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Cintiq Pro 16 cursor problem

Posted: Thu 4. Oct 2018, 14:29
by Nunjoi
Hi,
I just recently purchased a Cintiq Pro 16 and setup was a bit difficult due to problems with permissions in my Mac settings but now I got everything working fine except one thing. In a manner of speaking there's a vertical area that runs along of the screen where the cursor jumps/won't register with the Pro pen 2, touch and mouse works fine. I've tried re-installing drivers, connected the Cintiq to 3 different computers and the problem persisted, it's not software specific either as it happens constantly. I've sent a link to how the problem looks in photoshop https://imgur.com/8QuaEKp . If I hover around the area it's very noticeable and if I make longer, quicker lines they either get bumps or break apart. I fear this is indeed a hardware issue but I hope someone can help.

Thank You,

Re: Cintiq Pro 16 cursor problem

Posted: Fri 5. Oct 2018, 06:56
by wacom5
I'm afraid that the pen sensor of your Cintiq Pro 16 has a dead scan line. The device will need to be repaired or exchanged. You should contact our support here.