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Cintiq 24HD Black Screen Issue

Wacom One, Cintiq and Cintiq Pro
moonknighter
Posts: 2
Joined: Wed 10. Mar 2021, 04:54

Cintiq 24HD Black Screen Issue

Postby moonknighter » Wed 10. Mar 2021, 05:07

Hi, I just bought a pre owned Wacom Cintiq 24HD and after plugging it into my MacBook Pro (late 2011 model) I started getting a black screen blink every once in a while, sometimes it’d stay longer, other times it’d give me an “out of scan range” message.

I’m using a DisplayPort cable plugged into a Mini DisplayPort/thunderbolt adapter, the blinks would be a lot less frequent if I unplugged then plugged back in, especially on the DisplayPort end, I could go a full 24 hours without a hiccup, then it’d go black again, stay that way until i did the unplug/plug thing and go back to normal once more.

Today it wouldn’t come back no matter how much I did this, the only fix was to restart the Mac. Looking this up online didn't give me much information, the user manual troubleshooting says it's likely to be resolution and refresh rates too high, I tried lowering the refresh rate but the dropdown menu for it is greyed out and I have no idea how to access it and change it, I tried using an app called SwitchResX, restarted the machine and while the new refresh rates continue to show up on this app, the system preferences window keeps showing the original one.

I'm seriously running out of options here, other forums I tried swiftly ignored me, I need to work, I can't return the device and this problem is driving me nuts, PLEASE someone help me out here.

My gpu is Intel HD Graphics 3000 512MB in case that helps.

Thanks!

worldclock2017
Posts: 29
Joined: Sun 19. Mar 2017, 02:03

Re: Cintiq 24HD Black Screen Issue

Postby worldclock2017 » Thu 11. Mar 2021, 05:06

These symptoms seem to be the same symptoms that are going to happen to all Cintiqs eventually. Black screen sometimes, then more often, then eventually it doesn't turn on at all. It has happened to so many users of all types of cintiqs incuding myself - just research these forums and you will find plenty of information on it.

I had a 21UX and the exact same thing happened after just 4 years of use. Eventually it got worse and doesn't work anymore. So I bought a 27QHD after that one because I needed it for work.

There are also reports of this now starting to happen with Cintiq 27s and I know it's only a matter of time before it happens to mine.

I can only imagine when this starts happening to the Cintiq 32 Pro's... the owners of those tablets are going to be totally out of luck. How can you ship that big of a monitor through the mail, out of the country and all the way to Wacom just to get it fixed? That will be 1000's more dollars spent ontop of the almost 5000 dollars it cost to buy it in the first place. There comes a time when it no longer makes sense and we need to start looking at cheaper alternatives and get by with those.

Unfortunately what you are describing sounds like the beginning of the end for your Cintiq. Eventually it's going to die out completely and you will have no other option other than to ship it out to Wacom (hopefully they are close to you) and get it fixed. This is speaking from my own experience and many, many other users as well. Hopefully I'm wrong, maybe there is a quick fix for you though. Someone might have a suggestion for you to try. Best of luck. You're not alone, many of us have been there.

moonknighter
Posts: 2
Joined: Wed 10. Mar 2021, 04:54

Re: Cintiq 24HD Black Screen Issue

Postby moonknighter » Thu 11. Mar 2021, 18:39

worldclock2017 wrote:These symptoms seem to be the same symptoms that are going to happen to all Cintiqs eventually. Black screen sometimes, then more often, then eventually it doesn't turn on at all. It has happened to so many users of all types of cintiqs incuding myself - just research these forums and you will find plenty of information on it.

I had a 21UX and the exact same thing happened after just 4 years of use. Eventually it got worse and doesn't work anymore. So I bought a 27QHD after that one because I needed it for work.

There are also reports of this now starting to happen with Cintiq 27s and I know it's only a matter of time before it happens to mine.

I can only imagine when this starts happening to the Cintiq 32 Pro's... the owners of those tablets are going to be totally out of luck. How can you ship that big of a monitor through the mail, out of the country and all the way to Wacom just to get it fixed? That will be 1000's more dollars spent ontop of the almost 5000 dollars it cost to buy it in the first place. There comes a time when it no longer makes sense and we need to start looking at cheaper alternatives and get by with those.

Unfortunately what you are describing sounds like the beginning of the end for your Cintiq. Eventually it's going to die out completely and you will have no other option other than to ship it out to Wacom (hopefully they are close to you) and get it fixed. This is speaking from my own experience and many, many other users as well. Hopefully I'm wrong, maybe there is a quick fix for you though. Someone might have a suggestion for you to try. Best of luck. You're not alone, many of us have been there.



Thanks for your reply and sharing your experience. It turns out I might not be that out of luck at least not yet, as I went digging further and further it seems to be a GPU issue with my MacBook, as it's an older model it is not handling the refresh rates and resolution needed for this device to work. I did tests with different refresh rates and resolutions and the black screen problem went away. That, however, did not completely solve my problem because the tablet part with the pen and express keys don't seem to work on those specs so I might be looking into getting an eGPU or a completely new machine, either a new Mac or a new PC which I'm still investigating which should be the most cost effective option.

My Cintiq will no doubt die out eventually but it doesn't seem to be its time just yet.

wacom5
Posts: 1372
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq 24HD Black Screen Issue

Postby wacom5 » Thu 15. Apr 2021, 07:16

Hi,
Yes, the issue you describe doesn't seem to be related with with the other issue worldclock2017 mentioned.
As you said I would consider replacing your Mac but to be sure this is not an issue with the Cintiq, perhaps you can test with a different computer?
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