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mobilestudio 13: no device connected

Posted: Tue 1. Aug 2017, 04:00
by llz0717
Hello

I am currently using mobilestudio 13. Today, wacom desktop center shows that there is no device connected. I go to the control panel--- wacom tablet properties. it says 'your device is not connected to your computer'.
I uninstall and reinstall the driver, it doesn't help.

So does anyone know what's the problem here.

Thanks

Re: mobilestudio 13: no device connected

Posted: Tue 1. Aug 2017, 06:36
by wacom4
My guess is that you rebooted the computer, correct?
Which driver version do you use?

Did you run a Firmware update before this happened?

I recommend that you backup all your personal data as soon as possible. One possible troubleshooting step is to reset the device to factory defaults...

In case you want a more direct contact, please send us a ticket on http://www.wacom.com/support/contact-support

Re: mobilestudio 13: no device connected

Posted: Tue 1. Aug 2017, 15:51
by llz0717
wacom4 wrote:My guess is that you rebooted the computer, correct?
Which driver version do you use?

Did you run a Firmware update before this happened?

I recommend that you backup all your personal data as soon as possible. One possible troubleshooting step is to reset the device to factory defaults...

In case you want a more direct contact, please send us a ticket on http://www.wacom.com/support/contact-support



Thank you for your reply. I am currently using driver 6.3.23-1. I saw there was an update for my device and pen. So I updated and rebooted my device. Since then, the desktop center showed 'no device found'. I have submit a ticket, but no reply so far.

And I am so sorry, I wanted to reply your post at first. However, I clicked report accidentally instead. If you saw the report of your post, please know that it was my stupid mistake. T_T

Re: mobilestudio 13: no device connected

Posted: Thu 3. Aug 2017, 08:41
by wacom4
Looks as if our support team is already in contact with you? Case CAS-693832-H2Q9J1.
Is this correct?

Re: mobilestudio 13: no device connected

Posted: Mon 11. Sep 2017, 21:49
by Greenoctober69
What was the solution to this? I have a case started with Wacom, but the first list of things to try didn't work. Unit was working fine until I updated to 6.3.24-2, now it isn't detected, and rolling back to the previous drivers didn't work either.

Re: mobilestudio 13: no device connected

Posted: Tue 12. Sep 2017, 06:45
by wacom4
@Greenoctober69: We will contact you on your ticket CAS-727815-L5T0M5.

Re: mobilestudio 13: no device connected

Posted: Sun 17. Sep 2017, 20:38
by nixkuroi
This just happened to me as well.

Windows 10 Pro
64 bit
16GB ram
Software Up to date

Steps I've taken:
Uninstall and re-install drivers
Uninstall and re-install drivers in safe mode.
Unplugging all non-essential USB devices and re-installing drivers
Removing all USB HID devices in Device Manager
Attempted running applications in all available compatibility modes (restarting between each change).

Re: mobilestudio 13: no device connected

Posted: Mon 18. Sep 2017, 07:17
by wacom1
In Wacom Desktop Center go to Backup Settings -> Reset settings. If no result, backup you important data and reset the unit to factory defaults. That is a known-working software situation and if it still fails, we have to conclude a fault in hardware. Contact Wacom Customre Care for further handling in this case.