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WDC "no device connected" but tablets usable

Cintiq and Cintiq Pro
Exoskeleton1994
Posts: 8
Joined: Fri 29. Nov 2019, 09:49

WDC "no device connected" but tablets usable

Postby Exoskeleton1994 » Mon 16. Dec 2019, 09:45

Hello

On my brand new Imac with Mojave 10.14.6, I have a very weird issue I can't fix. Despite reinstalling latest and/or older drivers, cleaning preferencies, authorizing everything everywhere, the Wacom Desktop Center always says "no device connected" while I can perfectly use my Cintiq 21UX and an Intuos 4, setting their preferencies and use them quite normally.
I'm having issues with the Art Pen so I'm wondering if there is something to do with this bug.

Thank you

wacom5
Posts: 909
Joined: Tue 8. Aug 2017, 14:35

Re: WDC "no device connected" but tablets usable

Postby wacom5 » Wed 18. Dec 2019, 08:23

Those devices are not supported by the Wacom Desktop Center. That has no influence over any issue you may have with your Art Pen. Please contact our Support - https://support.wacom.com
Need immediate help? Contact our Support: https://support.wacom.com

Exoskeleton1994
Posts: 8
Joined: Fri 29. Nov 2019, 09:49

Re: WDC "no device connected" but tablets usable

Postby Exoskeleton1994 » Mon 27. Jan 2020, 08:53

wacom5 wrote:Those devices are not supported by the Wacom Desktop Center. That has no influence over any issue you may have with your Art Pen. Please contact our Support - https://support.wacom.com


Thank you for your answer.
What you say is unexpected because the European Wacom Support never told me that my devices were not supported by the WDC.... They were even quite surprised when I told them that my devices did work without being recognized...

According to them, the issue doesn't come from the drivers, and the Adobe Support doesn't find any solution.This is nobody's fault in that case.

wacom5
Posts: 909
Joined: Tue 8. Aug 2017, 14:35

Re: WDC "no device connected" but tablets usable

Postby wacom5 » Mon 27. Jan 2020, 10:02

Exoskeleton1994 wrote:
wacom5 wrote:Those devices are not supported by the Wacom Desktop Center. That has no influence over any issue you may have with your Art Pen. Please contact our Support - https://support.wacom.com


Thank you for your answer.
What you say is unexpected because the European Wacom Support never told me that my devices were not supported by the WDC.... They were even quite surprised when I told them that my devices did work without being recognized...

According to them, the issue doesn't come from the drivers, and the Adobe Support doesn't find any solution.This is nobody's fault in that case.

There are older devices and many people are not familiar with them. You still haven't explained what the issue with the Art Pen is.
Need immediate help? Contact our Support: https://support.wacom.com

Exoskeleton1994
Posts: 8
Joined: Fri 29. Nov 2019, 09:49

Re: WDC "no device connected" but tablets usable

Postby Exoskeleton1994 » Mon 27. Jan 2020, 10:18

wacom5 wrote:There are older devices and many people are not familiar with them. You still haven't explained what the issue with the Art Pen is.


I still don't know, the latest version on PS doesn't seem to support correctly the Art Pen either
I did a test on a Macbookpro 2019 and the issue was the same with PS version from CC2019 and else. I'm quite mad at Adobe because after hours of technical support, they only told me to update the wacom drivers...

wacom5
Posts: 909
Joined: Tue 8. Aug 2017, 14:35

Re: WDC "no device connected" but tablets usable

Postby wacom5 » Tue 28. Jan 2020, 07:56

Are you using Windows Ink or not? Did you modify the PSUserConfig file as demonstated here: https://helpx.adobe.com/photoshop/kb/tablet-support-faq-photoshop.html
Need immediate help? Contact our Support: https://support.wacom.com

Exoskeleton1994
Posts: 8
Joined: Fri 29. Nov 2019, 09:49

Re: WDC "no device connected" but tablets usable

Postby Exoskeleton1994 » Tue 28. Jan 2020, 08:38

wacom5 wrote:Are you using Windows Ink or not? Did you modify the PSUserConfig file as demonstated here: https://helpx.adobe.com/photoshop/kb/tablet-support-faq-photoshop.html


Nope I'm a Mac user, OS Mojave 10.14.6

wacom5
Posts: 909
Joined: Tue 8. Aug 2017, 14:35

Re: WDC "no device connected" but tablets usable

Postby wacom5 » Wed 29. Jan 2020, 08:10

Right... you wrote it above. My bad.
In this case it's better if you contact the support team and report the issue to them.
Need immediate help? Contact our Support: https://support.wacom.com

Exoskeleton1994
Posts: 8
Joined: Fri 29. Nov 2019, 09:49

Re: WDC "no device connected" but tablets usable

Postby Exoskeleton1994 » Wed 29. Jan 2020, 08:31

wacom5 wrote:Right... you wrote it above. My bad.
In this case it's better if you contact the support team and report the issue to them.


I did but after lots of advices, they couldn't manage to figure out where the issue comes from and closed my case.
On the other hand, Adobe told me yesterday that it was a Wacom related problem, so they couldn't investigate it more.

I have a relative who runs a Macbook 2015 with OS Mojave as well and his Art Pen works with PS CC 2019 and + but I think he has a more recent tablet than mines.

- Is there any chance that those two devices (cintiq DTK-2100 and Intuos 4 with Art Pen) are too old to correctly be supported by the latest versions of PS even if the drivers are updated ?
- Do you think it could be useful to reinstall all the drivers supported by my OS one by one from the oldest to the newest (about 14 versions)

This is totally confusing, but I appreciate your help though.

wacom5
Posts: 909
Joined: Tue 8. Aug 2017, 14:35

Re: WDC "no device connected" but tablets usable

Postby wacom5 » Thu 30. Jan 2020, 10:21

Exoskeleton1994 wrote:- Is there any chance that those two devices (cintiq DTK-2100 and Intuos 4 with Art Pen) are too old to correctly be supported by the latest versions of PS even if the drivers are updated ?

That shouldn't make any difference. As long and the driver itself (not the Wacom Desktop Center) is able to detect the hardware it should be fine.
Exoskeleton1994 wrote:- Do you think it could be useful to reinstall all the drivers supported by my OS one by one from the oldest to the newest (about 14 versions)

I don't think this will help much but if you are willing... For troubleshooting you should make sure you have the latest version installed.

I'm still not sure what is your expected behavior and what is happening in reality? Is rotation only partially working? Not working at all? How did you set up rotation in PS?

Did the support team guide you through Diagnostics to see if there could be an hardware issue with the pen? if there is no hardware issue, we would probably need to collect some driver log files and check with the driver team. Can you follow up with our support again? We need to be able to at least rule out any hardware and software issues.
Need immediate help? Contact our Support: https://support.wacom.com


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