New drivers posted for Mac and Win, version 6.3.25. Now supporting OSX High Sierra. Windows driver 6.3.25-3 is updated to versiob 6.3.25-5 now to fix an issue with the WL Kit. Download drivers and release notes here: http://www.wacom.com/support/product-support/drivers

Note: All users seeing wavy lines using a Wacom Pro Pen 2 with Wacom MSP, Cintiq/Intuos Pro 13” or 16”, please update the tablet pen firmware to address this issue. The update is now available via the Wacom Desktop Center application on your computer.

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Mobile Studio 16 Turning off randomly

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
tienbu
Posts: 2
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: 625
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: 2
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: 85
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.


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