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Cintiq Pro 22 pro pen 3 keeps randomly disconnecting

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3 comments

  • João

    Hi Joanne T

    Thanks for reaching out. 
    Just to clarify, the pen doesn't actually "connect" to the tablet in the traditional sense. If the pen stops working for a period of time, then this could be due to: 

    • A pen sensor issue (Dead scan area)
    • A pen tip issue (not being able to interact with the sensor)
    • Pen driver crash

    It could also happen that Ps settings are not optimized and that rendering a stroke would cause the system some pause giving the appearance of the pen being disconnected and unresponsive. 

    To narrow this down, I have a few questions: 

    • Does this only happen with Photoshop?
    • When it happens, what do you see in the Wacom Center? Is there an error message?
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  • Joanne T

    I only use photoshop, so I'm not sure if it would happen on another program. But even if I closed photoshop, the pen still wouldn't work on anything. 

    There is no error message in wacom center. I do have package logs on in wacom center, though not sure how to open or share it here? 

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  • João

    Hi Joanne T

    Then we can rule out an issue with Photoshop and most likely the driver was well. If there was an issue with the driver, then you would have an error message. 

    Please check your connection and replace the USB cable if needed. If the problem persists, please reach out to the support team and provide them the logs you collected. 
    https://support.wacom.com/hc/en-us/articles/4402518273943-How-do-I-contact-Wacom-Support

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