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cintiq pro 24 new usbport stopped working no device no connected other wacom tablets are working fine on same PC

Cintiq and Cintiq Pro
NiruSky
Posts: 3
Joined: Wed 25. Nov 2020, 06:43

cintiq pro 24 new usbport stopped working no device no connected other wacom tablets are working fine on same PC

Postby NiruSky » Sun 13. Dec 2020, 11:07

Hello I would really appreciate any advice
So my new 3 months only used cintiq pro 24 which was working just fine stopped working USB port is not recognized by pc anymore I have two computers one pc with windows 7 and other old laptop neither of them will recognize or do any action or little even pop action up when I connect cintiq usb cable
I am using HDMI port and usb A type port the strangest thing is my second Wacom into us pro works fine with both computers even key (remote black blob thing ) works and is recognized when I connect it independently to pc I tried everything from rebooting pc to reinstalling drivers Wacom cintiq is not shown in device manager or inhuman interface devices it is like cord or USB port is fried or damaged but other then that cintiq looks just fine and new there are some questions which did not give me rest at night lol
1- I have been trying to solve this cintiq problem for weeks and only once after unplugging usb cord multiple times to find the problem I plugged it in pc port and it worked, usb connection was working just fine then I unplugged cord and after that it stopped workin I tried different USB ports but same
2 -before this happened my windows 7 rebooted and in bios options that says start windows normally I choose start windows normally could this be the cause of cintiq malfunction I can not find connection I updated windows but this did not help again my intuous pro woks just fine in this pc
3- both cintiq and intuous pro can run on same Wacom drivers I have been using them for months without any problem
So what should I do should reinstall windows or try other usb cord I am very careful with my devices so never did anything to damage the cord it looks fine
Please any advice would be really appreciated I am very curious what is the cause does my cintiq fried inside ?maybe and usb motherboard inside is damaged then why it turned on only once after this incident ? Wacom support suggesting sending unit to Germany for repair but currently i am in the lockdown in my country I can cot arrange sending unit I am afraid to live house there is very high risk of catching Covid in my country
Please need help advice thank you

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

Re: cintiq pro 24 new usbport stopped working no device no connected other wacom tablets are working fine on same PC

Postby wacom5 » Mon 14. Dec 2020, 12:23

Try replacing the USB cable for starters. If this still doesn't work, contact our support team.
Need immediate help? Contact our Support: https://support.wacom.com

NiruSky
Posts: 3
Joined: Wed 25. Nov 2020, 06:43

Re: cintiq pro 24 new usbport stopped working no device no connected other wacom tablets are working fine on same PC

Postby NiruSky » Mon 14. Dec 2020, 15:20

wacom5 wrote:Try replacing the USB cable for starters. If this still doesn't work, contact our support team.

Hello thank you for reply yes I just purchased usb a 3.0 type port from Amazon and waiting for it to arrive but my cables are so new how could they get damage so soon I don’t even touch them

NiruSky
Posts: 3
Joined: Wed 25. Nov 2020, 06:43

Re: cintiq pro 24 new usbport stopped working no device no connected other wacom tablets are working fine on same PC

Postby NiruSky » Wed 23. Dec 2020, 09:53

Wanted to say If anyone stumbles upon this and has the same issues changing USB cable to new one does not fix the problem unfortunately 99 perfect this is something "bug" or problem that was initially with cintip24p so after a lot of research I did by myself it looked like any windows update or changes with windouws update can trigger cintiq to lose data of tablet /pen touch screen functioning and damage is permanent this might not happen when windows updates if you are lucky I have not tested if this is because of new wacom drivers but I doubt it is , I lost trust in wacom unfortunately having cintiq24pro was nightmarish experience for me I should have spent time painting on it but instead I spend months fixing it and trying to understand what happened to it


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