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Frequent cursor hangs

Diane Miller

Wacom Intuos, MacBook M1 Pro, 12.6.3 (Monterey).  But this isn't new -- it goes way back.  In various software (mostly I use Photoshop, Lightroom and Word) I often get the cursor hanging for a minute or so -- always at very inconvenient time.  The Magic Mouse works while it's hung but it is driving me nuts.  Do I have something set up wrong?  I'm just using the basic pen as a cursor -- nothing fancier.  The tablet is plugged into the computer thru a powered UPS hub.  I don't have Bluetooth set up -- if I unplug the connection I can't move the cursor.

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Comments

18 comments

Date Votes
  • João

    Hi Diane Miller, 

    This could really be anything from power supply to 3rd party software interference but let's try to narrow it down. I will need to ask a few additional questions: 

     

    0
  • Diane Miller

    Thanks for the reply!  No beachball -- it just freezes, then works again in maybe 15-30 sec (haven't timed it but it seems to vary).  I'm good on the PS performance settings (the MacBook M1 Pro is great!).  But you may have pegged the problem with the hub.  I had never bothered to do a Bluetooth connection with the Wacom, so unplugged it and did that, abd used it for a while, then left it unattended for maybe an hour and came back to find it had disconnected.  So I plugged it back in but since then I haven't have had a hang. 

    BUT -- when I look at the Bluetooth dropdown the Intuos is now in the list (with the keyboard and mouse) but grayed out and doesn't want to connect.  But when I unplug it it quickly connects -- so it is apparently one or the other, not both.  I'll leave it unplugged and see if it stays connected and if that solves the problem.

    0
  • Diane Miller

    It just froze again and I clicked on the Bluetooth icon in the top bar and it shows it became disconnected.  I plugged the connection to the hub back in and it works again.  But I'm frustrated.  I wish there were more ports on the laptop.  There is one directly on the computer I can use for a while and it's in that one now so I'll see if it will not freeze that way.  Would a newer better hub work?  Any suggestions for one?  Why won't BT stay connected???

    0
  • João

    Diane Miller

    I don't have a specific hub to recommend, but I would suggest that you check with a local store where there should be some advisors or check online reviews if you buy from an online retailer. 

    Personally, I am on Windows so I can plug almost everything I need directly.

    For the Bluetooth connection, please check our recommendations here and let me know if this helps:
    https://support.wacom.com/hc/en-us/articles/1500006335342-How-to-optimize-Bluetooth-performance-with-Wacom-Tablets

    0
  • Alexandre Gaudey
    • Edited

    Hello Diane,

    Did you find a solution to your problem because I've had the same problem for years ! (since Mac OS 10.12 "Sierra", in 2016 I think).
    With or without a USB hub, the problem does not come from there. 

    0
  • Diane Miller

    Thanks guys!  I tried connecting with BT and had problems (answer above) but maybe should try again.  I connected directly (without the hub) and the problem was much less frequent so I got a better hub -- the Thunderbolt 3 Dock.  Needed it anyway for other reasons.  The hang still happens but less often and for slightly shorter  times.  Still at the most inconvenient times though!!  I think it happens mostly with MS Word.  I should start noticing.  All software is kept up to date.

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  • João

    Hi, we just released a new driver version that might help with this issue. 

    Please download and install from here: https://www.wacom.com/en-de/support/product-support/drivers

    Release notes: https://cdn.wacom.com/u/productsupport/drivers/mac/professional/releasenotes/Mac_6.4.4-2.html

    Please download, install, test and give us your feedback. 

    0
  • Diane Miller

    I downloaded it and installed and did the permissions thing -- OS 12.6.3.  I wasn't sure so gave Full Disk Access to Wacom Tablet Utility, Wacom Display Settings and Wacom Center app.  Should I have done all 3?

    It seemed to get started (after a reboot) and was OK -- UNTIL I tried to select a group of files to drag and drop to a different folder.  The Click-Shift-Click thing did not work.  I could drag individual files but couldn't select a contiguous group.  Using the mouse, I could.  (This always worked fine with the tablet/pen before I upgraded the driver.)  Then I got a message that some Wacom thing had quit (didn't see what it was) -- and the pen quit working -- cursor wouldn't move.

    My tablet says on the bottom only Intuos Pro.  That is not listed in your driver list.  It is Model PTH-660, serial # 7GQ00A1011734.  Did I get the correct driver?  I chose the one that said Intuos M. 

    And now, while I wrote this, the pen works again (moves) but still can't select a group of files as above.

    Please send me a link to the proper driver if I installed the wrong one!  Or else a link to the previous driver so I can get out of this mess. Thnaks.

    0
  • Diane Miller

    Today the driver seems to be mostly working, BUT using the pen, I still can't select a contiguous group of files (in any application) using click-shift-click  AND now I find Ctrl-click doesn't work with the pen, but it does with the mouse.  Mac OS 12.6.3, wireless keyboard, magic mouse.  There seems to be a bug with the driver?  (Driver described in the above post.)

    Do I have the wrong driver for my tablet (it is also described above.)

    Could I just get an answer?  Thanks!

    0
  • Alexandre Gaudey

    Hello,

    I installed the new driver this morning. After half a day of testing, the bug seems to be fixed. BUT, a new bug has appeared: the cursor freezes like before, but only once. After this brief freeze, the "command" key on the keyboard reacts strangely: it is systematically deactivated (as if I released the key) whenever I move the cursors with the tablet (with a mouse, no effect, everything works normally).

    Restarting the computer resets the "command" key, but the problem returns after a few seconds (tested with 4 restarts).

    This new bug is much more restrictive than the previous one, so, back to driver 6.4.3-2...

    0
  • João

    Hi Diane Miller, 

    I reproduced this issue and was able to find a recovery for it. 

    I mentioned this in the other thread:https://support.wacom.com/hc/en-us/community/posts/15460450392471-Wacom-driver-keeps-disconnecting-touch-turns-off?page=2#comments

    Please try the steps here: 

    1. Open Privacy and security > Input monitoring
    2. Disable WacomTabletDriver
    3. Restart Driver from Wacom Center
    4. Prompt will ask to reactivate WacomTabletDriver under Input monitoring
    5. Go back to Input monitoring and enable WacomTabletDriver
    6. Restart driver from Wacom Center again

    PS: Full disk access permission is not needed for any Wacom component. The only permissions required are the ones listed in the FAQ: https://support.wacom.com/hc/en-us/articles/4411693955095-Setting-up-the-Wacom-driver-with-macOS

     

    0
  • João

    Hi Alexandre Gaudey, 

    Please check my comment above. 

    0
  • Delano Jose

    Hi Joao, I have followed all your threads, done everything everywhere mentioned and still the keyboard does not work...no shift, no multiple selection, etc...it makes all work be unbearable. Going crazy here. Half a day lost. please help

    0
  • João

    Hi Delano Jose

    You also posted on an thread with an entirely different issue. I can see you have tried many things but it is not clear to me what your actual issue is. 

    Perhaps you could provide a bit more information about your setup and steps so I can try to reproduce the issue you have? 

    Cheers

    0
  • Helio Salema

    Hi João, I have the same problem as Delano. Intuos Pro PTH-660 running on MacBook Pro 16" with Mac Ventura 13.2. I tested with an external keyboard and the problem is clearly on the Wacom driver. Please fix it.

    0
  • Dominika Czerniak-Chojnacka

    Hi, tried everything — it is not working, heeeelp, I cannot work!!! And I need to! 

    0
  • Alexandre Gaudey
    • Edited

    Hello João and thank you for your help !

    I tried your solution, and it works for a limited time. After a certain time (variable, this can happen after 10 minutes or 1 hour) the cursor "jumps" for a few seconds and the problem returns.

    Repeating the deactivation operation in input monitoring and restarting the driver fixes the problem again, but it is a never-ending cycle.

    Edit : after a new cursor hang, the keyboard adopted a new strange behavior: the cursor acts in software as if the space bar was pressed. I can type text in Chrome (like now) or the finder, but in Photoshop, Illustrator and Indesign, no matter which tool I select in the toolbar, I am in hand tool mode permanently...
    So, back to 6.4.3-2 again :/

    0
  • João
    • Edited

    Hello everyone, we are aware of the modifiers bug and working on a fix. 

    Please try the temporary workaround steps I mentioned above or roll back to the previous driver version. 

    I will update the main thread once there is more information: https://support.wacom.com/hc/en-us/community/posts/18519752253207--Main-post-Mac-OS-Modifiers-Shift-Command-Control-click-not-working-with-pen-clicks-after-6-4-4-2

    Thanks everyone for being patient. 

    Cheers

    0

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