Intuos Pro PTK670 Stylus Routinely Stops Responding
Hey All,
I've been having an ongoing issue with my tablet & stylus. I use it as a pointer for video editing and I've routinely been losing responsiveness from my stylus. I either have to unplug and reseat the USB cable or restart the driver to regain stylus response. Originally I thought maybe I had a bad USB cable so I swapped it out with no luck and even tried connecting via bluetooth and the problem still persisted. I've also uninstalled and reinstalled the drivers and stepped back a few versions with no luck. What's really interesting is that I take this stylus back and forth between home and my office and I've only experienced the problem at home. Both systems are Mac with the latest drivers. I recently upgraded my homesystem to Seqoia 15.7.2 from 15.7.1 in hopes that it may help but it didn't. My office computer is 15.7. The only other difference that I'm aware of is that I'm using my office system remotely via Jump Desktop. The majority of the time I spend on my home system is working remotely via Jump so it's hard to tell if the problem is tied to that or not. I've been using Wacom Tablets for almost 30yrs now. I've always said that they've consistently been the most solid reliable products I've worked with. They pretty much perfected the tablet decades ago. But the instability I'm experiencing now is maddening and a total productivity killer. I've grown reliant on my tablet over the years and this is happening sometimes several times per hour which really slows me down. One other thing I've noticed is that my drivers often fail to load the first time. Not sure if this is connected to the problem but it's been the case across multiple driver versions and I have checked all of the accessibility options.
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Hi Marc Pattavina,
Thanks for reaching out.
I would definitely look into Jump Desktop to begin with.
- Did this always happen when using Jump Desktop or only recently after working with Jump Desktop reliably in the past?
- Does the pen stop responding to the whole system, or only to Jump Desktop? (I'm not familiar with this app so I am not entirely sure how it works)
- Does Jump Desktop provide any diagnose tools?
- Can you check what is the status of the driver and the USB connection when the pen becomes unresponsive? Is the LED on the tablet still ON?
- Could you cross check your tablets (if I understand correctly you only take the pen home which implies you have a tablet at home and one in the office right?)
Also, regarding the failure to load in the beginning, there is a known issue with the driver not being able to resume when waking up from sleep. Perhaps this is what you are experiencing in the last issue you reported?
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No I bring the tablet back and forth to the office. Only thing different with the setup is the cable which I leave at the office and jump desktop.
I have used jump desktop in the past as a remote terminal and have never had a problem using my tablet and stylus with it. When it does happen in jump and I return to the desktop and Wacom Center the pen remains unresponsive till I other unplug and replug it or use my mouse (not a Wacom mouse) to restart the driver. It definitely feels like some kind of driver issue or conflict. But the lack of response isn't exclusively in Jump.
The LED does remain on and white when this happens so it's maintaining a connection and power. And the same problem has happened via bluetooth which is how I ruled out the cable being the problem along with a cable swap which was the first thing I tried.
Also there are some days when it doesn't happen at all and some days where it happens with annoying frequency. One other thing I've observed is that it never happens when I'm not actively using it like it's a sleep thing. It usually happens mid-stroke while I'm actively working and trying to move my pointer to click and drag or lasso something.
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Hi Marc Pattavina,
Thanks a lot. That really helps narrowing things down. I think it's safe to exclude Jump as an issue since what you described seems to happen independently from using it or not.
Just one more question: Was there any change in the system right before the issue started? Did you update Mac OS, install or update a third party app?
It seems like the Wacom driver is crashing and the fail safes we have put in place to make it restart are not working as intended until you manually restart all the processes from the Wacom Center.
Could you please collect some logs while you are working with the tablet and the issue happens?
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Thanks Joao I'll try to pull some logs for you.
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