Intuos Pro (S) dis/connecting issues
Hi everybody,
I am struggling with a crazy technical aspect of my tablet.
It's been months now that my tablet keeps disconnecting from my computer (I am on Mac OS Ventura) and I cannot solve the problem. At some point, I cannot even click with the tablet, it starts to freeze completely so I have to restart my computer to reuse correctly the tablet.
It's not related to my cable or usb port. It is a driver problem.
If someone can help me to solve that damn problem before I switch to a mouse :D and put that wacom tab in the trash forever...
Thank you!
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Official comment
Hi Suleyman, I have created a support ticket for our team to reach out to you directly. Ticket: 1564331
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Experiencing the same. :/
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Im experiencing the same thing, but I have Monterey. I have to unplug my tablet before my computer wakes up or it will crash.
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Hi,
We would need more information to try and replicate the issue. Please use our logging tool as described here:
https://support.wacom.com/hc/en-us/articles/10010268158103-I-want-to-report-a-driver-bug-How-do-I-collect-Wacom-driver-logs-You can also check your Console App to see what is causing the crash: https://support.apple.com/en-gb/guide/console/cnsl664be99a/mac
Please contact our support directly with all these details so we can help troubleshoot the issue.
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I am also experiencing the same, it's very frustrating!
I am on Ventura 13.0.1, Apple Studio, Ben Q Monitor.
The amount of times I have had to close down and restart is crazy!
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- The problem is...you cannot do the below sequence because your Wacom does not work! So you are unable to open the Wacom Center etc??
- Next, use your Wacom Device normally and try to reproduce the issue.
- Once the issue you want to capture occurs, open the Wacom Center and click on the Settings button again
- Scroll down and click on Package log files
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Hi Julie,
Even if the tablet is not connected, you will be able to open the Wacom Center. If you are having an error message, then please let us know.
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Hi Thanks for your reply, but how can I when everything freezes and I have to hard shut down? I cannot access anything.
It happens far too frequently.
I have used WACOM for many years without it crashing and when I upgraded my system late last year I had to get the latest WACOM to be compatible and it has been continually problematic. To be honest was happy to see others above with the same issues....it is not just me.
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Hi Julie,
I have created a support ticket so we can check more in depth all the details and try to reproduce your issue.
Reference: 1569668
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I have the same problem, my tablet Intuos Pro M keeps on connecting and disconnecting all the time, is there any solution?
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Hi Tjitske,
Depends on the issue. We need a bit more information to help you.
- What is your operating systema and did you already install all updates?
- Did you already install the latest Wacom driver?
- How is the tablet connected to your computer? Cable or Bluetooth? Direct or HUB?
- Are there any error messages?
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Hello Joao,
Hereby the answers:
- Imac - 3,6 GHz Quad-Core Intel Core i7 - Ventura 13.4.1
- yes i installed all latest updates
- USB cable, just bought a new one, but same problem
- no, it just says again ' pen connected' and than the it disconnects again etc...
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Hi Tjitske,
Thanks for the details. It is still not clear though - are you connecting directly to the iMac, or through a USB HUB?
The tablet can disconnect and disconnect if the power is not stable so we usually recommend connecting connecting directly to the computer and trying different ports.
More info here: http://101.wacom.com/UserHelp/en/TestingTablet_Opaque.htmAlso, "pen connected" is not a message that our driver displays. Perhaps you mean a different message?
If you suspect this is a driver bug, please collect the driver logs and send them to our support team.
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Yes I'm connected with a USB cable directly to my Imac. I've tried different ports already, the issue stays the same. Hereby a screenshot of the constant message I receive. 'aanraking aan'
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to which email do I send the driver log?
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Hi,
When I translate that message to English, it states "Touch ON". Is that accurate?
This is a known bug that is documented here: https://support.wacom.com/hc/en-us/community/posts/15460450392471-Wacom-driver-keeps-disconnecting-touch-turns-off
Unfortunately there is no current solution I can offer aside from the workarounds mentioned in that thread.
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