Cintiq Driver 6.4.2-4 not working with Mac OS Ventura 13.5

Sven Riegel

• August 01, 2023 18:23

Hi,

Since 2 days my Apple Computer is not detecting my Wacom Cintiq, before it was working seamlessy. Every time I start my Apple Computer my Wacom Center doesn't detect any tablet at all, I will receive the error message: "The tablet driver is not responding. Restart Wacom Center. If this doesn't work please contact the support". I restarted it, but the Wacom Center is not finding any tablet at all. 

I tried everything possible written on that website https://support.wacom.com/hc/en-us/articles/9753655984663-Is-there-a-driver-for-macOS-13-Ventura- but still receiving the error message.

I wonder if its related to the latest update Mac OS Ventura 13.5 that was released some days ago?

Because I tried to install the driver on a 2nd computer also Mac OS Ventura 13.5, also not detecting anything, even if I went through all the steps on the website mentioned above.

Please advise. Thank you

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  João

  • August 02, 2023 07:06

  Hi Sven Riegel, 

  Did you try the steps here: https://support.wacom.com/hc/en-us/articles/1500006339902-What-does-the-error-message-The-tablet-driver-is-not-responding-mean-and-how-do-I-fix-it-

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  Sven Riegel

  • August 02, 2023 07:21

  Hi @João,

  Yes tried this steps and it’s was also on before, doesn’t do anything. Still same error message.

  Thanks,
  Sven

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  João

  • August 02, 2023 08:34

  Hi Sven Riegel, 

  Then perhaps the permissions have become corrupted. 

  Please try removing them manually and re-adding them using the "-" button.
  

  Full steps:

  1. Unplug the tablet
  2. Remove the permissions manually with the "-" button.
  3. Restart the Mac
  4. Plug the tablet
  5. Follow the prompts to re-add the permissions

  Note: If the issue persists, then try creating a new user account and checking if the issue also happens there. 

   

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  Sven Riegel

  • August 02, 2023 18:33

  Thanks João,

  I tried to follow your steps, but it didn't work. Neither a new user account - same procedure no result. Just FYI your steps doesn't work for Desktop Computers like the MAC Studio, when you need to unplug the tablet first.

  I reset the whole computer (deleting files and setting), but even though the Wacom is not getting detected. 

  What other steps can I do?

   

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  João

  • August 03, 2023 10:33

  Hi Sven Riegel, 

  Sorry, should have been more clear, you only need to unplug the USB cable. The video cable can remain plugged since it operates independently from USB. 

  When you reset the computer did you also reset the account? All the permissions that could block the driver have been checked so we are running out of options.

  Just to confirm, when the tablet is plugged, powered ON and you open the System Info, do you see a Wacom device listed under USB? 

   Should look more or less like this:

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  Sven Riegel

  • August 03, 2023 14:53

  Hi João,

  No worries. My Wacom is usually plugged in through USB4 (USB-C). But I also tried everything with HDMI and the USB cable. 

  I reset everything account, settings and files. When my Wacom is powered ON it works perfectly as screen, but no Wacom Driver is detected - I can't use the pen at all. Also in the system information I can't find the Wacom.

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  Sven Riegel

  • August 04, 2023 05:49

  Hi João,

  I have a feeling it might be the hardware of the Cintiq 32. Since I tried to plug in the graphic tablet into my windows computer (not detected), into an older Mac Book (not detected). And this morning I tried to plugin a Cintiq 22, which got detected. 

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  João

  • August 04, 2023 08:19

  Sven Riegel

  That is unfortunate. This pretty much confirms a hardware issue with the Cintiq Pro 32. 

  I see you have already opened a support ticket. We will follow up with to check for repair options shortly. 

  Cheers

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