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Re: MSP 16 with external monitor blanks out

Posted: Mon 27. Jan 2020, 09:58
by wacom5
dmeerpa wrote:
wacom5 wrote:This is great information. I will pass it along to the team. Thank you for your patience and for your thorough feedback. Hopefully this will help.


So Wacom5, we are almost 1 year later, what is the status of this still frustrating issue, because in the mean time we are already waiting 3,5 years for a solution ?
Which I personally find totally unacceptable towards your customers who bought the best of the best (at least that's what we thought) !

Maybe Wacom should also explain, why we still should buy Wacom stuff if they are clearly frustrating users and we must not expect a solution ?

We are still not entirely sure about what causes the issue. The hardware tests always confirm the hardware is fine. The team seems to have isolated the issue to the Intel Iris 550 driver and reported the issue to Intel. Updating or rolling back this driver doesn't seem to make much of a difference. Sorry but there isn't much more I can provide.

Re: MSP 16 with external monitor blanks out

Posted: Mon 3. Feb 2020, 16:25
by dmeerpa
wacom5 wrote:
dmeerpa wrote:
wacom5 wrote:This is great information. I will pass it along to the team. Thank you for your patience and for your thorough feedback. Hopefully this will help.


So Wacom5, we are almost 1 year later, what is the status of this still frustrating issue, because in the mean time we are already waiting 3,5 years for a solution ?
Which I personally find totally unacceptable towards your customers who bought the best of the best (at least that's what we thought) !

Maybe Wacom should also explain, why we still should buy Wacom stuff if they are clearly frustrating users and we must not expect a solution ?

We are still not entirely sure about what causes the issue. The hardware tests always confirm the hardware is fine. The team seems to have isolated the issue to the Intel Iris 550 driver and reported the issue to Intel. Updating or rolling back this driver doesn't seem to make much of a difference. Sorry but there isn't much more I can provide.


I understand you are limited in what you can do.
But already on 17. Mar 2018, I came to the conclusion that it's a driver issue with this IRIS 550 (see my post on that date).
But I think we customers deserves a lot more pressure from Wacom towards Intel.
But probably Intel find's the hardware to old to further invest in research to solve this, thanks to Wacom who denied during 2,5 years the existing of the issue.
Maybe it's time your management is aware we payed big price for a premium product, and that we are not amused with a simple "we are sorry but the product we have you doesn't work well, but's its Intel's fault".

After all we bought an all-in-one product, branded WACOM, so if it doesn't work, for us customer's ,it is the WACOM product that isn't any good, because we may expect they have contracts and SLA's with their service providers/suppliers, which is essential to be able to have a good customer satisfaction.

Re: MSP 16 with external monitor blanks out

Posted: Tue 4. Feb 2020, 09:42
by wacom5
The MSP is not the only device that uses the Intel 550. Other manufacturers had the same issues we do. We extensively reported the issue to Intel and they were made aware.

Re: MSP 16 with external monitor blanks out

Posted: Thu 20. Feb 2020, 13:57
by miwa74
Hi,
I was just reading this post and I was thinking about buying an external monitor for my wacom studio pro 16 first edition. Now I have two questions:

1.) DO I have to connect the external monitor on the USB-C in the middle where I usually charge my MSP? And if yes, how do I charge my MSP while using an external monitor? I once wanted to connect with my Macbook Pro and so I bought the Link, but I actually dont use it that way. I want to use the integrated windows system and connect to a big screen.

2.) Can I do it? Is it worth it, or do I only have trouble because of all those bugs I was reading about (Flickering screen, etc...)

3.) Can I use the Wacom Link for the external monitor or do I have to buy a new connector/cable?

Thank you in advance and greetings from germany.
miwa

Re: MSP 16 with external monitor blanks out

Posted: Tue 25. Feb 2020, 09:49
by wacom5
miwa74 wrote:1.) DO I have to connect the external monitor on the USB-C in the middle where I usually charge my MSP? And if yes, how do I charge my MSP while using an external monitor? I once wanted to connect with my Macbook Pro and so I bought the Link, but I actually dont use it that way. I want to use the integrated windows system and connect to a big screen.
You can connect the external monitor to any of the ports although I would recommend using the middle one. You can charge the device using any of the 3 USB-C ports.
miwa74 wrote:2.) Can I do it? Is it worth it, or do I only have trouble because of all those bugs I was reading about (Flickering screen, etc...)
You can. The bug doesn't seem happen to every user. It's possible that you won't ever experience it. If it is worth it or not, that's entirely up to how you want to use it.
miwa74 wrote:3.) Can I use the Wacom Link for the external monitor or do I have to buy a new connector/cable?
Wacom Link should work but might not fit your needs since it only has a Mini DisplayPort Output.