Cintiq Pro 24 PT Disconnects after System Wakes Up from Hibernation
I have been having an issue after updating to Mac OS 15 Sequoia. What happens is I lose all Touch functions and Pen functions, I can't even use the top touch menus to turn on/off the touch option, or any of the other 4. This only happens after my Max Studio goes in hibernate/sleep mode and then I wake it up.
If my computer is completely turned off and I start it up, the Wacom Cintiq works like a champ no issues. But when I step away from it and my system goes to "sleep" and when I wake it back up, that is when the problem starts. My Wacom turns into a $2,200 monitor only with no touch or anything. Even when I go to the Wacom Center it says there is "no device" after waking up. The only way to fix it is to save everything and do a system restart or shut off my computer and turn it back on, then the Wacom is once again found, it works and shows in the Wacom Center as connected.
I have sent many emails to this company and all of them have no idea why it is doing this. I even hav an email from one person telling me it is a know issue, while a different email from a different Wacom rep says they never heard of it. I have them all saved if there is a Wacom employee on hear doubting me.
Here is my Set-up:
Wacom Cintiq Pro 24 PT Drive Ver. 6.4.9-2 (using the Supplied USB C cable)
Apple M2 Max Studio: 96 Gb Ram, 12 Core CPU, 38 Core GPU, 16 Core Neural Engine, 1 TB SSD. Operating System is Sequoia 15.3.1
Things I have tried but did not work:
1. 3 different USB C cables
2. Plugging the cable into differt USB-C ports in the back and front of my MAX Studio
3. Re-installing the Wacom Driver (4 times)
Like I said the only thing that works is to either save and turn off and turn back on my computer, or Save and re-start my computer.
I am a photographer and I need something reliable, maybe this system is no longer good with the newer Mac processing and operating systems.
Have any of you out there have this issue with your M2 Max Studio and Wacom Cintiq Pro? Do you know of any other good company I might try out instead of fighting with this issue and the non-helpful emails from Wacom? At this point I am looking at just ditching this and getting something new maybe just a tablet type of system with no display, less space and possibly less headache.
Thank you for looking at this and any help or leads on something new that wont break the bank for cost.
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Hi Jason Aldrich,
If the driver shows no other message besides the "no device" message connected, this means that the driver is running, but simply not seeing any device connected.
When this happens, please open the System Information, and check if the Cintiq Pro is listed under USB devices.
If the device is not listed there, then the problem is not the driver or the USB cables, but something is not allowing the USB ports to "see" the device.When it happens you can also try to power cycle the Cintiq Pro - restarting the power on the Cintiq might force the USB ports to wake up as well.
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So when I "woke up" my computer this morning, as normal I lost all functions except to be able to use it as a monitor.
I tested what you stated in your above response.1. I went and looked to see if the Cinitq Pro was listed in the USB area and it was. So that is all good.
2. I then tried to power cycle the Cintiq Pro, I unplugged it and waited for 30 seconds and then pluged it back in and nothing. still did not work. I tried it agian 2 more times the 2nd time waiting 1 min. before plugging it back in and the 3rd time waiting 2 min. (as if this really mattered) but hey I tried it. and still nothing only a $2,200 monitor with no touch.So "power cycling" is not a work around. Unless I did not do it right and there is something other than unplugging and plugging back in.
At this point I found some other articles last night that talked about sitting your computer to NEVER sleep and to set it that the monitor can go to sleep but the computer itself does not.
So I tried that, I turned my system to not sleep when monitor is off and my system to never sleep. I turned off my monitor and walked away for about a hour.
When i turned my monitor back on, everything worked. I am thinking it worked since the Mac never went into sleep mode causing the issues with the Driver or Driver interface.
However....this is not a good work around. I like my Mac to sleep so it is not always consuming power thus maybe lowering its life.
I then turned my system back to being able to to go sleep. walked away, everything was working great. came back woke it up and nothing. just a $2,200 monitor.
So this confirms my thought that once the computer goes to sleep and it wakes back up it looses the Driver connection to enable the Cintiq Pro to have touch not only that nothing shows up even the Remote which would be normal since the driver no longer being shown as connected.After that I went in and clicked the "test Driver" button. and it comes back as functional and nothing wrong. So the installed Driver is Good, but after the system sleeps and wakes the system looses the driver connection.
So what I did was press the "reset driver" button, and BANG it works.
So here is my take away from this experience:
1. the 2023 M2 Max Studio will loose the access to the Wacom Driver after the Mac wakes up from sleep. you can still use the Wacom as a monitor, but that is it, no pen, no remote, no touch functions NOTHING.
2. This Problem only stated after installing OS 15. I am sure just like all companies Apple will say it is a Wacom Issue and Wacom will say Apple issue. Who is right or wrong doesn't matter.
3. I found 3 ways to work around this issue. with the 3rd one being found out today (2/24/25).
A. Fix #1: This is what I was mainly doing for a month or more. You need to save your work and then restart the machine and the MAX Studio will re-establish the Driver and everything will work till you walk away and it goes to sleep. A easy fix to this if you need a bathroom break or to step away would be to plug in a usb (mouse jiggler" so when you get up turn it on and it acts like your mouse and moves the pointer very very small steps to keep the computer "active", then when you come back turn it off and get back to work.
B. Fix #2: Not recommended, but depending on your Apple system you could set the following...#1 set the system not to sleep when monitor is turned off, and #2 set the system to NEVER to sleep. This could have some issues maybe with more power being used when you are not working, and maybe shorten the life span of computer because it is ALWAYS on. and not sleeping when not in use.
C. FIx #3: I just tried this today and this is what I will be using so i do not have to restart every time and it allows me to keep my system in sleep mode when not using. Go to your Wacom Center, click Test Driver to make sure it is still good. then click "reset driver". this will fix it and your driver and mac will re-link like a long lost lover and everything will work again...that is untill the system goes to sleep and then you will need to "reset" driver again. but at least you do not have to save your work and then re-start the system or turn all sleep mode.
is it ideal...no. but I highly doubt anything will be fixed to work correclty on either end. like I said, I have no idea if it is a comm. error on Wacom side or Apple side. but this is the ONLY thing i have plugged into my USB-C that losses driver connection or connection when the system wakes up. All my external Drives have no issues, my multi camera do not for my youtube stuff, my lable printer driver and printer driver is all good.....it is just Wacom. so........yeah.
So in short, re-start the diver after waking up the system and you will be good to go.0 -
Thanks Jason - I've been having the same issue and have been re-installing the driver every other day... good to know I can restart it as a workaround.
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Hi Jason... just to say I'm seeing a similar problem here. The Cintiq Pro 24 (latest version) keeps disconnecting and reconnecting from my Mac Studio M4 Max. No warnings etc, just a flicker of the notice telling you "Touch on" and "Touch Off".
The cables etc are all the same ones used with my MacBook Pro. That MacBook Pro had exactly the same issue you're having now and I used to use the "Driver Restart" button in the Wacom settings.
So a slight improvement (in a way) over the MacBook Pro but at least that only happened once a day. Hopefully Wacom can resolve the temperamental firmware soon!
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Jason, thanks for this! I had the exact same issue and it was eating up a lot of time to restart my iMac each time.
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