Wacom Customer Support page: https://support.wacom.com/

Wacom Product Resources - Drivers, Manuals, Warranty Information & Others

Product Registration:
Please register our products on https://www.wacom.com/register
How do I register my Wacom device?

New Operating System releases:
macOS 12 ("Monterey") support: Is there a driver for macOS 12 Monterey?
Windows 11 support: Is there a driver for Windows 11?

Issues with MS Edge browser:
When MS Edge is updated to version 94 and then opened and interacted with a Pen display the computer will crash and give the “Blue screen of death.”
This is NOT a Wacom driver issue, it has been reported from other devices using Windows Ink as well.
Disabling Windows Ink in Windows will resolve the issue.

See https://support.wacom.com/hc/en-us/arti ... -can-I-do-

Stuck modifier key issue (Yup, still there.)

Everything related to drivers
dsaponaro
Posts: 23
Joined: Fri 21. Apr 2017, 15:06

Re: Stuck modifier key issue (Yup, still there.)

Postby dsaponaro » Mon 26. Apr 2021, 15:36

Unfortunately my Cintiq 27QHD Touch Doesn't have a bluetooth button so I am unable to test this workaround.

Sadly it looks as though Wacom just isn't interested (Incapable?) in fixing this bug based on how long its been around. A quick google search also shows how prevalent this issue is on more mainstream industry support forums such as Adobe etc...

wacom5
Posts: 1468
Joined: Tue 8. Aug 2017, 14:35

Re: Stuck modifier key issue (Yup, still there.)

Postby wacom5 » Wed 28. Apr 2021, 09:46

Hi,
These issues have been very hard to track because they are not identified by the logs like other bugs are.

The next driver release - sometime in May - should fix the stuck keys issues that the driver team has been able to reproduce. We don't know if the issues you're experiencing personally has shares the same root cause as those that are being fixed in the next release. We will be happy to continue troubleshooting if it does not.

Please wait for the next release and check if your issue persists.
If it does, we'll need you to pay very close attention to what you're doing so that the driver team can learn how to reproduce it. This will be things like having touch enabled, or using specific tablet shortcuts or pen shortcuts and which ones. Learning this will help narrow down the cause that is triggering the key to get stuck.

We don't know if the issue this customer has shares the same root cause as those that are being fixed in the next release and we will be happy to continue troubleshooting with them if it does not.
Need immediate help? Contact our Support: https://support.wacom.com

tangbingla
Posts: 3
Joined: Wed 19. May 2021, 15:44

Re: Stuck modifier key issue (Yup, still there.)

Postby tangbingla » Wed 19. May 2021, 16:25

New driver released! And the condition didn't improve .
Yup,it still there, at least for my condition .
Device :MacBook Air M1. PTH660 DTK2261
OS. :Big Sur 11.3.1
Software :clip studio paint ,photoshop 2021,Affinity photo.
Driver :6.3.43-3
Main problem :Option key stucks (press and it won't release until you press something else),in those software ,option key is the way to change to color pick tool temporarily .of course .This problem won't happen every time you press ,but still happen ,and it is annoying .

How how to recreate the situation :draw a line , press option color picking it ,and draw again ,repeat the drawing and color picking ,it will show sometime ,and it stuck, the curser maintain color pick icon ,to set thing straight ,you need press it any key .

it is driver issue ,I try 6.3.43-3 6.3.42-1 6.3.41-2 only 6.3.41-2 did not show this problem .
maybe ,the new two versions are native ARM chip support,and 6.3.41-2 run on rosetta 2 (you can see in cpu monitor ),
that is my speculation

wacom4
Posts: 182
Joined: Tue 29. Nov 2016, 09:49

Re: Stuck modifier key issue (Yup, still there.)

Postby wacom4 » Thu 20. May 2021, 06:19

@tangbingla:
Thanks for the detailed description of a reproduction scenario!

Did you run a clean re-install of the driver?
https://support.wacom.com/hc/en-us/arti ... -Computer-

Thanks!

luciobar1980
Posts: 1
Joined: Thu 20. May 2021, 23:18

Re: Stuck modifier key issue (Yup, still there.)

Postby luciobar1980 » Thu 20. May 2021, 23:20

I am also having this issue and have tried every solution imaginable!

wacom4
Posts: 182
Joined: Tue 29. Nov 2016, 09:49

Re: Stuck modifier key issue (Yup, still there.)

Postby wacom4 » Fri 21. May 2021, 06:46

Hi all,
while the description from @tangbingla was already really good, we need more details for each and every case...
Otherwise the development cannot reproduce.

In case you don't want to put detailed information in the forum, please contact us via https://support.wacom.com/hc/en-us.

What we need:
1) Driver version - always ensure that this version is from a "clean" install (https://support.wacom.com/hc/en-us/arti ... -Computer-) and that all macOS security settings are done (https://support.wacom.com/hc/en-us/arti ... on-Mac-OS-).
2) Hardware - both Mac and Wacom device
3) What shortcut are you using
4) How that shortcut is assigned (what option in the driver settings) to the tablet, pen, or touch (what button on their specific model).
5) How the shortcut is used in a specific application.
6) Expected result vs observed result

A use case description always helps as well

Thanks!

your Wacom Customer Services Team

tangbingla
Posts: 3
Joined: Wed 19. May 2021, 15:44

Re: Stuck modifier key issue (Yup, still there.)

Postby tangbingla » Mon 24. May 2021, 15:29

wacom4 wrote:@tangbingla:
Thanks for the detailed description of a reproduction scenario!

Did you run a clean re-install of the driver?
https://support.wacom.com/hc/en-us/arti ... -Computer-

Thanks!

yes I tried.
and I tried to set the pen or tablet key as option+left mouse button and the problem still here.
again the older version 6.3.41-2 do not have this problem

wacom4
Posts: 182
Joined: Tue 29. Nov 2016, 09:49

Re: Stuck modifier key issue (Yup, still there.)

Postby wacom4 » Tue 25. May 2021, 06:28

@tangbingla:
Our driver team really needs all the details I put into my last post to build a reproduction scenario.
The more specific you can be, the higher the probability to find the issue. With all the details the team has already been able to find and fix several causes for stuck keys on macOS in the last 3 years...

Thanks!

tangbingla
Posts: 3
Joined: Wed 19. May 2021, 15:44

Re: Stuck modifier key issue (Yup, still there.)

Postby tangbingla » Sun 30. May 2021, 01:41

1) Driver version
Driver 6.3.43-3 (macOS 10.13 - 11)
2) Hardware
MacBook Air (M1, 2020)
Wacom Intuos Pro M (PTH-660)
Wacom Cintiq 22 (DTK-2260)
3) What shortcut are you using
Option key
4) How that shortcut is assigned (what option in the driver settings) to the tablet, pen, or touch (what button on their specific model).
Use Keyboard directly ,key on tablet(all 8 key) ,pen buttons(both) assign option key alone or assign option key+mouse left click combination
5) How the shortcut is used in a specific application.
Photoshop:Option(press-down)—change tool to color picker temporarily
Clip studio paint pro:(press-down)—change tool to color picker temporarily
Affinity photo:(press-down)—change tool to color picker temporarily
6) Expected result vs observed result
Expected result:change tool quickly responsibly consistently when I press-down and change back after I release the shortcut every time
observed result:some time the tool didn’t change back after I release the shortcut .Occurrence Probability(1/10~1/20)

Mayestro
Posts: 8
Joined: Wed 23. Sep 2020, 21:14

Re: Wacom Cintiq 32 Pro Catalina Sticky keys bug

Postby Mayestro » Tue 1. Jun 2021, 10:42

Unfortunately the problem was not really fixed...
It is impossible to use Express Remote. If I do not use the Remote, everything is fine.

Using the Remote is horrible... key lags, sticky modifier-keys... absolutely unusable....
this is very sad, because it could be the perfect tool!!!

Big Sur 11.3.1
Latest Wacom Driver 6.3.43-3

Is there any chance to get the Remote work properly?

Sebastian


Return to “Drivers”