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"no device connected" MSP + wacom link + win7 PC

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
Posts: 8
Joined: Sat 25. Nov 2017, 06:24

"no device connected" MSP + wacom link + win7 PC

Postby DorBenDayan » Sun 16. Sep 2018, 22:47

purchased a wacom link after a period of time using the MSP as stand alone.
connected the MSP via the wacom link to my win7 PC using the supplied usb cable and a mini DP to DP which I purchased separately.
the MSP now works as an extra monitor, but not as a pen-tablet.

when connecting the MSP to my PC, I hear the USB plug sound, but the driver fails on installing (image1)

I have manually installed the latest wacom driver (WacomTablet_6.3.30-6) but when trying to open the wacom setting I recieve an error message "your device is not connected to your computer, if your device is plugged in, try using a different port. if that does not work, please contact customer support, and we can help" (image2)

I've tried
1. unplugging the MSP, uninstalling the driver from my PC, restarting, reconnecting the MSP, reinstalling the wacom driver.
2. tried using different USB ports.

please help.

Posts: 629
Joined: Tue 8. Aug 2017, 14:35

Re: "no device connected" MSP + wacom link + win7 PC

Postby wacom5 » Mon 17. Sep 2018, 14:07

Looks like the Windows Device Driver is not installing. You will need to disconnect the tablet and run all Windows updates.
To run updates go to Start>All Programs>Windows Update>Install Updates.
Once finished restart the computer. Connect the tablet to a different USB port than used before, directly to the computer, avoid using USB hubs, keyboard/monitor ports, or docking stations.

Posts: 8
Joined: Sat 25. Nov 2017, 06:24

Re: "no device connected" MSP + wacom link + win7 PC

Postby DorBenDayan » Tue 18. Sep 2018, 06:09

running windows update did the trick.

thank you so much for the quick response! I can now spend my holiday drawing :)

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