Cintiq 16" Display turns off and on after update to macOS 14.2

Kevin C

• 11 décembre 2023 22:55

Hi There,

I updated my Mac Pro 2017 to Sonoma (14.2) today, and now my Cintiq's display will turn off completely (and then PhotoShop and Illustrator get 'pushed' to the main display) for about a second or two. Then, the display comes back on (and the programs get sent back to the Cintiq), without much reason that I can tell.

The display has been working perfectly fine up until today. I have checked the cable connections and cannot replicate the problem by moving/wiggling stuff around to reveal a short in a cable.

I thought this might be a driver issue, and updated to the newest driver available at Wacom. That didn't help. Then I tried resetting the driver. No help. So I unplugged the Cintiq, uninstalled the driver, reinstalled the driver, and reset the computer. Then plugged the Cintiq back in. I followed every step the trouble shooting art here gave: https://support.wacom.com/hc/en-us/articles/1500006264581-How-do-I-uninstall-and-re-install-the-Wacom-driver-on-Mac-OS-for-a-Pen-Tablet-Pen-Display-or-Pen-Computer-

The problem is still persisting.

I'd really like to get help with this. I used to be on macOS 13, but found out support from Apple was ending. I updated because several of my coworkers did, and have had no issues with their tablets (I'm the only one on a display tablet though). I've exhausted most of my options, have already looked online to see if anyone was having this problem, and came up empty handed.

Thank you for your help!

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  João

  • 13 décembre 2023 10:40

  Hi Kevin C, 

  It seems like the display connection is being cut off temporarily and then resumes. 

  Just to clarify, display issues are not connected to the Wacom Driver as the driver only controls the pen input and not the video output from the Mac. 

  If the image is cutting off temporarily, then the issue can be with your Mac video output, the video cable or the Cintiq itself. 

  Questions: 

  • When the image cuts off, is there any message on the Cintiq 16 Display or does it just go black? 
  • Assuming you are using MacBook Pro from 2017 which has no HDMI ports and that you are using an adapter to connect the Cintiq 16, have you tried replacing the adapter? 
  • Could you test your Cintiq 16 on the computer of one of your co-workers? 

   

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  Kevin C

  • 13 décembre 2023 15:34

  Hi There,

  Thanks for responding! Regarding your questions:

  • No message is displayed - it's only off for a second or two and then comes back on
  • I have now! When I wrote this thread I hadn't changed it, but then our IT guy gave me a new HDMI-to-USB adapter. So far it's been working much better. Not a single black screen! Which is weird - the original adapter was made by Apple and worked fine in an older version of macOS, and this one is a third party (Insignia) adapter.
  • If the problem comes back, I will give this a shot and let you know how it goes!

  Thanks again!

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