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Cintiq QHD 27 Touch Palm Rejection Problems

Cintiq and Cintiq Pro
MisterB
Posts: 9
Joined: Mon 20. Mar 2017, 11:13

Cintiq QHD 27 Touch Palm Rejection Problems

Postby MisterB » Mon 3. Jun 2019, 14:18

Recently the palm rejection on my Cintiq QHD 27 Touch has been really poor. I seem to spend half my time erasing lines drawn when trying to re position the canvas, or random dots added where my hand rests on the screen. This has always been a slight issue, but recently seems to have gotten worse.

I mainly use Sketchbook Pro desktop version (latest update) on a Windows 10 machine (also latest update). I also have problems in Photoshop or generally using Windows. The palm rejection just doesn't seem to function very well at all. In fact Touch is often unresponsive, it seems to need a "reset" by moving the pen near the screen before it wakes up.

I've found references to the palm rejection switch in Windows Ink and have enabled this. It was turned off and had hoped this was the answer. Unfortunately it doesn't seem to have made any difference.

I'm running the latest driver - 6.3.34-3.

Are there any other tips I can try to improve Touch? It really is very frustrating at the moment. Thanks.

wacom5
Posts: 772
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq QHD 27 Touch Palm Rejection Problems

Postby wacom5 » Mon 3. Jun 2019, 14:35

Hello.
If the cable is not connected correctly this can cause issues in certain situations. Please start by checking this.
Then please open the Wacom Tablet Properties, click on "About" and then "Diagnose".

Test the touch input and see how it reacts. Next disable touch through the Cintiq directly and check again how it reacts.

Let us know that are the results of your tests or you can go ahead and contact the support team directly with the information - https://support.wacom.com

MisterB
Posts: 9
Joined: Mon 20. Mar 2017, 11:13

Re: Cintiq QHD 27 Touch Palm Rejection Problems

Postby MisterB » Mon 3. Jun 2019, 16:11

Thanks for the suggestions. I checked the cables and all seemed fine but touch does appear to be working better since I pressed them in again. After doing that I opened the diagnostics and everything works perfectly - fingers are detected immediately as is the pen.

Working in Sketchbook Pro things are better, although I have had one hiccup when touch didn't respond. Diagnostics showed that my fingers where being registered so perhaps this is a Sketchbook issue? Anyway, as soon as I used the pen again touch sprang to life.

Early days but there definitely seems to be an improvement so thanks for the suggestion.

MisterB
Posts: 9
Joined: Mon 20. Mar 2017, 11:13

Re: Cintiq QHD 27 Touch Palm Rejection Problems

Postby MisterB » Tue 4. Jun 2019, 11:15

Unfortunately Touch has been misbehaving again today. It is frequently unresponsive. I've opened the diagnostics and it is showing one finger in contact with the screen at all times even when none are anywhere near it. I've restarted but no change.

Any idea what the cause could be?

wacom5
Posts: 772
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq QHD 27 Touch Palm Rejection Problems

Postby wacom5 » Tue 4. Jun 2019, 13:10

It's possible that the cable is defective so try replacing it.

If that doesn't help, please contact support - the touch sensor might be defective.

https://support.wacom.com

MisterB
Posts: 9
Joined: Mon 20. Mar 2017, 11:13

Re: Cintiq QHD 27 Touch Palm Rejection Problems

Postby MisterB » Tue 4. Jun 2019, 16:18

The issue with the finger being registered as permanently in contact with the screen seems to have gone away. I didn't do anything, it just suddenly started working again.

Which cable would it be? The USB cable I assume.

I hope there isn't anything up with the actual hardware as this one is a replacement for a previous faulty unit. I've only had this one six months!

wacom5
Posts: 772
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq QHD 27 Touch Palm Rejection Problems

Postby wacom5 » Wed 5. Jun 2019, 10:43

If this is a cable problem then it can only be the USB cable. In rare cases, some built up static can also lead the sensor to believe a finger is being used. Make sure the power socket you are using is properly grounded.

MisterB
Posts: 9
Joined: Mon 20. Mar 2017, 11:13

Re: Cintiq QHD 27 Touch Palm Rejection Problems

Postby MisterB » Wed 5. Jun 2019, 13:24

Some developments I think. It seems to me that touch in the centre section of the screen is not working properly. The diagnostics recognize my finger is in contact with the screen but scrolling, panning etc doesn't work. Moving towards the edges does work. I've tried Sketchbook Pro, Concepts and Photoshop with the same results.

Is it possible that touch has failed just in a portion of the screen?

Incidentally, my electrics were tested less than six months ago so I doubt if Earth issues are the cause.

wacom5
Posts: 772
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq QHD 27 Touch Palm Rejection Problems

Postby wacom5 » Thu 6. Jun 2019, 07:02

It is possible but then the diagnostics wouldn't detect your finger at all. Also, this wouldn't cause the first issue reported which is palm rejection not working as expected.

It's likely that there is a hardware problem with the sensor and /or the sensor controller. Please contact the support team - https://support.wacom.com

MisterB
Posts: 9
Joined: Mon 20. Mar 2017, 11:13

Re: Cintiq QHD 27 Touch Palm Rejection Problems

Postby MisterB » Thu 6. Jun 2019, 11:19

Thanks for your help - I will contact support as soon as I've met my deadline.

Funnily enough, touch seems to be working perfectly today. Whatever the problem is, it's intermittent.


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