Cintiq pro 27 Device registered, acknowledged by PC, Wacom software won't detect device.

Jake Watson

• October 11, 2023 23:02

Windows 11 64. Cintiq pro 27 has latest drivers. I can see the device as a display. Wacom Center will not recognize the device.

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  João

  • October 12, 2023 08:51

  Hi Jake, 

  Most likely the data component is not properly connected. Note that Pen displays need a video and data connection

  Please review the connection instructions for the Cintiq Pro 27 and make sure everything is correctly connected. 

  https://support.wacom.com/hc/en-us/articles/9168879219095-How-do-I-connect-my-Wacom-Cintiq-Pro-27-2022-to-my-computer-

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  Marina OrtegaLorente

  • October 13, 2023 17:52

  I got mine yesterday and it's the same. I tried out all the connection options, tried in a laptop too, old drivers, newest drivers, updated Windows, but it is still just a monitor with no cintiq functions (it doesn't detect the pen at all, or any touch) as it is not detected by Wacom. I also had to use HDMI, because with the displayport my pc was getting stuck while loading Windows if the Cintiq was connected, which for some reason didn't happen with the HDMI.

  I'm awaiting solutions from support by email, but it was definitely not what I expected to have in a device like this. My old Cintiq 27QHD was working fine. Let's hope we can solve this, as it would be a pity to send this piece back.

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  João

  • October 16, 2023 07:31

  Hi Marina OrtegaLorente, 

  I see you have a support ticket already and that you are working it out with the team. From what I read here and in the support tickets, I think this is most likely and issue with the Cintiq itself. 

  The team will follow up with you with the next steps. 

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  Marina OrtegaLorente

  • October 16, 2023 10:58

  Hi again! I just made it work! I didn't know the usb C connections in the Cintiq itself were different. So I was using the one at the right destined for data and video in one, while using the display port or hdmi connection too. When I realized that if you need display port or hdmi you need to use the usb C at the left of the Cintiq , I changed it and it worked. So happily it seems it is not defective, I need to test it more but seems to be working fine. I am just leaving this here in case it helps someone.

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  João

  • October 16, 2023 11:23

  Hi Marina OrtegaLorente, 

  Thanks a lot for letting us know! This will definitely help.  

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