Wacom Cintiq pro 16 and Macbook Pro can't recognize

TK

• 21 novembre 2023 14:43

I have Macbook pro OS 12.7.1. If I connect Cintiq with hdmi+hdmi cable, the Cintiq's screen is on, it's like an external screen and when I check Wacom Center, it can't find the device. Pen nor the touch is not working on the screen. If I connect Cintiq with ubc c + A cable (my comp has no c port, only a port), Wacom center finds the device but the Cintiq's screen says "no signal" and goes to "sleep mode". Cintiq's screen reacts to the touch and pen (but those don't work properly and the screen is black). 

I have checked on all the accessibility for Wacom drivers/apps in Security system. The same for folders and files. I have downloaded the latest driver for Cintiq. I don't know what to do anymore. Thank you in advance.  

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• Commentaire officiel

  

  João

  • 22 novembre 2023 14:06

  TK, 

  Yes, you need to connect both cables. HDMI carries the video signal from the computer to the Cintiq (like any other display) and USB carries the pen data from the Cintiq to the computer. 

  Both must be connected to work.
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  João

  • 21 novembre 2023 16:53
  • Modifié

  Hi TK, 

  Are you connecting both the HDMI and USB cable at the same time? From what you describe, video is working and the USB connection is working independently, there where is no issue with the device at all. 

  I anyway advise you to review the connection guide below: https://support.wacom.com/hc/en-us/articles/4405476338199

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  TK

  • 21 novembre 2023 20:34

  Hi, thank you. I will clarify my answer: I don't connect them both at the same time. I have tried these both independently. I just don't understand why my comp doesn't recognize the Cintiq when I use hdmi cable. And for usb a, my comp recognizes the device but Cintiq's screen is black, and says no signal.

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  TK

  • 21 novembre 2023 20:40

  Ah sorry. Do you mean that I have to connect two cables from the Cintiq to the laptop?

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