Cintiq 27 Pro - Pens Can't Stay Connected
Hi, I have been using a Cintiq 27 pro for months with no issues, but recently I started experiencing an issue where whatever pen I am using will not stay recognized by the device. To be specific, if I tap, hover, or draw with the the pro pen 3, nothing happens, however if I keep touching the pen to the screen, it may start drawing after several seconds. Sometimes the pen has pressure sensitivity, sometimes it doesn't.
The pen will stay connected as long as I don't lift my hand away from the screen. I can draw and hover for several minutes, but if I pull the pen away more than a couple inches from the screen it will disconnect and no longer draw or have any input when I put the pen back to screen. The chances of the pen reconnecting again when I draw on the screen seem random. This behavior is present across several programs and the basic desktop. I have tried two different pens (the pro 3 and a grip pen) and both do this.
I have tried installing the latest driver, rolling back to an older driver, tested different cables, different ports for the cables, powering down and unplugging the device for several minutes.
The only thing I can think of is I updated Windows a couple days before this started happening. Before attempting to rollback Windows, do you know of anything else I could try?
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Hi Blake Morris,
That sounds like an issue with the sensor. Could you please contact the support team directly so we can investigate this further with you?
https://support.wacom.com/hc/en-us/articles/4402518273943-How-do-I-contact-Wacom-Support
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Thank you for your reply. I reached out to support and was able to fix this issue by following these steps.
https://support.wacom.com/hc/en-us/articles/1500011495022-How-do-I-uninstall-manually-and-re-install-the-Wacom-driver-on-Windows-for-a-Pen-Tablet-Pen-Display-or-Pen-Computer0 -
Hi Blake Morris, that's great to hear.
Thanks for sharing.
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