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Cintiq Pro 16 - Pen disconnects after a minute

Posted: Wed 5. Feb 2020, 09:59
by virtualisoftware
Hello, I just found this problem with a Cintiq Pro 16:

After a minute or so, the included Pro Pen 2 stops working. The tablet is connected to the PC to the USB-C port of the ASUS nVidia 2080ti card, and powered using its own power adapter. Reconnecting the powercable, which restarts the table, fixes the problem, until the next minute or so, when the pen disconnects again, over and over.

- The displays is still working after the pen stops.

- Multitouch is still working after the pen stops.

- I'm NOT using any application, the disconnect happens when simply using the pen as a mouse over the Windows Desktop. If I enter the Wacom diagnostic when the pen is still working, I can see the pen coordinates and buttons reported normally when I move it, until they just stop after 1-2 minutes.

- the pen is still visible in the Wacom properties after it has stopped

- I'm using Windows 10 fully updated. nVidia drivers are the latest ( as of today ) "Studio Drivers" version 442.19. My primary display it's a Dell U4919DW, a 49" 32:9 running in 5120x1440 resolution. Wacom drivers are the latest 6.3.38-2

- Tried all kind of Dual mode settings ( Windows Key + P ), like extend, clone, secondary only, tablet as primary, no change.

I'm 100% sure it's NOT an hardware problem because, it happens on Windows only. No problems whatsoever using it on my MacBook Pro 16", I can use it for hours with no disconnections.

Re: Cintiq Pro 16 - Pen disconnects after a minute

Posted: Wed 5. Feb 2020, 10:45
by wacom5
Hello,

Please open Wacom Desktop Center> Support > Driver logging enable logging and once the issue occurs gather the files. Then please contact our support and send them the files so they can help you - https://support.wacom.com

Re: Cintiq Pro 16 - Pen disconnects after a minute

Posted: Wed 23. Sep 2020, 21:31
by animaliok
Hi, I have the same or similar issue:
Cintiq pro 16, suddenly pen/cursor not reacting anymore (on windows 10, with or without any app) BUT eraser side of the pro pen 2 works perfectly, when I flip back the pro pen 2 to use the normal tip it works 50% of the time for around 3 seconds, then disconnects, then reconnects and disconects for a few milliseconds, before being disconected for long. It reconects if I do random things, use eraser (works all fine) do some repeated right clicks.
If during these 3 seconds I do a right click, the pro pen 2 will not disconect, ever, until I release the pressure from the right click, then it will disconnects after 0-3 seconds. If I move the cursor only very very slowly it will tend to not disconect until 12, 20 seconds, so any sudden movement will disconnect it directly.
Connected in USB-C on a 2080 super.

Re: Cintiq Pro 16 - Pen disconnects after a minute

Posted: Wed 23. Sep 2020, 21:33
by animaliok
@virtualisoftware Did you manage to fix this issue, I'm really desperate, thanks for any help !

Re: Cintiq Pro 16 - Pen disconnects after a minute

Posted: Thu 12. Nov 2020, 07:24
by wacom5
Probably connecting the device to the graphics card is not a good idea. Probably the card is cutting the USB connection data connection to allocated. Check with the card manufacturer or connect the device directly to the motherboard.