Skip to main content
Back

Cintiq Pro 24 (DTK-2420) is not recognized in Wacom Center

Comments

10 comments

  • João

    Hi Thomas Jones

    When the tablet is plugged to the computer to the mainboard and you see that is listed as an input device, do you mean in Windows Device Manager under "Human Interface Devices" like this? 

    Also, would it me possible to test the connection with a different computer? Maybe you could also test with the USB-C port instead since this also transfers data? 

     

     

    0
  • Alyssa Wichmann

    @ João I've been having the same issue too and tried all of the same fixes, but my tablet doesn't even show up (or at least not as Wacom Tablet) under the "Human Interface Devices"


    Is there anything else we can do to try to fix this?

    0
  • João

    Hi Alyssa Wichmann

    When the driver is properly installed and a Wacom device is connected, it should always appear under Human Interface Devices. If that is not the case, the there is an issue with the data connection. This means you should:

    • Try a different compatible cable
    • Try a different USB port (if available)
    • Try a different adapter (if using any)
    • Try a different computer even

    If none of that helps, then the Wacom device itself is most probably defective and needs to be repaired. 

    If you have already done all those tests and you think there is a problem with your device, please contact the support team and provide them a description of the issue, copy of the proof of purchase and the serial number of the device. 

    https://support.wacom.com/hc/en-us/articles/4402518273943-How-do-I-contact-Wacom-Support-

    0
  • Henrik Gilde

    I`m experiencing the excact same problem as above and it is exceptionally frustrating- I`ve been wasting several days trying to resolve this issue. I`ve been using the same setup/cable configuration for years and have had no problems - then suddenly about 1 month ago (mid november) the problem started (I`m on the Cintiq Pro 24 non touch version). I believe the issue must be firmware/software related (wacom/windows). Can Wacom please resolve this issue!? I`s rather odd that several of our Wacom Cintiq Pro 24 DTK-2420/K 2020 should just suddenly stop working....

    0
  • Chris DB

    I'm having the same issue. My Cintiq 24 PRO non-touch worked just fine on my Macbook Pro. Then I got a Galaxybook Pro 3 360, and using the same cable and installing the latest driver, I have not been able to use it as a drawing tablet. It only functions as a screen.

    0
  • João

    Hi Chris DB

    Can you clarify how you were connecting to the Mac and how you connecting to the GalaxyBook now? 

    From what I can see, the Galaxybook also has an HDMI and USB-A ports, as well as Thunderbolt (USB-C). You should be able to mix and match and see what works best for you.

    Just be aware that not all USB-C ports are implemented in the same way. It is not clear however how the implementation of this USB-C port is done from Samsung so you might need to check with them as well. 

    0
  • R Mataxis

    Add me to the list.

    My Wacom Cintiq Pro 24 works just fine with my 2017 iMac Pro 5K and my M1 Max MacBook Pro 16. 

    Alas, my brand new PC running Windows 11 sees it as a screen via HDMI or Display Port, but not USB C. I've used USB-A to USB-A and USB-A to USB-C cables to carry the pen/touch data... but no dice. The PC does NOT see the tablet and "Wacom Tablet" is nowhere to be found in the Human Interface Devices list. Please help! 

    Thanks,
    Carson

    0
  • João

    Hi R Mataxis

    I assume you have installed the Wacom Windows driver correct? 

    If the tablet is not being detected under HDI this can only mean that the connection is not successful and that you need to review the USB ports and connections. As you confirmed this works with a Mac computer, I assume the cables are working fine as well. 

    0
  • Henrik Gilde

    Would not get get my hopes up R Mataxis. Wacom doesn`t care about their customers and their support team are completely incompetent in my experience. You should probably go back to using your Macs.

    0
  • R Mataxis

    I am happy to report that this cable fixed my issue! 

    https://www.amazon.com/dp/B075XHCLDQ?ref=ppx_yo2ov_dt_b_product_details&th=1

    1. Turned off PC.

    2. Connected PC to Wacom Cintiq Pro 24 via HDMI cable. Did NOT connect USB yet. 

    3. Turned on PC.

    4. Plugged in new USB. 

    5. Launched Wacom software (if it didn't auto-launch at startup), and I believe it installed the proper driver and I was good to go. 

    6. Calibrated my pen, and got down to work. 

    Hope this helps someone! 

    Carson

    1

Please to leave a comment.

Please sign in to leave a comment.

Didn't find what you're looking for? Create a ticket New Post

Support
Feedback