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Companion 2 - Pen Working but Touch Not Responding?

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
NeedHelp
Posts: 1
Joined: Mon 22. May 2017, 20:41

Companion 2 - Pen Working but Touch Not Responding?

Postby NeedHelp » Mon 22. May 2017, 20:58

I could really use some help getting the touch function on my Cintiq 2 working. I've tried all the standard trouble shooting guides on the internet via Wacom and otherwise, but so far nothing has worked.

Model details: Cintiq Companion 2 i5 128gb
OS: Windows 10
Drivers: 6.3.21-10

Issue #1 When attempting to load Wacom Tablet Properties, error message "A supported tablet was not found on the system" pops up.

Issue #2 Touch function does not work at all

Remedies attempted:
- Updating drivers
- Pen & Windows Ink setting "Ignore touch input when using pen" is off
- Reinstalling Windows 10
- Installing Windows 8

Any advice that you guys might have would be greatly appreciated.

wacom1
Posts: 897
Joined: Tue 29. Nov 2016, 09:46

Re: Companion 2 - Pen Working but Touch Not Responding?

Postby wacom1 » Tue 23. May 2017, 06:55

If touch is not working open tablet properties and check in diagnostics, if touch is detected. (Sometimes there is a dust particle on screen seen as first touchpoint already.) - When tablet properties cannot find a tablet, reset the tablet settings (under Wacom Desktop Center -> Backup Settings). Next check for problems indicated in device manager - perhaps some low level driver has trouble. Uninstall, restart and install the driver again. - If all fails backup your data and reset the Companion to factory defaults - that is a known working configuration with all required drivers. If that also fails, there is a hardware problem and the unit needs repair.

Zeddycuss
Posts: 9
Joined: Sun 4. Feb 2018, 15:09

Re: Companion 2 - Pen Working but Touch Not Responding?

Postby Zeddycuss » Thu 1. Nov 2018, 14:15

Next check for problems indicated in device manager - perhaps some low level driver has trouble. Uninstall, restart and install the driver again.

What do you mean low level driver problem? I've reinstalled the whole Driver a lot of times and no changes. May be the problem just in a single component?
Seems like I have no HID-Compliant Touch Screen Driver in a system. See the screenshot please.
https://imgur.com/a/bWDUjuS

wacom5
Posts: 772
Joined: Tue 8. Aug 2017, 14:35

Re: Companion 2 - Pen Working but Touch Not Responding?

Postby wacom5 » Mon 5. Nov 2018, 10:24

It was meant as Windows driver component.
If the clean install didn't work, try the full Device reset and if that doesn't work either, there might be a problem with the touch sensor so the device will need to be checked.
In that case, please contact the support team here.


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