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Touch stops working until pen is used

Posted: Tue 25. Sep 2018, 18:01
by eliotlovell
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 :)

Re: Touch stops working until pen is used

Posted: Wed 26. Sep 2018, 09:44
by wacom5
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?

Re: Touch stops working until pen is used

Posted: Wed 26. Sep 2018, 10:59
by eliotlovell
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 :)

Re: Touch stops working until pen is used

Posted: Wed 26. Sep 2018, 11:32
by eliotlovell
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.

Re: Touch stops working until pen is used

Posted: Wed 26. Sep 2018, 18:14
by eliotlovell
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.

Re: Touch stops working until pen is used

Posted: Thu 27. Sep 2018, 09:04
by wacom5
Thank you for the details. I will pass this along to the driver team and see if we can replicate.

Re: Touch stops working until pen is used

Posted: Thu 27. Sep 2018, 10:52
by eliotlovell
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.

Re: Touch stops working until pen is used

Posted: Fri 28. Sep 2018, 06:39
by wacom5
So far we have not been able to replicate this. Have you followed the steps in our Mojave FAQ?

Re: Touch stops working until pen is used

Posted: Fri 28. Sep 2018, 08:37
by eliotlovell
This has happened in every macOS since I bought the tablet - not just 10.14 :-/

Re: Touch stops working until pen is used

Posted: Fri 28. Sep 2018, 08:46
by eliotlovell
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