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Cintiq pro 13 not detecting display

Cintiq and Cintiq Pro
Aubiter
Posts: 2
Joined: Mon 24. Aug 2020, 20:14

Cintiq pro 13 not detecting display

Postby Aubiter » Mon 24. Aug 2020, 20:28

Hello,

I recently bought a Cintiq Pro 13 from a friend and I have been unable to get the display to function properly on my 2018 macbook pro. I have everything connected through a 3 in one USB-C adapter and it gives me the message "No signal". I've tried adding the accessibility options in system preferences, didn't work. I've tried buying a new adapter from apple to see if my previous adapter was broken, still didn't work. I've updated every driver and the issue still persists. I've read online about dragging and dropping the wacom apps to the "Automation" section of security and privacy, but for some reason when I do that it doesn't add it.

I know this isn't an issue with the cintiq itself because I was able to get the display to work when I connected it to my Windows 10 PC. Also, every once and a while when I'm lucky the display will suddenly work when hooked up to my macbook. However, when I shut off or disconnect the cintiq, it will revert back to not working again. Also, my pen functionality still works, its just the display that isn't working. I've spent hours looking for a solution and everyone who seems to have a similar problem as me were unable to fix this issue. What am I supposed to do now? Please help me.

wacom5
Posts: 1196
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq pro 13 not detecting display

Postby wacom5 » Tue 25. Aug 2020, 09:03

Hi,

Just to clarify, the Cintiq Pro 13 (or any Pen display for that matter) works with 2 components: Video and Pen/Touch data (via USB). The Wacom Driver and all the settings and configuration you did only affects the later and has no influence whatsoever over the video signal.

If the Cintiq is not detecting a video signal, then the issue is 100% related to the connection.

Please check the connection and make sure you are plugging the device correctly. See: https://www.wacom.com/support?guideId=003-304

If the issue persists, please contact our support: https://www.wacom.com/support/contact-support
Need immediate help? Contact our Support: https://support.wacom.com

Aubiter
Posts: 2
Joined: Mon 24. Aug 2020, 20:14

Re: Cintiq pro 13 not detecting display

Postby Aubiter » Wed 26. Aug 2020, 04:41

Hello,

I recently was able to get the display to work properly. All I had to do was directly plug it in through the USB-C ports. However I've run into a new problem. Recently, when my computer goes into sleep mode and wakes back up to the login screen, my cintiqs display stops working. Sometimes unplugging it and re plugging it fixes the problem, but over time it has gotten worse. Now when I plug it in, the display works but my pen functionality stops. When I go to system preferences, I get an error saying "No Wacom device is connected to your computer". And yes everything is properly plugged in when this happens. Now the only way to get it to work is to click on the wacom tablet settings in system settings right when my computer starts up. I do that because it synchronizes. I wasn't having any problems until an hour ago. This is ridiculous. I shouldn't be getting these stupid problems just because my macbook went into sleep mode. So what? Now I have to quickly go into system settings on start up just so my cintiq can work properly?

wacom5
Posts: 1196
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq pro 13 not detecting display

Postby wacom5 » Thu 27. Aug 2020, 13:25

I have seen a similar case with a customer located in Europe. I requested the Support team to contact you about this. We will need to ask you some questions and gather some additional data.
Need immediate help? Contact our Support: https://support.wacom.com


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