Cintiq Pro 24 (DTK-2420) is not recognized in Wacom Center
Issue: Cintiq Pro 24 is not recognized in Wacom Center, and pen is unresponsive. I can no longer use this as a tablet display.
Device: Wacom Cintiq Pro 24 DTK-2420/K 2020
Driver: WacomTablet_6.4.4-2 driver
Windows 11 Pro Version 23H2
OS build 22635.2486
Windows Feature Experience Pack 1000.22678.1000.0
Device is connected by both DisplayPort (to NVIDIA 3090) and USB-A cable (to ASUS motherboard back I/O pane in USB-A 3.0 Gen 2 port, tried Gen 1 and Gen 2 ports).
It works as a display just fine and also shows up in Windows input devices and Windows audio devices. When I disconnect the USB-A cable, it disappears from the list of Windows input devices. But in Wacom Center, it is showing no device is connected.
What I have tried so far:
- I installed the latest driver, uninstalled, and reinstalled multiple times, rebooting computer in between
- I restarted the driver in Wacom Center
- I tried different USB ports
- I used a different USB cable
I noticed a post from a few months ago from someone having a similar issue with a Cintiq Pro 24 Touch that was resolved by using a different USB cable. Unfortunately, trying a different USB cable didn't resolve my issue.
I had previously successfully used this Cintiq Pro 24 with the same PC hardware maybe 6 months or so ago, but a couple months ago I performed a clean Windows install and upgraded from Windows 10 to Windows 11 Pro. Now that I am finally attempting to use my Cintiq since the clean Windows installation, it no longer is working.
I noticed that in the Windows 6.4.4-2 Release Notes, issue 8225 affecting DTH271 was resolved. "Wacom Center will now correctly detect the Wacom Cintiq Pro 27 if you disconnect it from your computer and then reconnect it." Perhaps this is a similar problem I am seeing with my Cintiq Pro 24.
I submitted a support ticket but figured I'd see if the community had any other ideas in the meantime. I'd appreciate any help I can get, thanks!
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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?
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@ 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 -
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-
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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....
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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.
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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.
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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,
Carson0 -
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.
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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.
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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!
Carson1
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