Connectivity Issue with CTL-490 Pen Tablet - Requesting Assistance

Jakob Weber

• July 25, 2023 20:21

Dear Wacom Support Team,

I hope this message finds you well. I have been a satisfied user of the CTL-490 Pen Tablet for several years without encountering any problems. However, upon trying to use it again last week after a year of non-use, I encountered an issue that I'm hoping you can help me with.

The problem I am facing is that the tablet disconnects approximately every 10 seconds and then automatically reconnects itself. As you can imagine, this frequent disconnection becomes extremely disruptive and hinders my ability to use the tablet effectively.

In my efforts to address the issue, I have followed the instructions from various YouTube videos and support articles. I have reinstalled the tablet driver several times, attempted troubleshooting steps, tried different cables, and ensured that the problem does not lie with my computer. Regrettably, despite these attempts, I have not been able to resolve the problem.

I am reaching out to your support team in the hope that you can provide guidance and expertise to identify the root cause of this issue and find a suitable solution. Any assistance you can offer would be greatly appreciated.

If there are specific troubleshooting steps that I might have overlooked or any additional information you require, please let me know, and I will gladly cooperate.

Thank you for your time and attention to this matter.

Best regards,

Jakob Weber

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  João

  • July 26, 2023 07:07

  Hi Jakob Weber,

  Sorry to read you have not been able to solve this yet. 

  This seems like a power issue at first glance. I see you have opened a support ticket so I will let the team get in touch and help you with the issue directly. 
  In the meantime, you can try these steps here: https://answers.microsoft.com/en-us/windows/forum/all/usb-randomly-disconnecting-and-reconnecting/07fe25f9-d507-4e37-846b-07e484de2213

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  Jakob Weber

  • July 26, 2023 09:37

  Dear Wacom Support Team,

  Thank you for your advice in the previous post. Your suggestion about a potential power issue resolved the problem with my Wacom tablet's disconnection after I uninstalled the USB root hub drivers and restarted my PC. Your support team's prompt response and assistance were greatly appreciated. Thank you again for your help!

  Best regards, Jakob Weber

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