Cintiq Pro 22 pro pen 3 keeps randomly disconnecting
I have a Cintiq pro 22, it's very new with the pro pen 3 and the pen keeps randomly disconnecting.
Relevant information:
- Windows 10
- The display still works, it's just the pen that stops working and I'm in photoshop.
- I uninstalled the driver and reinstalled
- If I turn off the display with the power button on the back and then turn it back on (or restart my computer) then it will work again. But very disruptive to work.
- I think it initially worked when I got it a few weeks ago and then suddenly started having this issue.
- Also want to mention that my work is pretty graphics intensive, so I wonder if that has anything to do with it.
Help would be appreciated, thanks!
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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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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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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-Support0 -
I'm having a similar issue, also using a Cintiq Pro 22 with a Pro Pen 3. I haven't had or used the device for long, I've just got a new PC I'm using it with and I tried to really get into using it today... then noticed that the pen isn't responding as it should. Touch is unaffected and seems to work normally but I put the pen to the screen and it doesn't respond unless I put it in the bottom quarter of the tablet area.
Running Diagnostics indicates that proximity on the pen is out on a large area of the screen, making it unresponsive. However, if I move the pen to the bottom quarter of the screen, it seems to pick up. I can then use the pen around other areas of the screen for a bit, but if the pen is moved away from the tablet surface then it becomes unresponsive again. That is, until I move the pen to that lower part of the screen.
I've tried replacing pen nibs, that's made no difference. I've done a driver update today after I noticed this problem and no change. Have restarted the tablet and the machine, the problem persists. There have been no error messages, just seems to be a proximity issue with the pen only being responsive on certain areas of the screen. Not limited to any particular app or program, this is how it's behaving when using the Cintiq/pen for anything on the PC.0 -
I think I've actually found what the problem is in my case. I tried changing the port that the Cintiq USB-C cable was plugged into and all the issues seem to have been resolved, it's running smoothly and correctly and the pen is responsive as it should be. Originally I had the USB-C cable going into a port on the back of my PC with an extension cable. Today I removed the extension cable and plugged the USB-C directly into another port on the top of my machine. Evidently the hardware seemed to prefer this arrangement. I already know from experience that some hardware doesn't work well if plugged into a USB hub (e.g. I found that an external SSD refused to register when plugged into a hub), it seems to need to be plugged direct into a port on the machine - which would appear to be the case here.
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