Cintiq Pro 16 pen won't go to edges
I have several problems with my Cintiq Pro 16 (DTH-1620) that support won't help me with because I'm out of warranty. The first is that every time my Macbook goes to sleep, when it wakes up, the driver doesn't connect. I keep a backup in the Wacom Center I have to restore almost every time. A new problem is now happening, where the pen won't go all the way to the edges of the Cintiq, no matter what settings I have for display toggle. It stays almost 2.5 inches away from the edges. I've tried turning on and off both "force proportions" and "use inset area" and toggled the display settings in every way possible with no solution. I've connected it to another Mac to see if it was the Macbook and same problem. Support even had me try previous drivers and nothing helps. I've had the same setup for years and suddenly I can'r reach the edges, making it almost worthless.
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Hi Chris Nierhaus,
Thanks for reaching out.
The first issue with the driver not running after waking up from sleep is known and the driver team is working on it. We aim to address this in a future update.
As for the second issue, does the same happen with the eraser end of your Pro Pen 2?0 -
Hi João,
I wish I could try it. I've completely uninstalled the drivers and all Wacom items from my MacBook Pro and tried to reinstall a fresh driver. The latest doesn't work, so I uninstalled and tried an older one, which also didn't work. I can't connect to the Wacom Center at all now.
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Hi Chris Nierhaus,
What is the error message in Wacom Center? Which driver do you currently have installed and which version of Mac OS?
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Tahoe 26.2, Wacom driver 6.4.9-2. "Waiting for synchronization" keeps spinning before responding with " The tablet driver is not responding. Please restart Wacom Center. If that does not work, please contact Customer Support, and we can help."
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Hi Chris Nierhaus,
Thanks.
That is a common error related with Mac OS permissions. Good news is that is not a hardware problem.Please do the following:
- Download and install the latest driver for Tahoe from here: https://www.wacom.com/en-de/support/product-support/drivers
- Once that is done, reboot
- After reboot, make sure you have allowed the Wacom IO manager under Settings > Privacy & Security > Accessibility to run
- Also make sure Wacom is allowed to run in the background under Settings > General > Login Items & Extensions
- Reboot again if needed
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Thank you, that worked. It took a while and some unplugging and plugging in to get it to work. Wacom support told me to downgrade to driver 6.4.9-2, and obviously that didn't work. To your original question, yes, the eraser seems to go full screen. Just the pen tip end doesn't.
Also, I have it attached to the MacBook Pro and another monitor as well. I use display toggle mapped to the upper pen button to go back and forth. If I toggle on "Use Inset Area, I can get to the edges of the MacBook and additional screens. If I don't, the pen can't reach those edges either.
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Hi, João,
I took the pen from my Intuos tablet and paired that to the Cintiq and it's working. It appears that the issue was the pen all along.
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Hi Chris Nierhaus,
That makes sense. If you defective pen is still in warranty, you can get it replaced.
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