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USB driver G: instead of Wacom

Cintiq and Cintiq Pro
Stammis
Posts: 7
Joined: Sat 3. Aug 2019, 17:18

USB driver G: instead of Wacom

Postby Stammis » Sun 17. May 2020, 09:17

So my wacom cintiq 16 stopped working the other day. The wacom center detects the device but windows doesn't detect my display. I've done all the updates and reinstalls without result, but there is one thing that I find odd: when I go to devices and drivers, its not Wacom that pops up but USB driver G:

It is obviously connected to my wacom because it disappears when I take out the usb cable connected to the hub of cables I have for this thing. When I look into properties, it shows all my storage devices but it also shows something called, Genesys SD USB3 Reader USB Device. I don't know if this have any connection to my issue and I am at a loss...

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

Re: USB driver G: instead of Wacom

Postby wacom5 » Mon 18. May 2020, 07:16

If Windows is not detecting the Citinq as a Display and you are not getting a video signal to the Cintiq then you need to check the video connection. Seems that you are using some kind of HUB so please try connecting both the USB and HDMI components of the 3-in-1 cable directly to your computer.

On a side note, the Video connection (HDMI) has nothing to do with the USB connection or the Wacom Driver. The Cintiq will behave like any other external monitor in this regard. The USB connection and the driver only manage the Pen input.
Need immediate help? Contact our Support: https://support.wacom.com

Stammis
Posts: 7
Joined: Sat 3. Aug 2019, 17:18

Re: USB driver G: instead of Wacom

Postby Stammis » Mon 18. May 2020, 17:01

wacom5 wrote:If Windows is not detecting the Citinq as a Display and you are not getting a video signal to the Cintiq then you need to check the video connection. Seems that you are using some kind of HUB so please try connecting both the USB and HDMI components of the 3-in-1 cable directly to your computer.

On a side note, the Video connection (HDMI) has nothing to do with the USB connection or the Wacom Driver. The Cintiq will behave like any other external monitor in this regard. The USB connection and the driver only manage the Pen input.


Hi, thx for responding. I'm not sure what u mean. I'm using the link that came with the device. The HDMI and USB is plugged into the computer.

I've ordered a hdmi port for my macbook so I'll see if its the cable that's at fault soon. Can a cable really just stop working like that for no reason?

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

Re: USB driver G: instead of Wacom

Postby wacom5 » Tue 19. May 2020, 07:50

Yes, it is possible that a cable breaks internally while looking intact on the outside.
What I mean is make sure you connect the USB cable directly to the Mac and not use any adapters. It's probably better to check with customer support at this point so you can check for a possible solution.
Need immediate help? Contact our Support: https://support.wacom.com

Stammis
Posts: 7
Joined: Sat 3. Aug 2019, 17:18

Re: USB driver G: instead of Wacom

Postby Stammis » Tue 19. May 2020, 13:09

wacom5 wrote:Yes, it is possible that a cable breaks internally while looking intact on the outside.
What I mean is make sure you connect the USB cable directly to the Mac and not use any adapters. It's probably better to check with customer support at this point so you can check for a possible solution.


I'm using it on a PC and the only adapters I use is the one from wacom. I have a Macbook which I'm gonna try, but if that doesn't work I'm gonna try and get my money back and get an Ipad instead, at least then there won't be any compatibility issue bullshit. A Wacom computer is too expensive.

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

Re: USB driver G: instead of Wacom

Postby wacom5 » Wed 20. May 2020, 07:24

There are no compatibility issues. The device works with both Windows and Mac. Earlier you said you are using a HUB to connect the Cintiq and I am still not sure what you mean.
Stammis wrote:It is obviously connected to my wacom because it disappears when I take out the usb cable connected to the hub of cables I have for this thing. When I look into properties, it shows all my storage devices but it also shows something called, Genesys SD USB3 Reader USB Device.

Can you clarify what you mean?
Also, do you have the Cintiq 16 (DTK-1660), or the Cintiq 16 Pro (DTH-1620)?
Need immediate help? Contact our Support: https://support.wacom.com

Stammis
Posts: 7
Joined: Sat 3. Aug 2019, 17:18

Re: USB driver G: instead of Wacom

Postby Stammis » Fri 22. May 2020, 09:16

wacom5 wrote:There are no compatibility issues. The device works with both Windows and Mac. Earlier you said you are using a HUB to connect the Cintiq and I am still not sure what you mean.
Stammis wrote:It is obviously connected to my wacom because it disappears when I take out the usb cable connected to the hub of cables I have for this thing. When I look into properties, it shows all my storage devices but it also shows something called, Genesys SD USB3 Reader USB Device.

Can you clarify what you mean?
Also, do you have the Cintiq 16 (DTK-1660), or the Cintiq 16 Pro (DTH-1620)?


I don't know how else to explain it, honestly. There's a link that comes with the device that connects it to the USB, Power cord, and HDMI because the device doesn't have those ports. It's a cintiq pro 13.

I've now plugged it in to my into my macbook and works fine so Windows [censored] me over somehow with their stupid updates for sure. If I had an ipad I wouldn't have to worry about Grafic card drivers/OS drivers and Wacom drivers not working together, is what I meant.

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

Re: USB driver G: instead of Wacom

Postby wacom5 » Mon 25. May 2020, 07:11

Stammis wrote:I don't know how else to explain it, honestly. There's a link that comes with the device that connects it to the USB, Power cord, and HDMI because the device doesn't have those ports. It's a cintiq pro 13.
Thanks for clarifying. Initially you said you have a Cintiq 16 and that device is quite different from a Cintiq Pro 13.
The Cintiq Pro has an SD card slot and from what you describe, Windows is being able to detect this slot, but your the Pen device as HID. Please try the following the steps here https://www.wacom.com/en-de/support?guideId=010-373
If the problem persists you need to contact support for a deeper diagnosis.
Need immediate help? Contact our Support: https://support.wacom.com

Stammis
Posts: 7
Joined: Sat 3. Aug 2019, 17:18

Re: USB driver G: instead of Wacom

Postby Stammis » Mon 25. May 2020, 08:49

wacom5 wrote:
Stammis wrote:I don't know how else to explain it, honestly. There's a link that comes with the device that connects it to the USB, Power cord, and HDMI because the device doesn't have those ports. It's a cintiq pro 13.
Thanks for clarifying. Initially you said you have a Cintiq 16 and that device is quite different from a Cintiq Pro 13.
The Cintiq Pro has an SD card slot and from what you describe, Windows is being able to detect this slot, but your the Pen device as HID. Please try the following the steps here https://www.wacom.com/en-de/support?guideId=010-373
If the problem persists you need to contact support for a deeper diagnosis.


Thanks, I'll try. I have new information, though: I bought an adapter so I can plug in the HDMI cable to my macbook. The device worked for a day, but the next day when I booted it up, it had no signal again... Nothing had changed, no updates... Though, I updated the wacom driver from Wacom centre after I had the signal problem.


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