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Cintiq Pro 13HD No Signal

Posted: Mon 5. Mar 2018, 10:19
by NickvdL
Having saved up for a while I finally purchased a Cintiq Pro 13HD. Unfortunately, I can't get it to work. It works fine as a tablet, but I don't get any signal to the screen.
I've tried various cables and adaptors, and my (new) Acer Aspire V15 Nitro does have a USB-C port (one of the reasons I bought this laptop), but now i'm being told by the supplier that it simply won't work on my laptop????????????????????

How can Wacom advertise that the Cintiq does work on a PC/Laptop, but I'm being told by my supplier it won't work? I don't understand this???

Re: Cintiq Pro 13HD No Signal

Posted: Mon 5. Mar 2018, 15:39
by wacom1
USB-C is a type of connector, but functionality can differ. You can connect the Cintiq Pro by USB-C cable to USB-C only if the computers USB-C port support 'Displayport Alternate mode'. If your Acer has a Displayport output, you can instead use the Wacom Link adapter with USB cable and displayport cable. If your laptop doesn't have that, but can output HDMI, contact Wacom support in your region for the best solution in this situation.

Re: Cintiq Pro 13HD No Signal

Posted: Mon 5. Mar 2018, 17:06
by kangum
The easiest way to tell if your usb c port supports display alternate mode is if it advertises it as a thunderbolt 3 connection. The only time ive seen a usb c port support display alternate mode is if it actually advertises it as a thunderbolt 3 port. They look identical but function differently.

Re: Cintiq Pro 13HD No Signal

Posted: Fri 12. Jun 2020, 17:40
by potztausend
I have exactly the same problem. The Cintiq Pro worked perfectly until suddenly it went 'black'. My laptop (a HP Envy) couldn't find it as a second screen. After trying to solve it myself (new connection cables, updated drivers of all sorts, other laptop, other computer, new video card...) seeking help from Wacoms helpdesk (couldn't help me out either) and the webshop where I purchased the Cintiq, I finally could send it back. Last week I received a new one and after an hour or so working on it, the same bloody old problem occurred. I find it kind of ridiculous (to put it mildly) that there is no proper solution for those problems which all seem related. You paid quite an amount of money for what is advertised as a professional device and Wacom doesn't seem to bother anymore.

Re: Cintiq Pro 13HD No Signal

Posted: Mon 15. Jun 2020, 07:27
by wacom5
The problems are not necessarily related. There are too many variables in such cases. Make sure everything is properly connected and check with your support representatives. They can help you.