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Re: Wacom_touchuser.exe crash on Win 10

Posted: Sat 23. Mar 2019, 03:05
by ssbrain
A year ago I exchanged quite a lot of emails with the Wacom support team and did many tests in addition of sending many logs, but nothing specific could be found and eventually communications ended. I ended up using Linux for a good while, where such problem would not appear. Recently I started using Windows 10 (build 1809) again on a fresh installation and the "runaway memory leak" (the Wacom support will probably remember this definition I gave them) from Wacom_TouchUser.exe could still be occasionally observed with the latest drivers. I haven't really installed many programs or used the operating system for more than a couple days.

So either it's something with Windows or with some of the programs I installed. If it helps, this is what I have installed:

Image

So far my workaround is killing the Wacom_touchuser.exe process to prevent such events.
Besides having this long-standing bug corrected, it would be even better however if the touch functionality could be completely disabled so that the process wouldn't even appear.

Re: Wacom_touchuser.exe crash on Win 10

Posted: Mon 25. Mar 2019, 08:34
by wacom5
Thank you. I know the driver team has recently acquired more information on this issue and are working on it. I will share your information as well.
On another note, a while ago, there was some suspicion that Logitec drivers with the Wacom drivers could be causing the issue. If you uninstall the Logitec software, does the problem persist?

Re: Wacom_touchuser.exe crash on Win 10

Posted: Mon 25. Mar 2019, 10:37
by ssbrain
I always keep the Logitech Gaming Software disabled and prevent it from autostarting when Windows boots up, so I wouldn't normally think it's the cause. As of currently, the only Logitech-related process that seems to be active is one called "LogiRegistryService.exe".

A few days ago I have tried uninstalling the Uninterruptible Power Supply software from APC (PowerChute Personal Edition 3.0.2), which on the other hand is always enabled and tends to cause unexplainable I/O write events when hovering pointers such as mice or also the Wacom stylus. Since it's rather outdated software (it was last updated in 2012; still uses Microsoft .NET Framework 2.0) and it's always been active in the background in my case, that could be a possible culprit.

As the memory leak issue can take days to weeks (!) to appear, it could take some time until I can reproduce it. If it does appear again I will try uninstalling the Logitech Software too.

A further possible suspect (in my opinion) is from Qt5-based applications which might use/abuse the Wintab API in a way that disrupts the underlying Wacom driver. I have one that has always been active (QuiteRSS).

Perhaps importantly, I have a regular mouse (A Logitech G203), and when I'm not using the Wacom stylus I generally use it on the bare surface of the pen tablet (Intuos5 Touch Large). I noticed that the rubberized mouse cable appears to be able to sometimes trigger touch events on some tablet areas. It could be that the cable making on/off contact with the tablet rapidly (possibly as if it was a "bad electrical contact") in such way might occasionally be able to trigger a runaway memory leak event.

Re: Wacom_touchuser.exe crash on Win 10

Posted: Mon 1. Apr 2019, 16:52
by ssbrain
ssbrain wrote:As the memory leak issue can take days to weeks (!) to appear, it could take some time until I can reproduce it. If it does appear again I will try uninstalling the Logitech Software too.

Today it eventually happened at 2019-04-01 00:34 local time. I will proceed to uninstall the Logitech Software as well.

Re: Wacom_touchuser.exe crash on Win 10

Posted: Tue 2. Apr 2019, 07:52
by wacom5
Thank you for the update. We really appreciate it.

Re: Wacom_touchuser.exe crash on Win 10

Posted: Sat 13. Apr 2019, 17:26
by ssbrain
Unfortunately today I observed another Wacom_touchuser.exe runaway leak, at about 13:20 local time, despite having uninstalled the Logitech Software as reported earlier on (not unexpectedly though, as it did not seem to have active background processes). The system was rebooted about 24 hours before the crash occurred.

My system did not freeze because I have set up a Python script that continuously monitors the process' commit size and kills it before it can reach extreme levels (this is triggered when it grows larger than 2 Gigabytes in this case, which is high enough to be considered anomalous).

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Wacom Touch User driver suddenly gets all RAM and leads to system crash

Posted: Mon 15. Apr 2019, 20:05
by tempuserr
From about 2 years I have rare but repeated issue with Wacom Touch User process:
once per few weeks it suddenly allocates non limit amount of RAM, which leads to crashing display driver and subsequently to system crash, from which can be restored only by hard reset loosing all unsaved work.

If I spot when this process starts I have few seconds to kill the Wacom Touch User process.
This time I made screenshot from Sysinternals Process Monitor after killing this process.
[img]http://i64.tinypic.com/2cp6n1x.jpg[/ img]


In last 2 years I have tried almost all drivers versions - this didn't help.

Any clues how to avoid this?

Re: Wacom Touch User driver suddenly gets all RAM and leads to system crash

Posted: Tue 16. Apr 2019, 07:03
by wacom5
tempuserr wrote:From about 2 years I have rare but repeated issue with Wacom Touch User process:
once per few weeks it suddenly allocates non limit amount of RAM, which leads to crashing display driver and subsequently to system crash, from which can be restored only by hard reset loosing all unsaved work.

If I spot when this process starts I have few seconds to kill the Wacom Touch User process.
This time I made screenshot from Sysinternals Process Monitor after killing this process.
[img]http://i64.tinypic.com/2cp6n1x.jpg[/ img]


In last 2 years I have tried almost all drivers versions - this didn't help.

Any clues how to avoid this?

This has been reported before. Please see the details in the previous posts.

The driver team is working on it. Since this is an intermittent issue it has been very hard to find the root cause. We are still investigating.

Re: Wacom Touch User driver suddenly gets all RAM and leads to system crash

Posted: Tue 16. Apr 2019, 07:55
by ssbrain
tempuserr wrote:[...]In last 2 years I have tried almost all drivers versions - this didn't help.
Any clues how to avoid this?

From my side, at this point to avoid it I can only suggest to kill the Wacom_touchuser.exe process when Windows starts and whenever the Wacom tablet service is restarted.

From earlier tests, for the Wacom Control Panel to correctly work, such process has to start at least once after the Wacom service has started (therefore it cannot be just deleted or renamed).

Re: Wacom_touchuser.exe crash on Win 10

Posted: Sun 12. May 2019, 22:50
by pentotark
Hello,

I have had the same problem for several months but it took me until now to realize the cause was the Touch User Mode Driver eating up all the ram till my entire system crashes. I initially thought I was short on ram and I bought more but now it is clear ram is not the issue.

This is happening to me while using ram intensive software such as Animate and Photoshop. I had Logitech Gaming software installed in the past as my mouse is a logitech one. But said sofware has been deleted for a while now and the issue occurred a few times after that. I own a Logitech webcam as well with its own software too. I will proceed uninstall it and see if the problem keeps occurring hoping deleting the software does not compromise its use (i need it). Needs to be said the issue does occur only once or twice a week, but still it is frustrating and I did lost hours of work a because of that.

I am owner of a wacom Intuo pro medium (pth-651).

Hope there is a solution for this. Thank you.