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Darkscreen with full power Cintiq22HD

Wacom One, Cintiq and Cintiq Pro
Duncanway
Posts: 3
Joined: Tue 11. May 2021, 21:26

Darkscreen with full power Cintiq22HD

Postby Duncanway » Tue 11. May 2021, 21:30

Hi, Hoping someone can give me insight...

I am running a 2021 iMac 27 with Big Sur. I have Wacom Cintiq 22HD (DTK-2200) that is connected via a DVI-D cable and a DVI-USB-C connector. Both Big Sur and the Wacom Drivers are up to date. It was working fine and after a day I went to wake it up, and the screen was dark. I have been in touch with Wacom Tech Service and although they are helpful they seem as unsure as I am. Here is what I know:

The Cintiq screen is dark
The Cintiq is powered up. I have a blue light power indicator.
The backlight IS functioning.
The Cintiq displays the Main Menu on-screen when prompted.
The Cintiq is receiving info from the pen. It pulls the mouse curser off the primary screen and the blue light Pen indicator illuminates when the pen is touched to the Cintiq screen.
The System Preferences indicates that the Cintiq is connected and can be seen by the iMac via "displays" and the "Wacom Tablet" options.

What I have done: I have tried a different DVI - USB_C connector - did not work
I have ordered two new ones from Wacom recommended vendors - Startech and Kanex - I am awaiting them
I uninstalled the Wacom Driver and reinstalled it. - Did not work
I have turned power off and on on the iMac and the Cintiq - did not work
I have restarted the iMac and the Cintiq in different orders
I have downloaded the driver to my MacBook Air running Catalina OS and connected via DVI - Thunderbolt - did not work
I have replaced the DVI-D M/M cable - Did Not Work


Im growing frustrated and concerned. Plus I haven't worked in a day and a half trying to fix it. It actually feels like Ive turned off or disabled something by accident because it appears that EVERYTHING is working fine except there is nothing displayed! Anyway Id love some insight from someone with knowledge



Thanks

wacom5
Posts: 1464
Joined: Tue 8. Aug 2017, 14:35

Re: Darkscreen with full power Cintiq22HD

Postby wacom5 » Wed 12. May 2021, 11:50

Hi,
Do you have a no input signal error message in screen?
It is very likely that your device needs to be repaired so I strongly advise you to follow up with support team.
Need immediate help? Contact our Support: https://support.wacom.com

Duncanway
Posts: 3
Joined: Tue 11. May 2021, 21:26

Re: Darkscreen with full power Cintiq22HD

Postby Duncanway » Wed 12. May 2021, 12:08

yes, I have been in touch and continue a dialogue with support, but Im hoping there is someone that can help....Support is as unsure as I am. and No. there is no error message. As I said, it is acting like its operating perfectly. When My iMac goes to sleep, the Cintiq displays the message that it is going to sleep on its own screen. Then when I wake my imac, the Cintiq power indicator light turns blue and the backlight illuminates as if its normal. Ive ordered a direct DVI to to USB-C to see if that will help.....still stumped

Duncanway
Posts: 3
Joined: Tue 11. May 2021, 21:26

Re: Darkscreen with full power Cintiq22HD

Postby Duncanway » Mon 17. May 2021, 12:37

FIXED!!

After a week out of service and $178 in new Cables and connectors I repaired the issue via a simple "reset" of the Cintiq through the on-screen Main Menu. Wacom Support failed to provide this solution (They were certain it was a wire/ connector issue) so I guess I shouldn't feel as stupid as I do. Anyway, Here is what I did:

Selected Cintiq Main Menu via the Main Menu Button
Selected - Other Settings
Selected - Reset
Selected - Yes

The display image came on immediately

wacom5
Posts: 1464
Joined: Tue 8. Aug 2017, 14:35

Re: Darkscreen with full power Cintiq22HD

Postby wacom5 » Tue 18. May 2021, 07:54

I was under the impression you had already tried this.
Duncanway wrote:(...)
I have turned power off and on on the iMac and the Cintiq - did not work
(...)

Probably the issue was really only the cables as resetting the device should never affect the ability to receive a video signal.
Need immediate help? Contact our Support: https://support.wacom.com


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