Intuos Pro (S) keeps disconnecting/reconnecting-- plus, keeps external drives from mounting in Ventura
When I upgraded to macOS 13 in January (2023), I had to replace my Intuos5 Touch with a new Intuos Pro (PTH-460). Sometime afterwards, I noticed that my cursor would freeze for a few moments before returning with a TOUCH ON screen alert. This happens whether I'm using one of my Art Pens or using the tablet as a touchpad-- intermittently and unpredictably, sometimes often, sometimes not. Resource-heavy stuff like using Photoshop or doing a "Save As" seems likeliest to set it off. Usually I get cursor control back after a few seconds. Sometimes it doesn't come back, and I have to use my mouse to reboot.
Another thing I realized is that my backup drives won't mount if the Intuos is plugged in to my 2017 iMac when I reboot. I have to unplug the tablet before re-starting, and plug it back in after the computer has booted up. Maybe that offers a clue about what's going on.
I already had experience with my external hard drives not mounting after I upgraded to macOS 12, which is why I downgraded to macOS 11. (This is while I still had the Intuos5.) I hoped that skipping Monterey and going to Ventura, when it came out, would solve the problem-- but instead I now have this Touch Off/On misbehavior, too.
When I got around to calling Wacom for support, they had me uninstall/reinstall the driver. When that didn't work, they said it was probably a Mac problem. I called Apple, and they asked me to try using the Intuos with my wife's MacBook. The tablet showed the same behavior there, so it seems possible my Wacom device is defective.
I just uninstalled my previous driver and installed the latest, 6.4.2-4. I also reset my tablet settings to factory default. The tablet is still screwing up.
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Hi Kenneth,
I think you are having 2 separate issues:
- There is currently a bug that is affecting some users in which the Wacom driver is crashing, and sometimes is not able to recover. This is why you see the "Touch ON" message randomly. This means the driver just crashed and recovered. Normally this happens really fast between the crash and the recovery but sometimes only the the Touch component of the driver will recover while the pen component is unable to do so. Normally, logging out and logging back into your account is enough to get the pen running again. The driver team is investigating this issue and unfortunately there is no immediate solution for this.
- The the drives not working together when the tablet is connected sounds more like a power management issue with your (and your wife's mac). Could also be a problem with the external drive not operating if not enough power is supplied.
For this I would recommend resetting the SMC: https://support.apple.com/en-gb/HT201295
If that doesn't work, please check here: https://support.apple.com/en-gb/guide/mac-help/mchlp1641/mac
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João, resetting the SMC seems to have resolved my problem with external drives not mounting. Thanks for that.
However, I'm still having a lot of problems with this bug you mentioned, so that I'm having to reboot my Mac two or three times a day, losing twenty minutes or more each time.
I see that there isn't a newer driver than the 6.4.2-4 I've currently got installed. Has there been any progress in dealing with this? Does the driver team at least have some clue about the nature of the bug? Is the driver crashing because of some kind of conflict?
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My problem with the driver crashing seems to have been resolved. I've ordered an M1 iMac to replace my current 2017 iMac, and since that means I'm losing a couple of ports, I bought a powered USB 3.0 hub. I've been using a couple of USB 2.0 hubs for years, but they weren't powered except by the Mac itself. My two external hard drives are still plugged into the iMac's Thunderbolt 3 ports, and my Intuos Pro is plugged into its own USB 3 port, but all my other peripherals are now drawing off the powered hub. And since I set that up yesterday, I don't believe my driver has crashed even once.
It sounds like this, too, had something to do with my computer's power management. Maybe upgrading my hub to USB 3.0 helped, too.
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Hi Kenneth Huey,
Thanks a lot for all the details.So far as I can tell, we haven't seen a connection between the bug and the system power management but perhaps this can be indirectly related. I will let the team know.
Glad to hear that the SMC reset helped with the SSDs
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Quick update: as I said before, this problem (driver crashing) seemed to go away once I plugged all my external and peripheral devices into a powered USB hub and connected my Intuos Pro (PTH-460) into a dedicated port (using a USB-A to USB-C adapter). However, over the next few days I did have a couple of noticeable crashes, which required rebooting to fix.
This weekend, I replaced my previous iMac with a refurbished M1 iMac. I couldn't get the tablet to work with the new computer until I phoned Wacom tech support. They led me thru a process of turning settings off and on and rebooting that apparently reassured my Mac's exceedingly fussy security protocols. Now the tablet is working great, BUT... I also just saw the tell-tale "Touch On" alert that indicates a driver crash. So the bug still lurks, although it's causing me a whole lot less grief than it was before I got the powered hub. I hope Wacom's engineers can supply us with a definitive solution, soon.
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I, too, am having a similar situation as the above. It's really upsetting... Have tried to call Wacom support several times few months ago, but it was just simply a waste of time. Have installed the driver and followed the instruction that Wacom provided for more than 10 times, but the results are still the same disappointing...
I want to leave a comment here to emphasize the trouble and inconvenience it brings to the users around the world. If you too have the similar issue, please also leave a comment to help solve this problem more quickly.
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Nelly, there are a lot more people talking about this problem at https://support.wacom.com/hc/en-us/community/posts/14351225248663-Intuos-Tablet-turning-touch-on-and-off-constantly
As for me, I'm still dealing with it. It's a lot more manageable for me than when it first popped up, but I'm still having to reboot several times a week because of this bug. I sure wish Wacom would find a solution!
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Thank you Kenneth, for the extra information. I have found this bug last November and felt very disappointed that they haven't fixed it after a year.
You have been really kind and reasonable during the discussion. However, other users are pretty angry about this. This long-lasting problem has affected our productivity and we can do nothing about it.
I hope Wacom understand that it's not just about incomparability but also the popularity reliability of this company.0 -
I've signed up specifically to comment on this thread.
I put in a ticket months ago about this issue and its still no better. I've reached out for support and been told to make new accounts on my laptop, to install and uninstall various things and have been told 'the problem could be with your user account' despite knowing fine well it's an ongoing issue that many have experienced. I've rolled back to the previous driver version but still no use. My wacom restarts easily, 20-30 times in a work day and needs manually restarting. This is a huge problem for Wacom and it's embarrassing that this late in the game it still hasn't been fixed.
If this issue isn't solved by the end of this year I will be taking me (and all of my team) away from Wacom products entirely.
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I've been having exactly this problem, and went through the usual Wacom Helpdesk gaslighting advice of dump the driver, load the driver, unplug it, stand on your head...
So far, I'm having success with this: Plugging the Intuos Pro into an extension port rather than directly into my iMac, and TURNING OFF the touch switch on the side of the Wacom. I don't use touch anyway, so I don't care if it's off.
My driver was rebooting every 30 seconds. So far since I did this, no reboot...
BTW. Wacom, you forced me to buy this new tablet by making my old one, which had worked without a glitch for 11 years, obsolete. The least you could do is fix the driver problem. My next step is looking for an alternative make.1 -
Yep, I have the same problem on my macbook with my cintiq AND my new intuos pro. After reinstalling/upgrading OS and drivers several times it still happens. Luckily the devices still work on my windows machine.
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Same, and it's been plaguing me for a year. Suddenly seems worse than ever.
Anyone have a preferred competitor product? If they're not going to solve this I think it's time to bail.
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