EK Remote Causing Mouse to Continuously Scroll
Hello Wacom Community,
I could really use some help.
My display is the Cintiq 24 Pro, about 4 years old. Recently the screen started glitching at random intervals which causes Windows to crash to a green screen, the only way out being to reboot the PC. During the course of trying to troubleshoot I uninstalled the device, changed the USB port the Wacom is plugged into and uninstalled the old drivers and reinstalled new one's (currently Driver 6.4.2-3).
I haven't had a chance to try to see if this works or not as during the install of the new driver I've developed a secondary problem; Regardless of whether I'm inside an art application on the Wacom display or not, when I wake up the EK Remote the screen on my PC as well as the screen of the Wacom itself begins to scroll downwards wherever the cursor is positioned.
If the cursor is on a web page on PC monitor the page will automatically begin scrolling straight to the bottom. If the cursor is positioned over the Cintiq Display and an art program such as Rebelle the canvas shrinks down to 1% and any menu within the program I point at starts to run minimize values; for instance if I point the cursor at a menu for brush controls the opacity slider or brush tip size begins run backwards to their minimum values, if that makes any sense.
If I restart the PC and Wacom the problem goes away until I wake up the EK Remote. I've tested this numerous times and the problem has been very consistent.
Any advice or help would be very appreciated, thanks in advance.
Jason Barron.
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Hi Jason,
Nice Avatar!
The Wacom Cintiq Pro wouldn't be able to cause Windows to crash as it is only receiving the video signal from the source.
This is definitely something with your PC - if there is a visual glitch, most likely there is a problem with the graphics card.
I highly recommend that you check the crash logs and contact Microsoft if you need help diagnosing the source.
As for the EKR, there is probably a hardware issue. You can confirm this by following the steps here: https://support.wacom.com/hc/en-us/articles/8495623978775-How-can-I-diagnose-an-issue-with-my-Wacom-device-ExpressKeys-In the meantime you can disable the problematic key or wheel and contact your regional support for repair options.
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Hi Jason. Did you ever find a cure for the auto scrolling and picture shrinking? I have lost two 32 inch wacom cintiqs to this problem. Keith
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@Keith Drury It's been a while since I dealt with that issue so my memory is a little fuzzy. Pretty sure the solution to the auto scrolling/shrinking issues was manually resetting the EK Remote, a process which involved taking off the remote's back cover and depressing a small "button" located under the cover with a pin and holding it down for a certain amount of time, something like 15-20 seconds. After that the problem went away.
Hope that helps:)
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