Wacom Forum - Wacom Europe GmbH

Update:
Got email from support a week ago with suggestion to try to connect the USB-C cable to the middle port and try again. Well, that is what I've been doing all the time so of course it didn't work. I also updated my MacBook Pro to Mojave (did a clean install) but still the desktop mode refuses to activate.

I also sent support the Google Drive link to all my photos and video of the problem. Nobody has answered since. Now we have over 2000€ computer sitting on the desk collecting dust...

You need to wait for the firmware update for the feature to become enabled again.

wacom5 wrote:You need to wait for the firmware update for the feature to become enabled again.

How it is then possible that there are people in this thread that have the same firmware and device but they still have a working desktop mode? If the firmware disables desktop mode, why is it working for them but not us?

I do not know. If I had to guess, the other user didn't actually perform all the other BIOS firmware updates.

wacom5 wrote:I do not know. If I had to guess, the other user didn't actually perform all the other BIOS firmware updates.

I'm sorry but that is a poor answer. What I'm also upset about is that:

a) A firmware which breaks one of the device's main features is released without a warning to the users. There is no mention of this on your website and support has not mentioned it in their email. It's not even mentioned before you actually do the firmware upgrade!

b) The firmware was released, what, last Summer? It's now November and there is still no ETA when the new firmware is released.

c) You provide no options to downgrade the firmware to a previous version. Yes, I understand that it has security fixes etc. But you should allow users to downgrade the firmware in situations like these and let them take responsibility for the possible security implications.

If this was a 100€ device, I wouldn't be that upset about all this. But we are talking about a 2000€+ premium device, bought for professional content creation in business use. When purchasing a product of that caliber, we expect to have a working device as well as support + information easily available when things do not go as planned. Now we have neither.

wacom5 wrote:I do not know. If I had to guess, the other user didn't actually perform all the other BIOS firmware updates.

Nope, I have exactly the same BIOS firmware version, same driver version, and atm, the same OS version. Nevertheless, I'm so glad mine works because I can't even describe how I'd feel like if I bought this and desktop mode wasn't available, as this a big dealbreaker for such expensive device. Win10 standalone is okay for outdoor minor work, but for real work, I have to plug it to my MacOS, just like announced on the page.

My trial period is ending, and though my desktop mode is unexplainably working, I'm really considering returning the device, as other people struggling with the lack of a key functionality that is advertised and is a great selling point on a 2k professional device and Wacom's indifference to it are huge red flags.

I'm even thinking that this is not only ethically wrong, but even a law matter, as the product is clearly advertised with such important feature.

JyriKilpelainen wrote:

wacom5 wrote:I do not know. If I had to guess, the other user didn't actually perform all the other BIOS firmware updates.

c) You provide no options to downgrade the firmware to a previous version. Yes, I understand that it has security fixes etc. But you should allow users to downgrade the firmware in situations like these and let them take responsibility for the possible security implications.

I found this: https://forums.mydigitallife.net/thread ... ios.50913/

Comments suggest it's still working, so you might want to try it with wacom's previous firmware (if that's even available to download, I didn't check).

I tried to send this as a private message but I couldn't find a way, I hope I'm not doing anything wrong by posting it here. If so, mods please delete it.

Hope it helps someone.

mcpatto wrote:

JyriKilpelainen wrote:

wacom5 wrote:I do not know. If I had to guess, the other user didn't actually perform all the other BIOS firmware updates.

c) You provide no options to downgrade the firmware to a previous version. Yes, I understand that it has security fixes etc. But you should allow users to downgrade the firmware in situations like these and let them take responsibility for the possible security implications.

I found this: https://forums.mydigitallife.net/thread ... ios.50913/

Comments suggest it's still working, so you might want to try it with wacom's previous firmware (if that's even available to download, I didn't check).

I tried to send this as a private message but I couldn't find a way, I hope I'm not doing anything wrong by posting it here. If so, mods please delete it.

Hope it helps someone.

Thanks for the link. I just don't think you can download the Wacom firmwares anywhere.

mcpatto wrote:
I found this: https://forums.mydigitallife.net/thread ... ios.50913/

Comments suggest it's still working, so you might want to try it with wacom's previous firmware (if that's even available to download, I didn't check).

I tried to send this as a private message but I couldn't find a way, I hope I'm not doing anything wrong by posting it here. If so, mods please delete it.

Hope it helps someone.

Not at all. We appreciate the help. As I said, I don't know why yours is working, but I am glad it is.
I am gathering all the details provided here and checking with the responsible team(s).

In the meatime, all the users that are having the issue, please contact our support team. We may be able to offer some alternative solution.
Wacom Customer Support page: https://support.wacom.com/

wacom5 wrote:

mcpatto wrote:
I found this: https://forums.mydigitallife.net/thread ... ios.50913/

Comments suggest it's still working, so you might want to try it with wacom's previous firmware (if that's even available to download, I didn't check).

I tried to send this as a private message but I couldn't find a way, I hope I'm not doing anything wrong by posting it here. If so, mods please delete it.

Hope it helps someone.

Not at all. We appreciate the help. As I said, I don't know why yours is working, but I am glad it is.
I am gathering all the details provided here and checking with the responsible team(s).

In the meatime, all the users that are having the issue, please contact our support team. We may be able to offer some alternative solution.
Wacom Customer Support page: https://support.wacom.com/

We've already contacted support. Case number: #CAS-1107471-R3S0W7