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Re: Cintiq Pro 13 - Wacom Desktop Centre Not Detecting

Posted: Thu 31. Aug 2017, 12:24
by wacom1
Go to Wacom Desktop Center and try backup settings -> Reset settings. That is not automatically re-newed when you re-install drivers. If no success, check in device manager for component problems. And if possible test the tablet on another machine. Test with the Wacom Link instead of direct USB-C connection.

Re: Cintiq Pro 13 - Wacom Desktop Centre Not Detecting

Posted: Thu 31. Aug 2017, 18:33
by Pseudonym84
wacom1 wrote:Go to Wacom Desktop Center and try backup settings -> Reset settings. That is not automatically re-newed when you re-install drivers. If no success, check in device manager for component problems. And if possible test the tablet on another machine. Test with the Wacom Link instead of direct USB-C connection.


My computer doesn't have USB-C, so I'm currently using the Wacom Link with USB to USB and Mini DP to DP, not direct USB-C. I followed the steps you advised and the problem remains.

I'm not incredibly tech savy, so here are two screenshots of my device manager and Wacom Desktop Center. Perhaps you can tell me if something looks wrong?

http://imgur.com/a/vnwXb

I'll be able to test the Cintiq on a friends computer tomorrow.

Re: Cintiq Pro 13 - Wacom Desktop Centre Not Detecting

Posted: Fri 1. Sep 2017, 06:56
by wacom1
Device manager look ok. - Problem could be a faulty USB cable (Wacom Link to your computer), if possible try another cable. If no success, contact Wacom Customer Care in your region to get the Cintiq fixed or replaced.

Re: Cintiq Pro 13 - Wacom Desktop Centre Not Detecting

Posted: Thu 21. Sep 2017, 00:15
by warfspider
Not sure if anyone needs a different fix, but here:


I couldn't find the solutions from when windows updates screwed things up for me last year, but I remember Windows Ink was interfering with and overriding the Wacom drivers, so instead I just disabled it completely and everything works fine for me now:
https://www.windowscentral.com/how-disable-windows-ink-workspace-windows-10


Also turned disabled "touch keyboard and handwriting service" in services (services>find and right-click on that service>properties>disable), which didn't have an effect on it's own ut may have helped.

Re: Cintiq Pro 13 - Wacom Desktop Centre Not Detecting

Posted: Sat 23. Sep 2017, 10:49
by cintiq16prouser
Same problem here.
Was using link with cintiq pro 16 and MacBook Air 2015. During pen firmware update an error occurred “write error” (translation from my native language). After reboot Wacom desktop center doesn’t detect device.

Tried:
- reinstall Wacom drivers
- plugged to win 10 notebook where it worked fine before and now is not detected too
- previous drivers

Device is not detected. Works only as display with touch screen. Pen functionality not working. I am pretty sure the new firmware install failure crashed current firmware, but I see no software to reinstall firmware. Need advice urgently.

Re: Cintiq Pro 13 - Wacom Desktop Centre Not Detecting

Posted: Tue 26. Sep 2017, 08:15
by wacom1
If there is a problem and the tablet not working after firmware update, please contact Wacom support in your region. There are some steps we can do to find out what went wrong (there is a FWUpdate log file) and to recover. It may be necessary to get the unit for repair.