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Mac - Not booting after driver install and reboot

Everything related to drivers
bastyani
Posts: 8
Joined: Fri 18. Jan 2019, 17:05

Mac - Not booting after driver install and reboot

Postby bastyani » Tue 17. Dec 2019, 12:11

OMG!!! I cannot believe it! The latest drivers made my computer unusable!! :(

I just updated the wacom drivers (to see if there is anything new) to 6.3.37-3 on my macOS high sierra 10.13.6 and the update required to restart the computer after the update. As soon as the drivers updated the tablet stopped working (also nothing on the oled screens of the tablet) so I had to use a mouse to click on the "restart now" button. When the computer restarted the apple logo and the load bar showed and when the bar loads to approx 50% an "prohibited symbol" or "crossed zero" is shown and the OS does not load. My computer is unusable now!! I am so frustrated and mad! I am a professional and I need it to work! Tried PRAM & NVRAM reset, Recovery partition - disk utility - first aid... nothing works... :(
Does anyone know what to do?? I cannot afford to reinstall the OS (have a lot of software and it means two days of installation and configuration). Can I somehow manually uninstall the drivers remotely from another older system on a separate partition? I need a fix ASAP. I am losing work. :(

Thank you!!

wacom5
Posts: 1242
Joined: Tue 8. Aug 2017, 14:35

Re: Mac - Not booting after driver install and reboot

Postby wacom5 » Wed 18. Dec 2019, 08:06

Hi,
If this is happening it's because there was already a problem with your Mac before you installed the Wacom Driver and rebooted. The driver has no influence whatsoever on how your Mac is loading the OS. The Wacom Driver will only start working after you log in to your user account.

You need to contact Apple Support.
Need immediate help? Contact our Support: https://support.wacom.com

bastyani
Posts: 8
Joined: Fri 18. Jan 2019, 17:05

Re: Mac - Not booting after driver install and reboot

Postby bastyani » Thu 19. Dec 2019, 08:27

I am sorry but I cannot agree with this. My Mac was running just ok for almost a year with this OS and software. I had a very clean install and everything was working fine up until the very moment the driver was updated. Then the MacOS refused to boot so it is more than obvious that the Wacom drivers caused the issue. There were absolutely no other changes. I take great care with my system. The only "mistake" I did was, that I didn't made an backup of the system as I usually do when making some bigger changes (I do it every time before some OS/system upgrades) but this time I didn't made it because I never thought that a simple driver upgrade could ruin my whole system. I am now two days without a functioning machine and I need it urgently working (I am now struggling with my laptop). I am also in contact with Wacom support by email but have not received any solution yet.

wacom5
Posts: 1242
Joined: Tue 8. Aug 2017, 14:35

Re: Mac - Not booting after driver install and reboot

Postby wacom5 » Thu 19. Dec 2019, 13:58

bastyani wrote:I am sorry but I cannot agree with this. My Mac was running just ok for almost a year with this OS and software. I had a very clean install and everything was working fine up until the very moment the driver was updated. Then the MacOS refused to boot so it is more than obvious that the Wacom drivers caused the issue. There were absolutely no other changes. I take great care with my system. The only "mistake" I did was, that I didn't made an backup of the system as I usually do when making some bigger changes (I do it every time before some OS/system upgrades) but this time I didn't made it because I never thought that a simple driver upgrade could ruin my whole system. I am now two days without a functioning machine and I need it urgently working (I am now struggling with my laptop). I am also in contact with Wacom support by email but have not received any solution yet.

Wacom support cannot resolve this problem for you. If your operating system is not booting, only Apple Support can help you.
Need immediate help? Contact our Support: https://support.wacom.com

petrmilosh
Posts: 1
Joined: Sat 19. Sep 2020, 14:53

Re: Mac - Not booting after driver install and reboot

Postby petrmilosh » Sat 19. Sep 2020, 15:22

I am experiencing same issue with my iMac with Catalina. After instaling driver for Intuos 5 and restart, system stop booting with half bar loaded. Now i am trying resurect my Mac with evry possible way i can find. Well done wacom! My Mac woks perfectly until now. You shoudn’t deny responsibility for this. Now I have to reinstal system, because none of solutions for this situations works. Hopefully this will help

rlb408
Posts: 1
Joined: Mon 5. Oct 2020, 14:09

Re: Mac - Not booting after driver install and reboot

Postby rlb408 » Mon 5. Oct 2020, 14:31

Exactly the same here. Catalina on Macbook Pro late 2014. Here's what I did
1. Before I do any system software work, I updated my time machine backup.
2. I rebooted my Macbook.
3. I did the driver uninstall using the Wacom utility
4. Rebooted as directed. It hung. I let is stay like that overnight.
5. Powered it down and rebooted. Hung again. Repeat. Repeat Repeat.
- Two of these times I booted up in "verbose" mode. The last line of the output was
apfs_module_start:1689: load: com.apple.filesystem.apfs, v1412.141.1, 2020=07=06
6. Did a full restore from my time machine backup.
7. Macbook booted up just fine. Twice.
8. Did the Wacom utility uninstall again.
9. Rebooted the Macbook. It hung again. Same place. Left it that way overnight. Still hung in the morning.
10. Just about to start the time machine restore all over again.

I can't see any way you can say that this was a problem with my laptop before I started this process and that it's unrelated to the Wacom driver.

AnotherMacUser
Posts: 1
Joined: Fri 23. Oct 2020, 05:23

Re: Mac - Not booting after driver install and reboot

Postby AnotherMacUser » Fri 23. Oct 2020, 05:27

I confirm that my mac stopped booting also after a Wacom update, and that deleting Wacom solved the issue.

I tried all the recommended solutions, safe mode, reset PRAM, etc. Nothing did worked for few days.

After seeing this thread and another one on reddit, I gave it a try and started a Terminal in Recovery Mode, searched for all the files with "wacom", "pen tablet" or "bamboo" (e.g. find / -iname *wacom*) and deleted all of them. This immediately fixed the issue.

Fishyfillet
Posts: 1
Joined: Sat 24. Oct 2020, 14:39

Re: Mac - Not booting after driver install and reboot

Postby Fishyfillet » Sat 24. Oct 2020, 15:07

I can also confirm my iMac running Catalina has been rendered useless subsequent to installing the Wacom driver for Intuos pro 660. My iMac will not finish booting up and just hangs at the Apple logo login stage. V frustrating as my only option is having to reinstall the OS. I have a time machine back up fortunately, so fingers x’d in 8 hours I’ll be able to have another go. Just lost a days work!!

After investigating this on the forum page today, I can see there’s a detailed support article from Wacom dedicated to overcoming issues around Catalina 10.15. It t would be helpful to have known this in advance, to have avoided bricking my desktop!!

I’ll give these a go once I’m back up and running. Can anyone confirm if they have had success following these instructions?

Cheers

Sophovot
Posts: 1
Joined: Sun 8. Nov 2020, 13:26

Re: Mac - Not booting after driver install and reboot

Postby Sophovot » Sun 8. Nov 2020, 13:31

Same issue here. Installed 660 Driver and now my Macbook wont boot. All my work was on there

wacom5
Posts: 1242
Joined: Tue 8. Aug 2017, 14:35

Re: Mac - Not booting after driver install and reboot

Postby wacom5 » Mon 16. Nov 2020, 06:51

Checked with the driver team, we have seen reports like this for 10.13. This version of Mac OSX has a bug that we reported to Apple.
We had not seen this reported for newer macOS versions. Anyone complaining about issues with 10.15 should probably try booting into safe mode, then in Terminal enter “sudo tccutil reset All” to reset their security preference database.

The security settings in macOS, user approvals and similar, are all stored in a database that does not get wiped if the user reinstalls their operating system or restores from a time machine backup. This database persists through all of that, and we have seen it become corrupt on ours and customer systems. If a user completely wipes their hard drive, writing zeros to the entire thing will likely remove this OS component, but that seems like more work than the customer needs to do.

The tccutil reset that we propose will completely reset the entire table, removing any corrupted components. You will then need to give approvals for each installed app afterwards, but it still is less work than completely formatting the hard drive and reinstalling the OS from scratch.

We can’t guarantee this will fix issue, but that’s the closest thing we can think for a solution to this issue on MacOS 10.15.
If you have this issue and this solution fixed the problem, please let us know.
Need immediate help? Contact our Support: https://support.wacom.com


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