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Wacom_touchuser.exe crash on Win 10

Intuos, Intuos Pro, Bamboo, Graphire, etc.
Posts: 6
Joined: Thu 29. Mar 2018, 13:40

Wacom_touchuser.exe crash on Win 10

Postby Dogface » Tue 16. Oct 2018, 14:01

I've had a three crashes and one brief hang over the past three months and two of these at least appear to be due to Wacom_TouchUser.exe.

I had one today. When changing focus from Painter to Chrome, the display hung for a second, then both windows disappeared followed by the display. My cursor was still visible and operated OK but the screen was black. I had to reset (and on reboot found my Painter profile was corrupted, as were my LibreOffice settings, likely by the forced shutdown).

Either at the time of the shutdown, or more likely immediately before, I got this in the Event Log:

Windows successfully diagnosed a low virtual memory condition. The following programs consumed the most virtual memory: Wacom_TouchUser.exe (15684) consumed 19613175808 bytes, Painter 2018 x64.exe (2724) consumed 2227904512 bytes, and avp.exe (4056) consumed 374169600 bytes.

What on earth was Wacom_TouchUser.exe doing taking 20Gb of virtual memory? I don't even have 20GGb of virtual memory, it's limited to 10.

Windows 10, latest driver 6-3-31.4, Wacom 5, grip pen, Touch off (on tablet)

More info: Please don't suggest using old drivers. The previous driver immediately prior to this one doesn't work and I was on an old driver when the first crash happened. I upgraded to see if it would fix it.

Also I see this isn't a new problem. http://www.forum.wacom.eu/viewtopic.php?t=1171 That thread a year old with no posted solution.

Posts: 6
Joined: Thu 29. Mar 2018, 13:40

Re: Wacom_touchuser.exe crash on Win 10

Postby Dogface » Thu 18. Oct 2018, 20:26

Seeing as Wacom evidently have no clue I'm trying the Watchdog function in Process Lasso, which in theory will restart the Wacom process if it takes up more than 100Mb of virtual memory. I wonder if Wacom will refund me the £20 it cost to purchase this s/w. Nah.

Posts: 417
Joined: Tue 8. Aug 2017, 14:35

Re: Wacom_touchuser.exe crash on Win 10

Postby wacom5 » Fri 19. Oct 2018, 09:40

Unfortunately, we were never able to reproduce this in our tests. There was some suspicion that another driver was causing interference but this was never conclusive due to lack of feedback.
It has been hard to gather data about this issue since it's happening very seldom and we haven't been able to collect enough information. It would be very helpful if you could collect some logs and contact our support and share this information.

Posts: 6
Joined: Thu 29. Mar 2018, 13:40

Re: Wacom_touchuser.exe crash on Win 10

Postby Dogface » Wed 7. Nov 2018, 17:43

What I described in my second post seems to have fixed it. Better spend £20 than wait for Wacom to get round to it. Process Lassoo shuts down the process if it gets out of control. It makes no difference to the workings of the tablet other than touch is disabled, which is fine as I never use it. Ideally we should be able to prevent the process from running but I image that's internal to whatever the master process is.

Posts: 1
Joined: Wed 2. Jan 2019, 17:15

Re: Wacom_touchuser.exe crash on Win 10

Postby Corinne » Wed 2. Jan 2019, 17:39

Over the past year, I have experienced many crashes due to this same issue: wacom touch user mode driver memory maxed out.
I have an Intous Pro medium and keep updating Windows 10 and the tablet drivers, but the issue occurs seemingly randomly.

I've tried reverting to older drivers in the past which did not fix the issue. I tried redirecting the temp files to a larger hard-drive than the solid-state. The company I work for uses a crash plan software service. I thought that was interfering, so I uninstalled that and it seemed to help for a while, but I just experienced another slow down until I ended the service in task manager. I have disabled the touch function as I only use the pen, but the issue still persists.

In the past, it would "black screen" my computer 3 times a day, or sometimes twice in an hour, or sometimes it would not overload for days or weeks.
It had not crashed my computer for while now, but it almost did today by maxing the memory to 99%. It forced chrome to close and the black screen ended. My computer was slow, so I opened task manager and after waiting for it to open I was able to end Wacom_TouchUser.exe

It seems many people have also experienced this issue whether they actually report it or not. It might have something to do with a windows memory leak, but I don't know enough about it all, I'm just an artist who does the same type of work every day with the same programs running. This memory usage does not make sense and I wish I could get it fixed.

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