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Cintiq Companion 2 - Black Screen, No Backlight

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
wacom1
Posts: 897
Joined: Tue 29. Nov 2016, 09:46

Re: Cintiq Companion 2 - Black Screen, No Backlight

Postby wacom1 » Wed 28. Jun 2017, 08:02

That looks like a hardware problem unfortunately - perhaps only some bad internal connection. Contact customer support for repair or exchange of the unit.

Kurihiri
Posts: 2
Joined: Wed 11. Oct 2017, 19:31

Re: Cintiq Companion 2 - Black Screen, No Backlight

Postby Kurihiri » Wed 11. Oct 2017, 19:41

Hello,

I'm having some trouble with my Cintiq companion 2. The screen has remained black no matter what I try.

The screen died while I was drawing and I haven't been able to get it working again. Companion is working? (fan is working) but there is no display on the screen, just black.

I tried everything and need help.

Thank you in advance.

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

Re: Cintiq Companion 2 - Black Screen, No Backlight

Postby wacom1 » Thu 12. Oct 2017, 06:22

If that happens, try to connect an external monitor if possible. If that works, check Windows display settings, backup your data and contact Wacom support. The unit may need to go for repair.

anagrol
Posts: 1
Joined: Sun 6. May 2018, 03:50

Re: Cintiq Companion 2 - Black Screen, No Backlight

Postby anagrol » Sun 6. May 2018, 03:58

I recieved my companion cintiq wacom today.
opened up the package, readed the quick set guide, unpacked everything, connected the cable to my peak supressor, connected it to the wacom.
Led turned on orange. Pressed the on button for 2 seconds. Nothing happens. It took me a while to notice the noice that showed it was turned on, but the screen was not working.

servet
Posts: 1
Joined: Mon 25. Feb 2019, 11:37

Re: Cintiq Companion 2 - Black Screen, No Backlight

Postby servet » Mon 25. Feb 2019, 12:11

hi, ı have same problem too, did you find any solution?



Kamuimui wrote:Hi There,
I have the same problem.
Before today, the last time I used the Companion2 was in the beginning of December.
Today I updated some Adobe-Apps (in mobile mode), and after starting Illustrator, I drawed about half an hour.

Then the monitor went black, the computer itself hoever, seems to be running in the background.
It is also a Model DTH-W1310.

I tried to power off and restart ist, but the screen stays black.
I also tried Tablet-Mode on my MacBook.
The MacBook recognizes the other monitor, but the Companion stays black and the pen doesn’t work.

Any help would be apreciated, thanks you! :)
Nadine

wacom5
Posts: 797
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq Companion 2 - Black Screen, No Backlight

Postby wacom5 » Tue 26. Feb 2019, 08:15

servet wrote:hi, ı have same problem too, did you find any solution?



Kamuimui wrote:Hi There,
I have the same problem.
Before today, the last time I used the Companion2 was in the beginning of December.
Today I updated some Adobe-Apps (in mobile mode), and after starting Illustrator, I drawed about half an hour.

Then the monitor went black, the computer itself hoever, seems to be running in the background.
It is also a Model DTH-W1310.

I tried to power off and restart ist, but the screen stays black.
I also tried Tablet-Mode on my MacBook.
The MacBook recognizes the other monitor, but the Companion stays black and the pen doesn’t work.

Any help would be apreciated, thanks you! :)
Nadine


This is a hardware issue. The only solution is to send the device for repair. Please contact our support - https://support.wacom.com

Punkeaux
Posts: 1
Joined: Fri 11. Oct 2019, 07:01

Re: Cintiq Companion 2 - Black Screen, No Backlight

Postby Punkeaux » Fri 11. Oct 2019, 07:07

Is this a wacom specific part that is failing on these models or something used in various tablets/laptops made around the same time? This has just happened to my tablet and support told me they could not repair a discontinued product, so I am unable to send it off for repairs.

Scikosis
Posts: 1
Joined: Tue 12. Nov 2019, 20:06

Re: Cintiq Companion 2 - Black Screen, No Backlight

Postby Scikosis » Tue 12. Nov 2019, 20:19

Punkeaux wrote:Is this a wacom specific part that is failing on these models or something used in various tablets/laptops made around the same time? This has just happened to my tablet and support told me they could not repair a discontinued product, so I am unable to send it off for repairs.


I got the same response after making a complaint to the Better Business Bureau here in the US, but they still state that 1) they won’t replace it because it’s discontinued and 2) they can’t repair it for the same reason. I fully understand I’m outside of the warranty but how does an issue like this happen while the device is sitting still? I’ve seen other users who have had their device for much less time than I have, almost four years for me, and this came out of the blue. Moderately used device but VERY well taken care of. The fact that it can happen out of the box, within a year, or even up to four years like myself, tells me this isn’t an issue of neglect by the user, it’s yet another design flaw that Wacom tried to get in front of by releasing a new model instead of a warranty extension or recall. When the charge port issue came up in the Companion 1, they released the Companion 2, and now have done the same to the Companion 2 with the release of the Mobile Studio within a year of releasing the Companion 2. This is horrible business practice and I’m sick of big companies taking the vast portion of the market share and then acting as though they can just pull one over on the industry.


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