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Cintiq Pro 13 "No device connected"

Posted: Tue 25. Dec 2018, 10:37
by Danial79
I just got a Cintiq Pro 13 for Christmas and it's not working. It's all connected, and I'm seeing my desktop on the display (minus the icons), but I can't use it in any way. The LED buttons don't even work, except for "Tablet Mode", though using that doesn't do what it's meant to either. I've seen numerous posts on this problem, but none of the suggested solutions have helped me. I've done a clean install of the drivers, and deleted settings and user preferences, and tried plugging the power into one port and the link into another, all to no avail. One thing I have noticed, however, is that in Mojave security, I have "WacomTabletSpringboard" in Accessibility instead of the "WacomTabletDriver" listed in the guide, and I also have no Wacom software listed in Automation at all. Could this be the issue? Any help would be greatly appreciated as this has turned out to be a pretty big dud of a Christmas present so far :(

Re: Cintiq Pro 13 "No device connected"

Posted: Thu 27. Dec 2018, 10:50
by wacom5
How are you connecting the device to the Mac? Direct USB-C to USB-C? Are you using any USB hubs? Please ensure you have a direct connection and try to use a different cable if possible.

Re: Cintiq Pro 13 "No device connected"

Posted: Thu 27. Dec 2018, 14:04
by Danial79
I've managed to resolve the issue since posting this. It turned out that you need to connect a USB-A cable as well as the Thunderbolt cable. For some reason the setup card that comes with the Cintiq doesn't show this, but I rang support and they were able to tell me.

Re: Cintiq Pro 13 "No device connected"

Posted: Fri 28. Dec 2018, 10:33
by wacom5
That is correct. The Thunderbolt only handles the video signal. Pen and Touch Input requires USB connection.