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Touch stops working until pen is used

Intuos, Intuos Pro, Bamboo, Graphire, etc.
eliotlovell
Posts: 14
Joined: Thu 16. Mar 2017, 08:56

Touch stops working until pen is used

Postby eliotlovell » Tue 25. Sep 2018, 18:01

Using an Intuos PT small and the touch function often stops working until I use the pen again, and then it works fine - until the next time. Happens every 10 minutes or so.

Using macOS 10.14 on MacBook Pro 13.

Will this be fixed?

Thanks :)

wacom5
Posts: 244
Joined: Tue 8. Aug 2017, 14:35

Re: Touch stops working until pen is used

Postby wacom5 » Wed 26. Sep 2018, 09:44

What is your exact tablet model and which driver version are you using? Does this happen in every application or only in a specific application?
When the issue happens, please open the Wacom Tablet Properties, click on About and Diagnose next. Please tell me what you observe, is the driver detecting your touch input?

eliotlovell
Posts: 14
Joined: Thu 16. Mar 2017, 08:56

Re: Touch stops working until pen is used

Postby eliotlovell » Wed 26. Sep 2018, 10:59

Thanks for your reply.

The device is CTH-490
The control panel and driver are 6.3.31-4

This happens in any application - it's happened on two different Macs, too.

I'll open diagnose next time it happens :)

eliotlovell
Posts: 14
Joined: Thu 16. Mar 2017, 08:56

Re: Touch stops working until pen is used

Postby eliotlovell » Wed 26. Sep 2018, 11:32

OK - it just happened (again) and the Diagnose window registers the touch input, but the cursor doesn't move again until I use the pen.

eliotlovell
Posts: 14
Joined: Thu 16. Mar 2017, 08:56

Re: Touch stops working until pen is used

Postby eliotlovell » Wed 26. Sep 2018, 18:14

Happened again - this time I tried switching the touch function on and off using the physical switch on the tablet - but even then the touch function is not working and the cursor doesn't move. I had to use the pen to get it to work again.

wacom5
Posts: 244
Joined: Tue 8. Aug 2017, 14:35

Re: Touch stops working until pen is used

Postby wacom5 » Thu 27. Sep 2018, 09:04

Thank you for the details. I will pass this along to the driver team and see if we can replicate.

eliotlovell
Posts: 14
Joined: Thu 16. Mar 2017, 08:56

Re: Touch stops working until pen is used

Postby eliotlovell » Thu 27. Sep 2018, 10:52

OK - thanks. If there is any app influence - I'm trying to track that now - then it might be useful to know that most of my time I am working in Chrome.

wacom5
Posts: 244
Joined: Tue 8. Aug 2017, 14:35

Re: Touch stops working until pen is used

Postby wacom5 » Fri 28. Sep 2018, 06:39

So far we have not been able to replicate this. Have you followed the steps in our Mojave FAQ?

eliotlovell
Posts: 14
Joined: Thu 16. Mar 2017, 08:56

Re: Touch stops working until pen is used

Postby eliotlovell » Fri 28. Sep 2018, 08:37

This has happened in every macOS since I bought the tablet - not just 10.14 :-/

eliotlovell
Posts: 14
Joined: Thu 16. Mar 2017, 08:56

Re: Touch stops working until pen is used

Postby eliotlovell » Fri 28. Sep 2018, 08:46

I don't understand how that FAQ you linked to is supposed to help? The touch function works, it only intermittently stops.

Also, the tablet driver doesn't show in the automation section in the Security and Privacy preference at all, only the Wacom Desktop Center.

I've tried uninstalling the Wacom software with your Utility app, but that doesn't do anything.

Do you have instructions on how to manually remove the software? I can't find any.

Thanks


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