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Intuos Pro M PTH-660 driver crashes after standby

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Renxus78
Posts: 12
Joined: Sun 14. Mar 2021, 14:59

Intuos Pro M PTH-660 driver crashes after standby

Postby Renxus78 » Tue 1. Nov 2022, 09:43

In the latest versions of the driver, when the tablet is connected via bluetooth waking up from standby the driver crashes and hangs.

Intuos Pro M PTH-660; Windows 11 22621.755; Wacom driver 6.4.0-10.

wacom5
Posts: 1620
Joined: Tue 8. Aug 2017, 14:35

Re: Intuos Pro M PTH-660 driver crashes after standby

Postby wacom5 » Wed 2. Nov 2022, 08:20

Hi,
Moved to Driver section since this seems to be Software and not Hardware related.
When you say waking up from stand by, do you mean the Intuos Pro, or the computer?
Can you please contact the support team so we can assist you further?
Need immediate help? Contact our Support: https://support.wacom.com

Renxus78
Posts: 12
Joined: Sun 14. Mar 2021, 14:59

Re: Intuos Pro M PTH-660 driver crashes after standby

Postby Renxus78 » Wed 2. Nov 2022, 17:47

Sorry, I meant the Intuos Pro standby.

wacom5
Posts: 1620
Joined: Tue 8. Aug 2017, 14:35

Re: Intuos Pro M PTH-660 driver crashes after standby

Postby wacom5 » Thu 3. Nov 2022, 07:42

Thanks.
And this is when connected via Cable or Bluetooth?
If cable, check if the Windows power settings are not interfering.
If you have an error message with your driver, please see: https://support.wacom.com/hc/en-us/articles/8811680835223-I-m-getting-an-error-message-from-the-Wacom-Driver-what-can-I-do-
Need immediate help? Contact our Support: https://support.wacom.com

Renxus78
Posts: 12
Joined: Sun 14. Mar 2021, 14:59

Re: Intuos Pro M PTH-660 driver crashes after standby

Postby Renxus78 » Tue 15. Nov 2022, 13:19

This happens when it is connected via bluetooth.

wacom5
Posts: 1620
Joined: Tue 8. Aug 2017, 14:35

Re: Intuos Pro M PTH-660 driver crashes after standby

Postby wacom5 » Tue 15. Nov 2022, 14:24

And is there an error message?
What happens when you restart the driver from the Wacom Center?
Did you report the issue to the driver team already? We will need to collect some logs to be able to see if this is a driver bug or if the issue is somewhere else.
Need immediate help? Contact our Support: https://support.wacom.com

Renxus78
Posts: 12
Joined: Sun 14. Mar 2021, 14:59

Re: Intuos Pro M PTH-660 driver crashes after standby

Postby Renxus78 » Wed 16. Nov 2022, 18:04

Let me explain the problem better:
If the Intuos Pro PTH-660 is connected to the pc via bluetooth, when the tablet switches off to save energy (the tablet not the pc!!) when I turn it on again the white led on the edge of the touch-ring is on but the driver it won't restart, I realize this because the intuos battery consumption icon doesn't reappear in the notification bar and the tablet doesn't work.
I don't get any error messages, if I start wacom center it tells me that no Wacom device is connected so it doesn't give me a way to restart the driver.
Then I manually stop and restart the "WTabletServicePro" service and everything is working again.
I repeat that up to version 6.3.46-1 of the driver the problem did not occur.
I also opened a request to Wacom support numbered as 1386340, but after making me reset the tablet the problem hasn't been solved but they insist that the problem is mine because according to them the current driver 6.4.0-10 works fine.
Personally I've never had problems with other devices connected via bluetooth.

wacom4
Posts: 200
Joined: Tue 29. Nov 2016, 09:49

Re: Intuos Pro M PTH-660 driver crashes after standby

Postby wacom4 » Tue 29. Nov 2022, 11:04

Thanks for posting your ticket number.
We will keep using the ticket for now, I will need to check with the development team.


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