it helps any of you.

LoganSuhr_PSE

Webroot SecureAnywhere

KoryKramer

Logan, what antivirus are you running?

LoganSuhr_PSE

From the very first version all the way through v 2.2.0 now and I have had almost the exact same experience with Pro and Chrome. In particular, Google sites like Gmail will almost guarantee that my cursor will be stuck. In my case, it is the rotate tool.

I have had some success by making sure Chrome and Pro are closed, then open Chrome and clear the following:

Download History

Cookies *

Cached Images and Files *

Passwords

Autofill Form Data

Content Settings *

Hosted App Data *

It's probably more than needs to be cleared, but it generally works and saves me from rebooting. I placed an * by what might be a likely culprit. I am also a Webroot user.

I would love to hear more from Esri on this. It is essentially forcing me to become an Edge or IE user and is extremely annoying in general...

Carl-MichaelAoanan

I do have an update, as I have been experimenting with this quite a bit recently. I have found that I often have Google Chrome open while using ArcGIS Pro or ArcMap. It seems like having Chrome open at the same time has a tendency to make the cursor in Pro/Map get stuck and become dysfunctional, forcing me to reboot the computer. When I use a different browser, like Microsoft Edge, this problem doesn't occur at all (I'm running Windows 10). I don't know if there is some sort of compatibility issue but I have found that this works for me 100% of the time. Note, I have not disabled my Sophos Antivirus software at any point, so this seems to be a weird, but functional workaround to the problem.

Carl-MichaelAoanan

Neither the c nor g keys work. I have to press Esc to make the zooming stop. When I press either the c or g keys, it starts to zoom in/out continuously until I stop it.

KoryKramer

Thanks to everybody for replying. So 2 of 3 are running Webroot and 1 Sophos. Carl-Michael, there are notes in the bug report saying that some customers have reported the behavior while running Sophos and Symantec but the vast majority are running Webroot. Note that we're investigating the issue, so that we're not entirely sure about the cause. There is a thread here https://community.esri.com/thread/53112 that seems like it is the same you're running into where the user can hit the c or g key to stop panning. See if that stops the zooming.

Carl-MichaelAoanan

I'm running Sophos antivirus. I wonder if this bug that you found might also be applicable to this software, as it might be something worth looking into as well.

SamMontoia1

I would just like to confirm that I am also using Webroot. It's an intermittent issue. I can't pinpoint the action or set of actions that I engage in that cause the behavior. but I am interested in this Webroot bug as an explanation, and of course resolution.

KoryKramer

We have a bug logged that seems to be related to having Webroot installed on the machine.

[BUG-000086476: The Zoom In, Zoom Out, and Pan tools from the toolbar become stuck in ArcMap after pressing the corresponding Z, X, and C hot keys.] I didn't want to just jump to that conclusion on this post before I heard back from one of you.

We're actively investigating this issue, but unfortunately, for now there is no listed workaround. I'm not familiar with Webroot, but is there a way to quickly disable it. At least for testing, you might disable it, work in Pro and see if it alleviates the behavior.

JacobWard

I am using Webroot! That seems like a promising lead. What can I do? Thanks

for your help!

KoryKramer

Sam Montoia‌, Carl-Michael Aoanan and Jacob Ward ‌ We're sorry that you're experiencing this issue in ArcGIS Pro. What antivirus are you using? Could it be Webroot?

Please let us know.

Carl-MichaelAoanan

I'm having the same problem as well, and have yet to find a solution. I find that if I restart my computer, and the program, then it works seamlessly about 30% of the time. If it doesn't work, I have to restart everything again. It's very frustrating.

SamMontoia1

I have just reverted to 2.1.0, and the issue seemed to be resolved, or at least I could avoid it. I didn't do anything specific, and I would say that this issue was at 2.0. Next time I will note it more carefully.

Robert LeClair

Interesting. I'm running ArcIS Pro 2.1.2, inserted a new layout, inserted a new Map Frame, clicked Navigate, held the Shift key down and Pro zoomed in rather than continuous, infinite zoom out. Just a question - have you seen the Keyboard Shortcuts for Layouts shortcut page? Also, what release of ArcGIS Pro are you using?

JacobWard

This just started happening to me - the program is essentially unusable, as I have to wait for it to quit zooming out or maddeningly hit Esc to get it to stop. It happens when I press Alt or Shift or simply attempt to left mouse click and drag to pan. Were you able to resolve? Thanks!

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