Wacom Mobilestudio Pro Randomly restarts (20 times in 7 days with heavy use)
Bought this Wacom Mobilestudio Pro 16 from Wacom directly as a refurbished pen tablet, now a few years ago.
It randomly restarts and this is really getting to me. It has always done this but never used it thorougly enough to be really bothersome until last year, when i began using it more frequently. At this point it is my main computer.
I'm pretty lost at what to do, as i need this computer for work :(
Log Name: System
Source: Microsoft-Windows-Kernel-Power
Date: 8/03/2024 18:14:34
Event ID: 41
Task Category: (63)
Level: Critical
Keywords: (70368744177664),(2)
User: SYSTEM
Computer: DESKTOP-P29V8R6
Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-Power" Guid="{331c3b3a-2005-44c2-ac5e-77220c37d6b4}" />
<EventID>41</EventID>
<Version>8</Version>
<Level>1</Level>
<Task>63</Task>
<Opcode>0</Opcode>
<Keywords>0x8000400000000002</Keywords>
<TimeCreated SystemTime="2024-03-08T17:14:34.4675437Z" />
<EventRecordID>321982</EventRecordID>
<Correlation />
<Execution ProcessID="4" ThreadID="8" />
<Channel>System</Channel>
<Computer>DESKTOP-P29V8R6</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data Name="BugcheckCode">0</Data>
<Data Name="BugcheckParameter1">0x0</Data>
<Data Name="BugcheckParameter2">0x0</Data>
<Data Name="BugcheckParameter3">0x0</Data>
<Data Name="BugcheckParameter4">0x0</Data>
<Data Name="SleepInProgress">0</Data>
<Data Name="PowerButtonTimestamp">0</Data>
<Data Name="BootAppStatus">0</Data>
<Data Name="Checkpoint">0</Data>
<Data Name="ConnectedStandbyInProgress">false</Data>
<Data Name="SystemSleepTransitionsToOn">0</Data>
<Data Name="CsEntryScenarioInstanceId">0</Data>
<Data Name="BugcheckInfoFromEFI">false</Data>
<Data Name="CheckpointStatus">0</Data>
<Data Name="CsEntryScenarioInstanceIdV2">0</Data>
<Data Name="LongPowerButtonPressDetected">false</Data>
</EventData>
</Event>
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Unfortunately, the log does not provide that much detail.
The issue could be caused by power supply issues, memory or a corrupt disk.
There are a few things we can try:
- First make sure Windows and all additional drivers are fully updated - https://support.microsoft.com/en-us/windows/update-windows-3c5ae7fc-9fb6-9af1-1984-b5e0412c556a
- Check your power supply and make sure it's not damaged
- Change power mode to Balanced: https://support.microsoft.com/en-us/windows/change-the-power-mode-for-your-windows-pc-c2aff038-22c9-f46d-5ca0-78696fdf2de8
- Check the battery health: https://support.microsoft.com/en-us/windows/caring-for-your-battery-in-windows-2db3e37f-5e7d-488e-9086-ed15320519e4
- Check the PC Health App for any alerts: https://support.microsoft.com/en-us/windows/how-to-use-the-pc-health-check-app-9c8abd9b-03ba-4e67-81ef-36f37caa7844
- Check for the cores temperature when working intensively - you can use CoreTemp or any other app of your choice. If the temperature is too high, the MobileStudio Pro might not be able to exhrasut heat as efficiently and might need to be cleaned up.
If the issues persist overall, please reach out to your regional support team: https://support.wacom.com/hc/en-us/articles/4402518273943-How-do-I-contact-Wacom-Support
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Thank you João for your help, greatly appreciated.
-Win10 fully updated, Not sure how to check drivers though.
-No visible damage to power supply or chords (Have tried in the past also with different outlets and different electrical boxes, problem persists)
-Power mode changed to lowest setting
-Battery report reports 74.000mhw with a remaining full capacity of 67.000 on 22106 cycle counts
-PC Health check doesnt give me much more information besides an almost full (95%) storage capacity. Figuring i need to clean this up. However it has had the restarting behavior even before the storage was 'full'. I have recently bought an external SSD to address this problem of storage.
-Installed CoreTemp to check temperature. I will need to keep an eye on this and will report if i can gather information about temperature when the failure happens. Premature testing shows, with Photoshop, Illustrator and After effects open, having a medium to heavy load, temperature does not surpass 70 degrees Celcius on both cores.I will check or read up on drivers in an hour and try the link for the regional support team. Thank you for your help.
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Just wanted to follow up with this: Contacted Wacom customer support for help but all they managed to do is infuriate me.
I have a very strong feeling Wacom sold me a refurbished 'lemon' for about 2300€ (i forgot the exact amount) with some kind of hardware problem that causes the restart, where the technician did not find a fault or could not replicate the issue and then they just resold the dang thing to me. My biggest mistake was not identifying the problem quickly and not sending it back instantly. Sending it back now would be at my cost, a new mainboard would cost 1620€. (Why and how he instantly and effortlesly managed to identify needing a new mainboard after i asked him to check the device history before i bought it is highly suspicious to me)
To any other MobileStudio users:
-If you bought refurbished, your warranty is now only a year. Keep that in mind.
-Don't put in extra memory in the backslot of the second gen Mobilestudio, unless you don't care about warranty. Opening and installing memory will void warranty too.Wacom lost a customer in me today.
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I completely understand that this can be very frustrating, specially if this is your main working device. Also, I am sorry the experience with the Support team has been bad.
Unfortunately, since this is a compact device and most components are all integrated in the mainboard, if there is indeed a defect, it needs to be replaced entirely. Unfortunately this is the most expensive component of the MobileStudio Pro.
I will check with the support team if there would be other options we could consider to assist you.
Additionally, there's a few things I would like to clarify to not mislead other users.
- Wacom refurbishment process includes the inspection, cleaning and repair of any technical issues. Note that only a very small amount of devices subject to refurbishment were returned due to technical issues.
I believe that if there was a technical issue present at the time you purchased the device, this would have already been detected by you.
More details: https://support.wacom.com/hc/en-us/articles/1500006268901-What-are-Wacom-Refurbished-Devices - Adding RAM to your second generation MobileStudio Pro DOES NOT VOID the warranty. I can understand there is some confusion on this topic so please allow me to clarify:
You can open the back and install any SSD or RAM without voiding the warranty. What the warranty does not cover is damage caused during the installation process.
More details: https://support.wacom.com/hc/en-us/articles/1500006263501-How-do-I-change-the-SSD-and-or-the-RAM-of-my-MobileStudio-Pro
0 - Wacom refurbishment process includes the inspection, cleaning and repair of any technical issues. Note that only a very small amount of devices subject to refurbishment were returned due to technical issues.
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Hi João,
I received another e-mail from Wacom Support following your reply.They did make some effort to look up device history, but there was no history of being defective. They assume it was a demo model.
They also provided me with more detailed steps and information to send in the model to get it repaired. At the moment (it's my main pc) this is not an option
Now, i am not imagining this, this problem was there from the moment i received it. At the time i did not use it so much for it to become obvious and i probably wrote it off as a software issue (Adobe anyone?) Anyway, i suppose this will remain my issue until it completely dies or i use my savings to buy new machines.
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Kristof Smessaert Did you ever get the issue resolved? My Mobile Studio Pro 16 is doing the SAME thing, and I'm in the middle of an intense deadline... try to plan out what to do...
Thanks in advance for any help!
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Hi Pete Scalzitti,
I can only advise you to try the same steps I mentioned above. I would recommend that you backup your work just in case and that you contact the support team to get a repair process started. You could then finish your deadline and send the MSP for an inspection when it's more convenient.
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Hello, Pete Scalzitti, João,
No, never got it resolved. Support was really nice, but ultimately it was still kind of my problem and i didn't feel like spending that close to the retail value of the machine to get it fixed after i sent it in, and at the same time having to miss it for an extended time.
I'm still kind of forced to use it however, or i've refused to buy something new sofar :)
I hope Pete, you can meet your deadline at least!
Best regards.
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