News 20.07.2020:
Dear customer, due to cookie policies we cannot allow embedding pictures from 3rd party sites any more.
In case you want to show our support teams a picture, open a case at http://www.wacom.com/support/contact-support
Thanks for your understanding.



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

About ARM architecture-based computer support:
Check our FAQ: Does the Wacom driver support ARM architecture-based computers?

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?

Cintiq 13HD display issue with new 2020 Macbook

Cintiq and Cintiq Pro
hamilton4
Posts: 4
Joined: Thu 26. Nov 2020, 03:40

Cintiq 13HD display issue with new 2020 Macbook

Postby hamilton4 » Thu 26. Nov 2020, 04:23

Hello there,
I recently got the new 2020 MacBook Pro with Big Sur OS and was attempting to get my Cintiq 13HD connected. I downloaded the latest drivers, adjusted all the security/privacy settings I could find as detailed on other sites. I reached the point where the screen would display, the pen and pen sensitivity were responsive, but the colors were completely off. Everything seems tinted purple, or at least pure black appears purple. The Wacom Desktop Center recognizes the Cintiq is connected and I can change most settings, but when I try to access the Wacom Display Settings I get a prompt saying that no device is connected.

This problem seems to again come down to iOS's security settings, so I tried uninstalling and reinstalling the driver and following any advice I could find to allow the MacBook let the drivers do whatever they need to do. But no matter what I tried the Display Settings wouldn't recognize the tablet.
For reference the main steps I tried:
https://machollywood.com/blogs/news/com ... y-settings
https://www.wacom.com/en-us/support?lin ... Id=151-673

Now, the Cintiq's usb and HDMI cables do have to be plugged in using a dock as the MacBook only has thunderbolt ports so I thought maybe the dock I had might not be transmitting correctly through the HDMI, so I just connected a TV through it and the colors were perfect so it doesn't seem like that's the issue...

There was also a chance messing with the "Night Shift" settings would fix things, but no luck.

This is also not an issue with the hardware or cable as it works fine on my old laptop. I'm at a complete loss on how to proceed and what else to try to get the colors right.

wacom5
Posts: 1287
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq 13HD display issue with new 2020 Macbook

Postby wacom5 » Thu 26. Nov 2020, 13:37

Hello.
Seems like the problem might be with the Cintiq 13HD's 3-in-1 cable. Can you test this by connecting to a different computer, preferably without needing an adaptor. If the issue persists, please check with our support. In case your device is no longer in warranty, you may need to purchase a new cable.
Need immediate help? Contact our Support: https://support.wacom.com

hamilton4
Posts: 4
Joined: Thu 26. Nov 2020, 03:40

Re: Cintiq 13HD display issue with new 2020 Macbook

Postby hamilton4 » Thu 26. Nov 2020, 15:51

Yes the cable works fine on my old laptop and the colors on the display are good there.

wacom5
Posts: 1287
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq 13HD display issue with new 2020 Macbook

Postby wacom5 » Fri 27. Nov 2020, 09:08

Then there seems to be a compatibility issue with the 3-in-1 cable and the adaptor. You might want to try a different one from a different brand.
Need immediate help? Contact our Support: https://support.wacom.com

hamilton4
Posts: 4
Joined: Thu 26. Nov 2020, 03:40

Re: Cintiq 13HD display issue with new 2020 Macbook

Postby hamilton4 » Fri 27. Nov 2020, 16:33

I will try getting another adapter, fingers crossed it works.

hamilton4
Posts: 4
Joined: Thu 26. Nov 2020, 03:40

Re: Cintiq 13HD display issue with new 2020 Macbook

Postby hamilton4 » Mon 30. Nov 2020, 04:46

Got a different adapter and to my surprise it actually worked! Perfect colors.
I really did not expect incompatible HDMI sockets to be a thing. But for those curious: the dock that gave the off colors was an Aukey brand dock, and the dedicated HDMI to thunderbolt adapter was QGeeM brand. So if anyone comes along with something similar happening, worth trying a different adapter. Thanks for the advice.

wacom5
Posts: 1287
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq 13HD display issue with new 2020 Macbook

Postby wacom5 » Mon 30. Nov 2020, 08:52

Glad to hear you found a solution. Thanks for the update.
Need immediate help? Contact our Support: https://support.wacom.com

Gaetan1992
Posts: 1
Joined: Tue 8. Dec 2020, 20:56

Re: Cintiq 13HD display issue with new 2020 Macbook

Postby Gaetan1992 » Tue 8. Dec 2020, 21:02

Hello I am French and I have exactly the same problem with an adapter from the brand vava can you tell me which adapter you have now?


Return to “Pen Displays”