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:::Mobile Studio Pro 16 black screen with power on:::

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
sounas
Posts: 6
Joined: Tue 15. Aug 2017, 18:38

:::Mobile Studio Pro 16 black screen with power on:::

Postby sounas » Wed 5. May 2021, 09:28

Hi,
My MSP 16 was working fine so far (I own it 6 months without a problem).

Two days ago there was a major windows update and after that I had connected it with an external monitor.
It was working fine for a couple of hours, there was no problem.

Suddenly, the windows froze and I had to restart the Mobile Studio computer.
After that, the power is on, I can see a subtle light around the screen frame and then the screen goes totally black ( no logo appears). The power is on and I can hear the fans but there is nothing on the screen.

What can be the possible cause?
Note, I had MSP connected with an external screen and the windows project settings to “second display only”, when the problem appeared.

Any help would be welcome :)


Thank you!

wacom5
Posts: 1468
Joined: Tue 8. Aug 2017, 14:35

Re: :::Mobile Studio Pro 16 black screen with power on:::

Postby wacom5 » Thu 6. May 2021, 07:04

Hi,
This is most likely a malfunction of the mainboard. This should be unrelated to the Windows updates or to you using an external monitor. Your device will need to be repaired so please contact our customer support team as soon as possible.
Need immediate help? Contact our Support: https://support.wacom.com

sounas
Posts: 6
Joined: Tue 15. Aug 2017, 18:38

Re: :::Mobile Studio Pro 16 black screen with power on:::

Postby sounas » Fri 7. May 2021, 15:03

Thank you,
I have contacted the support and I hope they will fix it.


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