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Intuos Pro M in Windows 10 stops responding after 2 seconds

Posted: Wed 8. Jan 2020, 16:34
by loekvankooten
Hi all,

I plug in the Inuos Pro M on Windows 10. For 2 seconds, everything works brilliantly. Then the tablet stops responding (to anything: it's totally stuck). Even the Wacom Desktop Center can't be displayed anymore using the top left button. Take out USB plug, re-insert: I get response for 2 seconds again.

What I've tried:
1. Re-installing drivers (clean re-install with restarts)
2. Using other USB ports

Nothing helps. At the moment I'm stuck with a 300 euro brick that does nothing. I should add that this computer has no issues or whatsoever with other peripherals: it's only the tablet that's acting up.

Re: Inuos Pro M in Windows 10 stops responding after 2 seconds

Posted: Thu 9. Jan 2020, 09:11
by wacom5
Is the LED still ON when the tablet stops responding? Do you still see the tablet listed in the Wacom Desktop Center?
Have you tried a different cable as well?
Make sure Windows is NOT allowed to power OFF the device. Check the 2 Wacom Tablet entries under Human Interface Devices in the Device manager. Make sure these boxes are ticket OFF
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Re: Intuos Pro M in Windows 10 stops responding after 2 seconds

Posted: Fri 10. Jan 2020, 16:33
by loekvankooten
Power Management turned off for both devices. The device disappears from the device manager after two seconds. The lights of the device itself are still on.

Re: Intuos Pro M in Windows 10 stops responding after 2 seconds

Posted: Mon 13. Jan 2020, 08:54
by wacom5
loekvankooten wrote:Power Management turned off for both devices. The device disappears from the device manager after two seconds. The lights of the device itself are still on.

If the LED is still on, it means the connection is stable and the tablet should be receiving enough power which means the issue is most likely software.
You might still want to try a different cable as well but I doubt this would help.
If you are using a laptop, you can try these steps: https://www.tenforums.com/tutorials/73187-turn-off-usb-selective-suspend-windows-10-a.html
Otherwise, please reinstall your USB controller drivers and use a USB diagnostic tool to check the issue further if it persists.

Re: Intuos Pro M in Windows 10 stops responding after 2 seconds

Posted: Tue 14. Jan 2020, 15:57
by loekvankooten
I doubt that will solve this, as any other peripheral connected to this very USB port functions properly. This applies to all USB ports we tried to connect the tablet to. The problem seems to be the Wacom driver itself.

Re: Intuos Pro M in Windows 10 stops responding after 2 seconds

Posted: Wed 15. Jan 2020, 08:39
by wacom5
In that case, please open the Wacom Desktop Center and let us know what you see.
If you have the latest driver installed then you can click on Support > Driver Check > Start
Let us know what happens and take screenshots if possible.
If the driver is having errors and you cannot fix it by doing a restart, then I would recommend contacting our support as they will need to collect more data: https://support.wacom.com