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UX21 "no sync" message after two weeks of good work

Cintiq and Cintiq Pro
lollo69
Posts: 3
Joined: Tue 22. Sep 2020, 16:36

UX21 "no sync" message after two weeks of good work

Postby lollo69 » Tue 22. Sep 2020, 17:39

Hello,
my 1st generation UX21 (DTZ 2100) used to work well with all my old computers (Mac mini, HP laptop with Windows 7), both via VGA and HDMI adapters (the tablet has a DVI-I single link cable).
With my new ASUS laptop the tablet stopped working after one month of normal use.

I used a "DVI I to DVI D" adapter plus a "DVI D to HDMI" adapter to connect it to the hdmi port of the laptop.

Laptop has this features:
OS: windows 10 home 64 bit (version 1909)
16gb ram
graphic cards:
- Intel UHD Graphics 630
- NVIDIA GeForce GTX 1050
ports: HDMI, USB C

Cintiq has the latest driver (WacomTablet_6.3.15-3.exe)

First problems: after screensaver, it didn't turn on when I was moving the mouse, saying "NO SYNC", but when I rebooted the laptop it started working again.
The last week it worked without problems. Yesterday it stopped working. Black screen, but the tablet is on (orange light), OSD works, and until the "NO SYNC" message is on, the pen works.
On Windows > Display Settings I can see there are two displays (one of the two is "Cintiq UX21"!), but if I press Detect, it says "No other display" O__o that's quite strange!

I tried:
- reinstalling several times the driver
- unplugging and re-plugging all cables
- restarting both laptop and tablet
- using a "DVI I to HDMI" adapter

Any help will be appreciated, in this moment my tablet is unusable :-(
thanks
Lorenzo

wacom5
Posts: 1242
Joined: Tue 8. Aug 2017, 14:35

Re: UX21 "no sync" message after two weeks of good work

Postby wacom5 » Thu 12. Nov 2020, 07:27

Most likely the problem is the video cable from the Cintiq is dead since you already ruled out all the other options.
Need immediate help? Contact our Support: https://support.wacom.com

lollo69
Posts: 3
Joined: Tue 22. Sep 2020, 16:36

Re: UX21 "no sync" message after two weeks of good work

Postby lollo69 » Thu 12. Nov 2020, 08:50

wacom5 wrote:Most likely the problem is the video cable from the Cintiq is dead since you already ruled out all the other options.

thanks for your reply
the fact is that if I plug the cintiq to a mac mini via the same cable with the mini display port (with 2 adapters, dvi to vga + vga to mini display) the tablet works well...! O__o
the question is: can a cable work in a way and be dead on another way? I mean, could it be that the DVI cable works only if connected via vga?

wacom5
Posts: 1242
Joined: Tue 8. Aug 2017, 14:35

Re: UX21 "no sync" message after two weeks of good work

Postby wacom5 » Thu 12. Nov 2020, 09:19

Sounds like the problem is with the HDMI adapter.
Need immediate help? Contact our Support: https://support.wacom.com


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