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Cintiq Companion 1 Touch problem

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
joransluis
Posts: 1
Joined: Wed 18. Jan 2017, 15:06

Cintiq Companion 1 Touch problem

Postby joransluis » Wed 18. Jan 2017, 15:24

The touchscreen of my CIntiq Companion 1 (DTH-W1300) is not working right;

It only responds from the left of the tablet computer to where the pen has last been in contact with the device (see attached youtube video).

I have already sent it in for repair, but it came back with the following note:
"Touch issue only on customer system, on our system touch works normal. Please cover your on data first and then please reset your system complete. After that the touch should works normaly again."

However, the problem even occurs after fully resetting the operating system, with no programs installed.

What I already tried (with no effect):
- booting the computer in Safe Mode
- Restarting the computer
- using touch without drivers installed
- using touch with drivers installed
- full reset of operating system (Windows 10 pro)

See this youtube link for the problem:
https://www.youtube.com/watch?v=VajMDyo8FeU&feature=youtu.be

system info:
Windows 10 pro, 64-bit. version: 10.0.14393 Build 14393
Latest wacom drivers installed (installed on Jan 18, 2017)

I have no clue what is going on. Would be great if someone could help me.

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