DRIVER UPDATE
Upgrading to Mac OS 10.14 Mojave? A new driver will be released early this week. Keep an eye out in the Wacom Desktop Center for the update notice. However, a new Mac OS security feature requires some additional changes to run the Wacom Driver correctly. Please see the instructions found on our support page here:https://www.wacom.com/en-us/support?guideTitle=Is-there-a-compatible-driver-for-Mac-OS-10.14-Mojave%3F&guideId=d4bced14-ee83-4141-a953-a2d0e39c4946


Wacom Drivers:
June 2018: New drivers released version 6.3.30 for Win and 6.3.30 for Mac, with various bugfixes. Download drivers and release notes here: http://www.wacom.com/support/product-support/drivers

Google Chrome - Clicking issues:
http://www.wacom.com/en-us/support?guid ... ListPage-1

Registration
Please register our products on https://www.wacom.com/register
How do I register my Wacom device?:https://www.wacom.com/en-us/support?guideTitle=How-do-I-register-my-Wacom-device%2525253F&guideId=4244ade8-634a-433c-88b4-31d83e63226c

Cintiq Companion 2: Pen works across full screen, touch stops far right

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
jedimasta
Posts: 3
Joined: Mon 19. Feb 2018, 03:23

Cintiq Companion 2: Pen works across full screen, touch stops far right

Postby jedimasta » Mon 19. Feb 2018, 04:19

Right to the chase: I can drag my stylus from one side of the screen to the other and it makes contact and responds, edge to edge, like one would expect, but when I use my finger, the far right edge, about half an inch, doesn't react to my touch. I don't remember ever having dropped the tablet, spilled anything on it or otherwise having caused it any sort of damage that might cause this.

I spoke to support who offered little in the way of a solution as it is no longer under warranty. The default response: reinstall/update the latest drivers, restart and, if nothing else works, do a system restore. All of which I've done and still have the issue.

There are a handful of similar reports on the net, but none that I would call identical to my issue, including the one on YouTube that shows someone drawing with their pen and and the touch sensor cutting out at the edge of where he drew. Mine cuts out in the same place, all the time. Occasionally I get a response when tapping in the area, like, a lot. I've read others taking about dust on the screen that MIGHT cause a problem like this, but I don't even know where to begin on how to repair something like this if, in fact, it's not simply a driver issue.

The only thing I can add is, for a brief hour or so, it started working fine, but it was short lived. Has anyone out there seen or experienced this that might have a suggestion? It's frustrating as all hell, but it's not worth ditching the system or dropping a couple hundred bucks to repair. I'm handy with a precision screwdriver set and a soldering iron, so if there's a fix to be found using those tools, I'm game to try.

Thanks!

Relevant data: Cintiq Companion 2, Windows 10 Home 64-bit build 16299, core i5, 2.4ghz, 8gb, Driver version 6.3.27-2
Last edited by jedimasta on Mon 19. Feb 2018, 08:24, edited 1 time in total.

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

Re: Cintiq Companion 2: Pen works across full screen, touch stops far right

Postby wacom1 » Mon 19. Feb 2018, 07:42

To test for a problem in hardware (or find a dust spot), open the tablet control panel. Go to About/Info -> diagnose. If you see fingerpoints without actually touching the tablet, that may be dust confusing the touch sensor. If some area doesn't seem to react to touch, you can also check in diagnostics, if touch is detected in that area or not. If detection is ok, the problem is in software (tablet driver or Windows).

jedimasta
Posts: 3
Joined: Mon 19. Feb 2018, 03:23

Re: Cintiq Companion 2: Pen works across full screen, touch stops far right

Postby jedimasta » Mon 19. Feb 2018, 08:21

I opened diagnostics and watched the Touch Info display panel while moving my fingers across the screen. Version 1.0.4.0 displays Finger 1 and Finger 2 travelling normally with a Data rate of 100 until I hit the X coordinates of around 2700. It simply stops receiving input past that mark (or close to it) except for the occasional 'blip' of x/y coordinates. Detection in that half-inch is sketchy, at best and non-existent at worst. There was no random touch detection when I didnt have my fingers on it.

I appreciate the quick follow up from a Wacom official, but I'm all but certain you'll not be willing to describe a hardware fix I can attempt on my own for liability reasons and the like. I suspect cost to repair the hardware through an authorized Wacom technician would be too costly for me currently, but if/when that changes, I'll go through the proper channels.

Are there any end users who've experienced anything like this and might be able to offer a DIY solution?

jedimasta
Posts: 3
Joined: Mon 19. Feb 2018, 03:23

Re: Cintiq Companion 2: Pen works across full screen, touch stops far right

Postby jedimasta » Mon 19. Feb 2018, 08:31

Here is a quick video that demonstrates the issue clearly:

https://photos.app.goo.gl/9Zv5LClKWye45axa2


Return to “Pen Computers”