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Cintiq 27 QHD randomly stops working in Catalina

Cintiq and Cintiq Pro
saschek0808
Posts: 3
Joined: Fri 14. Feb 2020, 12:53

Cintiq 27 QHD randomly stops working in Catalina

Postby saschek0808 » Fri 14. Feb 2020, 13:03

My Cintiq 27 QHD randomly would simply stop working on Mac OS Catalina. Suddenly the cursor is stuck and the whole tablet freezes. Everything remains accessable with the trackpad - just the pen or the whole Cintiq is suddenly not registered anymore. This happens as well with the newest driver version as with older ones. I found no other solution as to simply re-boot the computer (an iMac Pro 2017). This is extremely annoying. I am a power user and I have to make a living with your tools. Re-starting the driver won't work (because it appears to be crashed and the Wacom assistant won't boot up in the first place, neither does unplugging the Cintiq from the powerline and/or the computer. Re-installing everything also did not change a thing. It's also not an issue of my pen - it happens with all my pens. It's definitely a driver issue. I am on the newest version of Catalina. Has anyone made similiar experiences?

wacom5
Posts: 946
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq 27 QHD randomly stops working in Catalina

Postby wacom5 » Tue 18. Feb 2020, 15:02

Use the driver logging feature from the the Support section in Wacom Desktop Center and save the long when the problem occurs and then report to our support team so we can help.
Need immediate help? Contact our Support: https://support.wacom.com

saschek0808
Posts: 3
Joined: Fri 14. Feb 2020, 12:53

Re: Cintiq 27 QHD randomly stops working in Catalina

Postby saschek0808 » Fri 6. Mar 2020, 17:50

Okay, I have the log. Now - where do I sent it to? In the meantime, that poroblem has changed. Especially while working with CS 2020 - but sometimes with CS 2019 too. On my pen button (the lower half) I have mapped the option-key. After a while of working (sometimes after 30 - 60 minutes), the pen button registers wrong keys. So - for example, when I am pressing the option key, while I am drawing, there shohld be the eyedropper tool. But instead, I get for example the color sampler or the duplication tool. Nothing works until I restart the whole computer. It's definitely an Wacom issue, since all the other devices give me correct key-strokes. Like the touchpad or the keyboard (both from Apple). Restaring the driver does not work. I also already did a clean install of the driver - no success. So - it seems it's a driver issue. I also tried multiple pens already - all of the show the same issue. BTW: I am working on the newest version of Catalina on an iMac Pro.

wacom5
Posts: 946
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq 27 QHD randomly stops working in Catalina

Postby wacom5 » Mon 9. Mar 2020, 08:17

If restarting the Driver does not resolve the issue does restarting the computer solve it? These presets are often tied the application being used. Did you notice anything strange when the issue triggers? Like it happens after switching between Apps or after waking up from sleep?
The link to the support team is in my signature: https://support.wacom.com
Need immediate help? Contact our Support: https://support.wacom.com


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