New drivers posted for Mac and Win, version 6.3.25. Now supporting OSX High Sierra. Windows driver 6.3.25-3 is updated to versiob 6.3.25-5 now to fix an issue with the WL Kit. Download drivers and release notes here: http://www.wacom.com/support/product-support/drivers

Note: All users seeing wavy lines using a Wacom Pro Pen 2 with Wacom MSP, Cintiq/Intuos Pro 13” or 16”, please update the tablet pen firmware to address this issue. The update is now available via the Wacom Desktop Center application on your computer.

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Dark stains on Cintiq 22HD

Cintiq and Cintiq Pro
SamxFisher
Posts: 7
Joined: Tue 7. Feb 2017, 19:49

Dark stains on Cintiq 22HD

Postby SamxFisher » Tue 7. Feb 2017, 22:21

I purchased the cintiq 22HD almost a year ago (the non touch version), but some months ago it appeared 2 dark spots on the screen, at the bottom-left corner, more visible on light backgrounds.

here's the pic of my cintiq:

https://s15.postimg.org/ntdf4ltt7/Cinti ... Stains.jpg

another user posted on reddit that he have the same problem, this is his cintiq 22HD picture: http://imgur.com/a/nfCFC

I can't understand why it appeared, some screen manufacturers says this problem could appear for various reasons, apply pressure to screen, get something too hot on the screen, etc.

Any of those "official" reasons could cause those dark stains, I never place my hand on the bottom-left corner and never applied something hot to the screen. Even that the cintiq screens are prepared for being touchable, the reason of apply pressure makes it even more irrelevant cause.

Could someone know what could cause this?

Rocketboots
Posts: 18
Joined: Sat 4. Mar 2017, 00:25

Re: Dark stains on Cintiq 22HD

Postby Rocketboots » Sat 4. Mar 2017, 00:48

Hi Sam,

I had exactly the same problem with dark smudges in the same place, as well as along the left side of my 22HD, which is also the non touch model.

Wacom claimed they are pressure marks and refused to honour the warranty, ignoring logical reason that it didn't make sense for me to draw so far over on the left side of the screen.

They estimated it would cost 931 Euros to repair. This was after I'd already shipped it to Germany from the U.K. Through poor communication they had implied it would be fixed under warranty, when what they had meant to say is that it was merely just an inspection which was covered.

I wish I had better news, but try your luck. If they say that it's covered by warranty, get them to be crystal clear it is in fact a repair and not merely an inspection.

wacom1
Posts: 509
Joined: Tue 29. Nov 2016, 09:46

Re: Dark stains on Cintiq 22HD

Postby wacom1 » Sun 5. Mar 2017, 16:56

Displays usually do not change appearance over time. If there are dark spot on the display after longer time of usage, these are in most cases 'bump spots' - something has bumped agains the screen resulting in damage of the display. This might happen at any place on a screen and is not a manufacturing fault.The normal pressure with the pen is not sufficient for that to happen. - It is possible, that you see darker areas from bad assembly like a workers fingerprints or dust under the screen. These would be visible from the beginning when you get the unit, and such faults are covered by warranty, of course. - The service center examines the individual case and finds out what type of problem it is.

svarthovdi
Posts: 3
Joined: Sat 1. Apr 2017, 20:54

Re: Dark stains on Cintiq 22HD

Postby svarthovdi » Sat 1. Apr 2017, 21:12

I have the same problem. Bought my Cintiq 22HD (non touch version) about 3 months ago in Finland and some time after that I noticed dark smudges on the exact same places
https://dl.dropboxusercontent.com/u/11289590/IMAG1099.jpg
https://dl.dropboxusercontent.com/u/11289590/IMAG1099-1.jpg

I'm very frustrated about it, and mostly, frustrated about wacom's reply, basically saying 'it's your fault!'
It is a bit strange that users have those dots on exact same places, don't you think, wacom?

wacom1
Posts: 509
Joined: Tue 29. Nov 2016, 09:46

Re: Dark stains on Cintiq 22HD

Postby wacom1 » Sun 2. Apr 2017, 16:35

It needs to be examined in the service center. If the result is that too much pressure was applied, it is not a fault of the material or production and nothing the manufacturer could prevent. Then it is not covered by warranty. But warranty covers faults in the material or assembly.

Rocketboots
Posts: 18
Joined: Sat 4. Mar 2017, 00:25

Re: Dark stains on Cintiq 22HD

Postby Rocketboots » Sun 2. Apr 2017, 23:58

I agree, several people's Cintiqs displaying dark patches in almost exactly the same spots is an unlikely coincidence. How about supporting your customers properly?

SamxFisher
Posts: 7
Joined: Tue 7. Feb 2017, 19:49

Re: Dark stains on Cintiq 22HD

Postby SamxFisher » Sun 9. Apr 2017, 21:47

We could do something, measure where are exactly those darker zones on the screen with some measuring image at 1920x1080, some image with marked inches or cm, and make a picture of our cintiqs 22hd and upload it, that could avoid the nuisance of sending our cintiq outside our country for a couple of weeks or maybe a month, and avoid the small probability of an accident on the transport.

I've tried to search for a measured 1920x1080 image but I didn't found any, so I made one, is on here: http://imgur.com/cHfZ2xC

Instructions are simple if you are on windows 10, download the image, open it with Photo viewer, the default viewer for win10, press on the top-right button "Slide-Show", now you will see the image on full screen, but press SpaceBar before it turns to the next image to pause the presentation.

Now make the picture with your phone and post it here.

Here is mine (Cintiq 22HD non touch version), my dark spots are on the J-15 and the K-4.

https://ibb.co/mcRSo5

svarthovdi
Posts: 3
Joined: Sat 1. Apr 2017, 20:54

Re: Dark stains on Cintiq 22HD

Postby svarthovdi » Sun 9. Apr 2017, 23:51

Stains on my cintiq are at K-4 and J-16 (second one is little hard to see tho).
Here is the 'grid thing' photo https://dl.dropboxusercontent.com/u/11289590/IMAG1123.png
Last edited by svarthovdi on Mon 10. Apr 2017, 18:31, edited 1 time in total.

SamxFisher
Posts: 7
Joined: Tue 7. Feb 2017, 19:49

Re: Dark stains on Cintiq 22HD

Postby SamxFisher » Mon 10. Apr 2017, 00:54

Really? that means are on the same places. By the way, you linked a photo without the grid.

svarthovdi
Posts: 3
Joined: Sat 1. Apr 2017, 20:54

Re: Dark stains on Cintiq 22HD

Postby svarthovdi » Mon 10. Apr 2017, 18:38

SamxFisher wrote:By the way, you linked a photo without the grid.

Oh, my bad. Edited my post, so it has a link to the correct photo.

What did you decide to do with your cintiq, Sam?


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