Wacom Customer Support page: https://support.wacom.com/

Wacom Product Resources - Drivers, Manuals, Warranty Information & Others

Mac OS 10.15 Catalina Support:
https://www.wacom.com/en-de/support?guideId=015-916

Mac OS 10.15.4 Update:
What does the Mac OS warning message “Legacy System Extension” mean and why am I seeing it?

eStore Shipping
Please note that reduced UPS service might affect your region due to CoVid-19 situation. See updated details for UPS serviceshttps://www.ups.com/de/en/service-alerts.page?id=alert1

Product Registration:
Please register our products on https://www.wacom.com/register
How do I register my Wacom device?

Screen jumps and flickers!!

Cintiq and Cintiq Pro
RobArt
Posts: 24
Joined: Sat 16. Sep 2017, 14:11

Screen jumps and flickers!!

Postby RobArt » Mon 20. Apr 2020, 09:53

Hi all
Hoping a Wacom Tech can watch this video, or someone who may know what is going on.
https://www.dropbox.com/s/6c9xtvpgweeep ... 1.MOV?dl=0

For some months now, and it's slowly getting worse. My Cintiq has this very random spasm effect on the screen, where it flicks and glitches.
I tried capturing with OS software, but it doesn't seem a video cards or output problem with the OS, it seems to be something wrong with the screen itself.
I used my iPhone to capture the issue. This is a very light version of what happens, but basically to summarise:
1) The pen slows and lags incredibly.
2) Application of painting is reduced even more, so much so it has a bad case of catch-up.
3) The screen the flicks, jump and (I don't even know the term) makes glitch lines across the screen,
4) After about 10-20 seconds it stops and all goes back to normal.

In the video you can see it happen 4 times. You need to pay attention as the camera doesn't pick it up as well as my eye.

Can anything be done about this? Is my screen going to quit soon? Is there an issue with the connectors? Is this a known issue?
Any help is gratefully received.

Thanks in advance
Stay safe

Rob

wacom5
Posts: 1057
Joined: Tue 8. Aug 2017, 14:35

Re: Screen jumps and flickers!!

Postby wacom5 » Tue 21. Apr 2020, 06:59

Hi,
Seems more like a performance issue. I don't think there's any problem with the hardware or the Wacom driver for that matter.
Try the suggestions here: https://helpx.adobe.com/photoshop/kb/photoshop-slow-lags.html and https://helpx.adobe.com/photoshop/kb/optimize-photoshop-cc-performance.html
Need immediate help? Contact our Support: https://support.wacom.com

RobArt
Posts: 24
Joined: Sat 16. Sep 2017, 14:11

Re: Screen jumps and flickers!!

Postby RobArt » Wed 22. Apr 2020, 14:15

Hi

Thanks for the information. As I type, the issue is reoccurring and Photoshop is NOT open.
So Photoshop is not the issue, only!

Can there be any other issues that are screen relayed and not output?
Connectors, dust build up inside? Anything?

wacom5
Posts: 1057
Joined: Tue 8. Aug 2017, 14:35

Re: Screen jumps and flickers!!

Postby wacom5 » Thu 23. Apr 2020, 13:01

Understood.
Please check in with support then. You'll need a deeper diagnose. I think the issue might be with the pen sensor...
https://www.wacom.com/support/contact-support
Need immediate help? Contact our Support: https://support.wacom.com

RobArt
Posts: 24
Joined: Sat 16. Sep 2017, 14:11

Re: Screen jumps and flickers!!

Postby RobArt » Thu 30. Apr 2020, 09:27

Hi again

Is support on furlough? I wrote over a week ago and no reply.

This issue is getting worse and worse. It can't be the pen sensor as it happens when I use my mouse on websites.
The only commonality is when the GPU is warm/hot, and this is when it occurs.
But it has been spiking at 79ºC for over a year now, when I work in PS, and nothing.

It has something to do with the display and not the signal, as I can record the screen and the flicking doesn't occur, only actually on screen.

wacom5
Posts: 1057
Joined: Tue 8. Aug 2017, 14:35

Re: Screen jumps and flickers!!

Postby wacom5 » Mon 4. May 2020, 15:29

Then support needs to help you diagnose and provide a solution. Did you receive a case number? I'll check if I can help.
Need immediate help? Contact our Support: https://support.wacom.com

RobArt
Posts: 24
Joined: Sat 16. Sep 2017, 14:11

Re: Screen jumps and flickers!!

Postby RobArt » Mon 4. May 2020, 15:48

Not that I am aware of.

The site just said that I had sent the message.

Rob

wacom5
Posts: 1057
Joined: Tue 8. Aug 2017, 14:35

Re: Screen jumps and flickers!!

Postby wacom5 » Tue 5. May 2020, 11:21

When you submit a support ticket in our form you should always receive a confirmation email with a support ticket number. Did you take a look at your spam folder?
Need immediate help? Contact our Support: https://support.wacom.com

RobArt
Posts: 24
Joined: Sat 16. Sep 2017, 14:11

Re: Screen jumps and flickers!!

Postby RobArt » Tue 5. May 2020, 12:43

Hi

I believe I have found it #CAS-1452872-P7W3R4

wacom5
Posts: 1057
Joined: Tue 8. Aug 2017, 14:35

Re: Screen jumps and flickers!!

Postby wacom5 » Tue 5. May 2020, 13:39

Thanks, I'll check with the team.
Need immediate help? Contact our Support: https://support.wacom.com


Return to “Pen Displays”