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Pen and touch work but no display - black screen

Cintiq and Cintiq Pro
LoloCintiq
Posts: 2
Joined: Thu 28. Dec 2017, 12:55

Pen and touch work but no display - black screen

Postby LoloCintiq » Thu 28. Dec 2017, 13:20

Hello,

The issue is:
Display: black screen, if i touch the tablet`s screen my movements appear on my laptop`s screen. The blue light on top of the device is lit and three white icons on the upper right corner also lit. So pen works, touch works, lights are lit.
Error message in wacom desktop centre - display settings: `No wacom displays. No supported wacom pen display connected. This software is not required by and does not work with all wacom tablets.` Driver is up to date: 6.3.27-2. In my laptop`s Device Manager under `human interface devices` the `wacom tablet` does appear, however in Settings - `Devices&Drivers` or `Bluetooth&Other devices` or `Devices&Printers` it is recognised only as `ExpressKey Remote`. Also in Settings - `Displays` it is not detected at all. In Wacom Desktop Center - `Devices` both are detected: Cintiq 27QHD and ExpressKey Remote.
I have checked the cables ( plug/unplug ), tried to use different USB ports and tried to plug the tablet to different devices but nothing worked. The tablet`s display became black suddenly - I did not change any settings or download anything, it is just stopped working and the screen went black suddenly.

I have already contacted wacom and I don`t know how long it takes to get a reply but I would like to know if there is anything I can do in the meantime?

Model no.: Cintiq DTH-2700/K
Serial no.: 5EBQ100013

Thank you!

wacom1
Posts: 898
Joined: Tue 29. Nov 2016, 09:46

Re: Pen and touch work but no display - black screen

Postby wacom1 » Thu 28. Dec 2017, 14:02

The Cintiq27 has different display connections. You can open the cover on the back and try a direct connection for the display: displayport or DVI/HDMI. Since the display is handled by operating system and graphics driver, check whether the os detects it as monitor with suitable resolution. Under Windows you may need to activate 'mirror mode' or 'extended desktop mode'. If no success, the unit is not ok and needs to be repaired or exchanged.

LoloCintiq
Posts: 2
Joined: Thu 28. Dec 2017, 12:55

Re: Pen and touch work but no display - black screen

Postby LoloCintiq » Sat 13. Jan 2018, 11:37

Hello,

Thanks for trying to help. Nothing worked...
The return is already in the process. My case number: CAS-836177-M1R7B0

I have already provided the agent who contacted me in email with all info about me and my tablet and chosen the option to return and have my own tablet repaired. I even attached the proof of purchase and a copy of my passport. It was 5 days ago and I still have not received any reply!
Can you tell me what the next step is? Can you provide me with the address where I need to return it and also with all info needed for this shipment please?

Thank you!


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