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Battery on ExpressKeys Remote

Wacom One, Cintiq and Cintiq Pro
RobArt
Posts: 41
Joined: Sat 16. Sep 2017, 14:11

Re: Battery on ExpressKeys Remote

Postby RobArt » Thu 12. Mar 2020, 08:22

Well, you can add. This version of the driver messes with calibration on initial boot, and I can't even click the "calibrate" button as it's greyed out!!!
I'm going back to the older version till you fix this!

wacom5
Posts: 1467
Joined: Tue 8. Aug 2017, 14:35

Re: Battery on ExpressKeys Remote

Postby wacom5 » Thu 12. Mar 2020, 08:58

It would be better if you could report the issue to the customer support team. We need all the data we can get to help us fix it.

As for the battery status of the ExpressKey Remote, we haven't been able to reproduce it so it would also be helpful if you could report it to the support team. It's not impossible that this could be a hardware issue but more testing would be required and it's not possible to do this through the forum.

The contact for the support team is in my signature below.
Need immediate help? Contact our Support: https://support.wacom.com

RobArt
Posts: 41
Joined: Sat 16. Sep 2017, 14:11

Re: Battery on ExpressKeys Remote

Postby RobArt » Thu 12. Mar 2020, 09:06

Whilst my Cintiq was under warranty I reported it several times on phone, email etc. Nothing ever seemed to get done.

They kept asking if I can test on a second computer. Like I have a second iMac lying around to use for testing. The alternative was to send my Cintiq back at my expense to have it looked at. A total of possible 3 weeks that I couldn't work.

I have resigned to bare the issues and find workaround solutions.
I am able to function with the WacomTablet_6.3.37-3 driver. I will stick with this.

MiekeRoth
Posts: 1
Joined: Sun 10. May 2020, 14:33

Re: Battery on ExpressKeys Remote

Postby MiekeRoth » Sun 10. May 2020, 14:36

I have the same problem. Bought the ExpressKeys Remote a week ago. It works fine but at 87% it says that the battery is low. Got the latest drivers

RobArt
Posts: 41
Joined: Sat 16. Sep 2017, 14:11

Re: Battery on ExpressKeys Remote

Postby RobArt » Thu 9. Jul 2020, 09:40

OK
I finally have a new computer attached to my Cintiq.

I can NOW confirm this issue still remains even though I have worked on the new connection for some 2 weeks.
Twice it has told me the device is low on battery, even though the Remote was at 87% and the warning light below was not on.

So, something is afoot, and it's not my computer.

Thanks

Rob

Exoskeleton1994
Posts: 15
Joined: Fri 29. Nov 2019, 09:49

Re: Battery on ExpressKeys Remote

Postby Exoskeleton1994 » Sat 2. Jan 2021, 14:14

Same here, Mac 10.14.6 and the EK battery status never goes under 75%, and when I charge it, it only says "charged". Only the red light can help.

rmgtoonz
Posts: 1
Joined: Thu 12. Aug 2021, 09:35

Re: Battery on ExpressKeys Remote

Postby rmgtoonz » Thu 12. Aug 2021, 10:01

Hi
I have an EK Remote and a Cintiq 16, latest drivers on both and the issue of the low battery warning is still happening. Has someone figured it out yet?
Cause im afraid of messing up the battery for real by charging it when its not necessary. Also it starts to malfunctioning sometimes, and i think its related to the same bug. Driver is 6.3.44-1 and im on the win 10 version 20H2 19042.110 now (but the problem has been going on since i bought this EK remote 6 months ago) .

wacom5
Posts: 1467
Joined: Tue 8. Aug 2017, 14:35

Re: Battery on ExpressKeys Remote

Postby wacom5 » Thu 12. Aug 2021, 15:38

As stated before, please make sure to report these issues to the support team. They will need to collect logs and send all the details to the driver team.
Need immediate help? Contact our Support: https://support.wacom.com

rtcooper
Posts: 1
Joined: Wed 29. Sep 2021, 00:55

Re: Battery on ExpressKeys Remote

Postby rtcooper » Thu 30. Sep 2021, 23:20

Hi wacom5, I wanted to report some issues with a Wacom setup here at Skywalker Sound in Northern California. I am posting on behalf of a co-worker who is a long time Wacom user (I believe roughly 15 years).

Devices: Cintiq Pro 32 and two ExpressKey remotes
Driver version: 6.3.44-1
CPU: Mac Pro (Rack, 2019)
OS: macOS Catalina 10.15.7

We have noticed similar issues expressed by users on this thread, and another thread related to modifier keys. The Wacom EK Remotes are not reporting battery status properly; they are always stuck at 75% regardless of actual charge. When a low battery notification appears, it puts the Wacom into Precision Mode, and also the "CMD" modifier key becomes stuck. Our workaround to reset is:

1. Toggle out of Precision Mode
2. Disable all tablet keys
3. Reload the express keys file from our backup

Please let us know if there is any additional information we can provide your team to help troubleshoot. Thank you!

wacom5
Posts: 1467
Joined: Tue 8. Aug 2017, 14:35

Re: Battery on ExpressKeys Remote

Postby wacom5 » Fri 1. Oct 2021, 13:43

Hello,

Thanks for sharing these details.
As mentioned in my previous answer, we will need to collect logs files to understand what is happening. We cannot do this through the Forum so please get in touch with our support team.
That would really help us a lot.
Need immediate help? Contact our Support: https://support.wacom.com


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