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Cintiq Pro 32 driver crashes

Posted: Thu 8. Nov 2018, 07:34
by PGross1
Bit the bullet on the Cintiq Pro 32 (on Mac) which is great except for the horrible driver crash I'm getting. Did a fresh install of the latest driver, and the one before that, and every time I use a modifier key on the expressway remote, the pen freezes, the driver crashes, and Mac system prefs freeze up until I force quit it and restart the computer. Doesn't matter if I hit the key solo or in combo with another on the remote. I hooked up the remote from my 27QHD and it also crashed. The Cintiq 27 doesn't crash with the same drivers.

32 doesn't crash with keys mapped in combo with another character (like Command/Z).

Haven't come across anything online with similar problems, but there isn't much out there with people talking about the new 32 yet. For now, I can't use any solo modifier keys on the remote, which really messes with my workflow.

Re: Cintiq Pro 32 driver crashes

Posted: Thu 8. Nov 2018, 10:17
by wacom5
The issue doesn't seem to have anything to do with the Cintiq Pro 32 itself but with the driver and the remote.
Can you please clarify which OS version do you have and which driver version you have installed currently? You mention you did a fresh install already but please make sure you followed the steps here.
Also, please let me know exactly what are the steps to reproduce the issue.

Re: Cintiq Pro 32 driver crashes

Posted: Fri 9. Nov 2018, 05:29
by PGross1
I'm on 10.14.1, but it happened with 10.14.0 also. I'm using driver 6.3.31-5, but had the same behavior with 6.3.31-4.

Everything works fine until I press an expressway remote key that is mapped to a modifier key and nothing else. Doesn't matter which keys it is (I mapped different keys to see if it might be something in the hardware of the remote. As soon as the modifier key is pressed, the driver crashes, also crashing system preferences.

Does happen when I press a solo modifier key on the Mac keyboard--only the expresskey remote.

Re: Cintiq Pro 32 driver crashes

Posted: Fri 9. Nov 2018, 08:52
by wacom5
Thank you for the details. I have not been able to replicate this yet. Have you tried setting all the preferences to default? Did you perform the clean manual install as I suggested in my previous post? I think some preferences file or previous installation file might be causing this issue. If after the full clean install the issue persists, please check with the support team: https://support.wacom.com/

Re: Cintiq Pro 32 driver crashes

Posted: Sat 10. Nov 2018, 00:32
by PGross1
I did the clean manual install several times but it still crashes. Tries with a new user account on the computer too, but no luck. Will try with a different computer tomorrow. Also having some random disconnects of the remote where the power on light will shut off and come back on for different lengths of time.

I hooked it up to my MacBook Pro that has never had a Wacom Driver installed on it, and the driver still crashed when using the modifier key on the remote.

I'm talking with support, and they've escalated the case.

Re: Cintiq Pro 32 driver crashes

Posted: Sun 25. Nov 2018, 23:31
by vctoria
PGross1 wrote:Bit the bullet on the Cintiq Pro 32 (on Mac) which is great except for the horrible driver crash I'm getting. Did a fresh install of the latest driver, and the one before that, and every time I use a modifier key on the expressway remote, the pen freezes, the driver crashes, and Mac system prefs freeze up until I force quit it and restart the computer. Doesn't matter if I hit the key solo or in combo with another on the remote. I hooked up the remote from my 27QHD and it also crashed. The Cintiq 27 doesn't crash with the same drivers.

32 doesn't crash with keys mapped in combo with another character (like Command/Z).

Haven't come across anything online with similar problems, but there isn't much out there with people talking about the new 32 yet. For now, I can't use any solo modifier keys on the remote, which really messes with my workflow.

I just got my cintiq pro 32 and having the same problem I tried -6 or -4 driver and no help at all...and my mac and ps are all latest version. I really can't do anything with my new cintiq except just paint and click...afried to accidently pressed my EK.

Re: Cintiq Pro 32 driver crashes

Posted: Mon 26. Nov 2018, 13:58
by wacom5
I have replicated the issue. Seems to be connected to the Express Key Remote's inner buttons - the 4 buttons lined under the ring. By default these have single modifiers assigned like "Shift", "Command", "Option" and "Space". Seems that the issue is triggered by using one of these single modifiers.

This seems to be a driver bug and the team is already on it. Please try either assigning a different function to the key, or not using the key at all.

Re: Cintiq Pro 32 driver crashes

Posted: Tue 27. Nov 2018, 02:52
by PGross1
yes. that's it. I think I got the same behavior when mapping any key to a solo modifier, even if it isn't in that inner 4 keys.

Re: Cintiq Pro 32 driver crashes

Posted: Mon 3. Dec 2018, 17:49
by Federaik
Same happening to me, following this thread.
Solve this quick please ;)

Re: Cintiq Pro 32 driver crashes

Posted: Thu 6. Dec 2018, 22:42
by PGross1
New driver fixed it!