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Cintiq 21 UX DTK-2100 Fails to Detect Pen

Cintiq and Cintiq Pro
chrisskal
Posts: 2
Joined: Mon 11. May 2020, 06:27

Cintiq 21 UX DTK-2100 Fails to Detect Pen

Postby chrisskal » Mon 11. May 2020, 06:45

Hello, my Cintiq 21 UX DTK-2100 suddenly fails to detect my grip pen. The display is fine and the express keys work. I am using windows 8.1 with the driver of 6.3.11. I tested the Cintiq in a different pc with windows 7 and the pen was not detected again. In diagnostic box the eraser and the pen not shown and the pressure is 0%.
Then I tested the pen on a Cintiq 22hd non pro, DTK-2260 on Mac and the pen worked perfect.
I have tried everything with uninstall and reinstall drivers, can't download 6.3.15 drivers which is the latest driver for this model, as the driver's link of Wacom seems that is not working at the moment.
I had a few issues with my usb ports in the last months. Also a few days ago my pc didn't detect the pen again and after restarting it detected it and worked normally. Another issue I had the last months, when I turned on my pc the pen cursor was a small blue spot and I had to start the Wacom Professional Service from the Windows services.msc to make it work normally.

Does any one else had the same problem? It seems that after 8 years the degitizer maybe has the problem, as the pen is ok. But I am not sure if it is also a software problem, or a problem with the drivers of my usb ports.

wacom5
Posts: 1055
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq 21 UX DTK-2100 Fails to Detect Pen

Postby wacom5 » Mon 11. May 2020, 08:29

Hi. Sounds like the pen sensor of your Cintiq has stopped working and you device would need to be repaired. I'm not sure the team still has parts for this device but please contact our support team any way - https://www.wacom.com/support/contact-support
Need immediate help? Contact our Support: https://support.wacom.com

chrisskal
Posts: 2
Joined: Mon 11. May 2020, 06:27

Re: Cintiq 21 UX DTK-2100 Fails to Detect Pen

Postby chrisskal » Tue 12. May 2020, 07:18

I have contact the support team, on Monday but I didn't get any answer. Is there any chance that they can answer as soon as possible?
I am in the middle of a lot of deadlines to deliver.
If I was trying to fix it, does it worth the cost? I contacted the company that imports wacom in Greece and they say that it maybe doesn't worth the cost, as they have to send it to Germany.
Do in wacom accept old cintiq to keep them just for replacement parts and maybe give a better price for a new one?

wacom5
Posts: 1055
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq 21 UX DTK-2100 Fails to Detect Pen

Postby wacom5 » Tue 12. May 2020, 09:09

I checked again and we no longer have spare parts for this device so a repair would not be possible. If you are interested, we have some offers in our EU store: https://estore.wacom.com/en-DE/special-offers.html
Need immediate help? Contact our Support: https://support.wacom.com

kangum
Posts: 59
Joined: Sun 25. Feb 2018, 03:29

Re: Cintiq 21 UX DTK-2100 Fails to Detect Pen

Postby kangum » Tue 19. May 2020, 01:51

The pen requires the USB port to be working properly for pen pressure so if you are having USB port issues I would look there first before thinking the cintiq screen was bad.


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