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Intuos Pro drops out - not detected by Mac

Intuos, Intuos Pro, Bamboo, Graphire, etc.
galway59
Posts: 3
Joined: Thu 20. Dec 2018, 23:52

Intuos Pro drops out - not detected by Mac

Postby galway59 » Fri 21. Dec 2018, 00:11

Just this month my Intuos Pro has started misbehaving: while using it I notice my laptop screen judder (a quick jump to the right) and then the tablet is no longer connected (power light off, curser not controlled).

On a 2017 15 inch MacBook Pro, OS 10.14.2, connected via USB (and AUKEY USB A to C adapter), Wacom 6.3.32-3. I have tried an Apple (Belkin) USB A to C adapter with no improvement. Swapped my small Intuos Pro for my Medium Intuos Pro, no improvement (both show the same drop-outs). The wireless kit is not inserted.

When I restart my MacBook Pro the problem resolves itself for a while most times ... have had to remove and reinstall the Wacom driver a few times (damn ... tablet just dropped out again typing this - and, for the first time came back on its own after another jump on the screen).

I have removed User preferences in the Wacom Utility and confirmed that the Wacom Touch Driver is listed and ticked in Accessibility/Privacy Settings.

The dropouts do not seem to be related to any issue with connections (ie no movement or bumping of Wacom/MacBook connections).

Any tips?

wacom5
Posts: 476
Joined: Tue 8. Aug 2017, 14:35

Re: Intuos Pro drops out - not detected by Mac

Postby wacom5 » Fri 21. Dec 2018, 08:00

Which error message do you see when you try to open the Wacom Tablet Preferences? Please contact our support with this information. In depth troubleshooting will be required and probably you will be asked to provide some log files. https://support.wacom.com/

galway59
Posts: 3
Joined: Thu 20. Dec 2018, 23:52

Re: Intuos Pro drops out - not detected by Mac

Postby galway59 » Fri 21. Dec 2018, 08:35

No error message, the connection to the tablet just drops out (no device detected under devices in the Wacom Desktop Centre)

Had a response from support: uninstall the driver and install the previous driver. So far so good (but only an hour)

galway59
Posts: 3
Joined: Thu 20. Dec 2018, 23:52

Re: Intuos Pro drops out - not detected by Mac

Postby galway59 » Sun 23. Dec 2018, 22:42

The previous driver (to the most current one) helps, with my connection lasting longer, but I still have drop outs and need to restart my MacBook Pro and/or delete all users in the Wacom Utility to restore the connection to my tablet. Frustrating!

wacom5
Posts: 476
Joined: Tue 8. Aug 2017, 14:35

Re: Intuos Pro drops out - not detected by Mac

Postby wacom5 » Thu 27. Dec 2018, 11:21

galway59 wrote:The previous driver (to the most current one) helps, with my connection lasting longer, but I still have drop outs and need to restart my MacBook Pro and/or delete all users in the Wacom Utility to restore the connection to my tablet. Frustrating!

I'm not sure this is just a Wacom driver issue. You should check with Apple as well. There might be an issue with the USB ports controllers.

dream33
Posts: 17
Joined: Fri 17. Mar 2017, 04:39

Re: Intuos Pro drops out - not detected by Mac

Postby dream33 » Sun 30. Dec 2018, 06:46

I have the same issue. It didnt happen before with highsierra and old drivers. This is something recent. I feel there are some diriver/power management conflicts happening.
No idea how to troubleshoot this as well :(


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