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Mobile Studio 16 Turning off randomly

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
tienbu
Posts: 4
Joined: Mon 20. Nov 2017, 14:22

Mobile Studio 16 Turning off randomly

Postby tienbu » Mon 20. Nov 2017, 14:35

Hi,

After the latest update my Mobile Studio 16" lost all the settings and started having a strange issue. While working on battery (still full) it switches off completely. This is happening randomly sometimes I am just browsing a site and it happens. I sent an email to customer care last week but I didn't get a reply.

Need help on this one. This is a brand new unit.

Thanks,
Etienne

wacom1
Posts: 898
Joined: Tue 29. Nov 2016, 09:46

Re: Mobile Studio 16 Turning off randomly

Postby wacom1 » Mon 20. Nov 2017, 15:38

Do you have an external monitor attached ? And your tablet has an NVidia card ? Then I suggest to look for the latest graphics driver. I would also check Windows power options: perhaps a button is configured to power down the unit - that button might be triggered accidentially. You should get a reply from support soon.

tienbu
Posts: 4
Joined: Mon 20. Nov 2017, 14:22

Re: Mobile Studio 16 Turning off randomly

Postby tienbu » Thu 23. Nov 2017, 10:13

Hi Thanks for the reply.

I have no external monitor attached. This only happens on battery. While typing this it has already switched off 3 times while using just an external Bluetooth keyboard.

Thanks,
Etienne

wacom4
Posts: 143
Joined: Tue 29. Nov 2016, 09:49

Re: Mobile Studio 16 Turning off randomly

Postby wacom4 » Mon 27. Nov 2017, 10:14

Thanks for notifying us.
And apologies for the long waiting time.
I have asked the support team to contact you asap as this is a case where I suspect we need more details from you than we should share in a public forum.

zippitt
Posts: 6
Joined: Tue 2. Jan 2018, 22:57

Re: Mobile Studio 16 Turning off randomly

Postby zippitt » Sun 11. Mar 2018, 05:15

Was there a resolution to this problem, I am having the same issue with my new mobile studio pro 16.

tienbu
Posts: 4
Joined: Mon 20. Nov 2017, 14:22

Re: Mobile Studio 16 Turning off randomly

Postby tienbu » Sun 11. Mar 2018, 15:31

zippitt wrote:Was there a resolution to this problem, I am having the same issue with my new mobile studio pro 16.


Hi

The solution is to reset windows and reinstall everything. Now there is no issues.

Hope this works :)

Etienne

zippitt
Posts: 6
Joined: Tue 2. Jan 2018, 22:57

Re: Mobile Studio 16 Turning off randomly

Postby zippitt » Sun 11. Mar 2018, 17:29

Thanks, not looking forward to it, but it's definitely preferable to a replacement.


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