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Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Sat 1. Feb 2020, 18:39
by glhoste
After installing the latest drivers (6.3.38-3) on macOS Catalina (10.15.3), everything seems to work fine except for a firmware update that show up in Wacom Desktop Center.
I can't install this firmware update, it downloads normally, then a image disk mounts on my desktop for a couple of second then unmount and the update is cancelled. I have checked many times that all permissions are setup following the instructions in the post for Catalina.
Is there a way to update the tablet firmware manually?

Re: Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Mon 3. Feb 2020, 09:14
by wacom5
Hello,

There is no way to update the firmware manually, only through Wacom Desktop Center.

Which Intuos Pro version? Which firmware update is it? Are you connecting the Intuos Pro directly to your Mac or are you using a USB HUB or USB adapter? Do you have another computer you can try on?

Re: Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Sat 11. Apr 2020, 10:16
by MoseleMusic
Hi there

I'm having the exact same problem.
I got a MacBook Pro Catalina 10.15.4 with the latest Driver installed. It's a Intuos Pro Medium (bought in 2017) with a USB C HUB. I've tried with a USB C cable. Still not working.
I've tried to update the firmware via my MacBook Air which has USB 2 but didn't work either. (same driver and OS)

Thanks for the help.

Re: Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Thu 30. Jul 2020, 23:33
by calmac
Same issue here with the firmware update on an intuos pro. Hope someone can assist as I've tried all of the usual troubleshooting methods (update driver and permissions etc.)

Thanks!

Re: Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Sat 12. Sep 2020, 14:33
by Johannes
+1
Tried with two different Computers (MacBook Pro and HP Windows Laptop).

Re: Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Wed 23. Sep 2020, 12:20
by PAFEROL
+1000!!!!

The same issue!!
I buy yesterday Intuos Pro M and after a LOT OF PROBLEMS to install the driver with permissions security... appears runs ok, but the WACOM DESKTOP CENTER (At firs time when I unbox and plug my tablet, appears message to upgrade the Firmware I run the upgrade, and runs fine ...It seems...)

When I finish to install, erase and reinstall the last driver 6.3.40-2 and put the right permissions in control panel privacy& security (mad sistem!!, only runs fine if you take in manual mode!!!), reboot my MacBook Pro 16'' with Catalina 10.5.6 (19G2021), put the permission another time in control panel security, appears runs fine my Intuos Pro M (plug trough OWC Dock 14 ports in a USB 3.0 with charge https://www.owcdigital.com/products/thunderbolt-3-dock-14-port, because my Macbook Pro only have 4 thunderbolt 3 ports, and when I run the app Wacom Desktop Center (WDC in advance), appears the upgrade firmware again an again...

When I run and say yes to the upgrade appears a message error (I do 4 times... at least), when accept the error message upgrade, my Intuos Pro M disappear in the control panel Tablet and in the app wacom Desktop Center...

Reboot my Mac, open another time WDC, and the same message to upgrade the firmware, and the same error (I've the screen image, but in this forum I do not know how to upload images)

PLEASE Dear Wacom TEAM can you help me???? I need to know that I bought a tablet with no issues and runs fine!!!

(I have another wacom tablet since 2005 Intuos 3 and runs fine all this years... I buy a new tablet because I think the new tablet run fine in my new MacBookPro 16, the old Intuos 3 is no compatible because there are no more upgrade drivers

I mad with this headache new tablet :(

Bad Purchase?? Sure! because can not finish my urgent work for my client, at the moment

Re: Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Wed 23. Sep 2020, 12:23
by PAFEROL
Sherlock Holmes Clue: The Icon firmware upgrade app is the default icon app in OS catalina... (at least in my Mac)

Thanks in advance!!

Re: Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Fri 25. Sep 2020, 08:59
by aadvan
Same issue here.

Intuos Pro PTH-660, macOS Catalina 10.15.6, MacBook Pro 16" 2019, StayGo USB-C hub.

Please fix this Wacom!

Re: Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Fri 25. Sep 2020, 23:57
by gmdamato
Hi Guys! Have the same problem since a couple of days... find out something that finally let me install the firmware.
The problem I guess is the gatekeeper.

Open the Wacom Desktop Center
Select Update, and try to update the the firmware.
It will open a window and download the firmware.
Open a finder window and keep it next...
Press update. You will see in the finder window that it will mount an image called: FirmwareUpdate...
Click there (as fast as you can) and you will see a folder and 2 files. Copy everything to the desktop.
Then press Yes, finish with the whole thing and it will failed as it is happening now...
Ok, from those files you copied, Control+Click FirmwareUpdater and click on Show Package Content... There is a folder called MacOs, enter there, and double click on the FirmwareUpdater file. This will open the terminal. And then I will try to do the firmware update. Put Yes and should open a firmware app. Close that app... I think in the middle told me I cannot open it or something...
Anyway, go to system preferences, go go Security & Privacy, and click on the lock putting your password...
Go to Privacy, Input Monitoring, and then you will see listed FirmwareUpdater... click on the checklist...
wow this is long... now, go back to the wacom desktop center... updates... and do the update... this time it should work... at least worked fine for me...
hope it helps!

Re: Unable to update firmware of my Intuos Pro - macOS Catalina

Posted: Mon 28. Sep 2020, 11:09
by PAFEROL
gmdamato wrote:Hi Guys! Have the same problem since a couple of days... find out something that finally let me install the firmware.
The problem I guess is the gatekeeper.

Open the Wacom Desktop Center
Select Update, and try to update the the firmware.
It will open a window and download the firmware.
Open a finder window and keep it next...
Press update. You will see in the finder window that it will mount an image called: FirmwareUpdate...
Click there (as fast as you can) and you will see a folder and 2 files. Copy everything to the desktop.
Then press Yes, finish with the whole thing and it will failed as it is happening now...
Ok, from those files you copied, Control+Click FirmwareUpdater and click on Show Package Content... There is a folder called MacOs, enter there, and double click on the FirmwareUpdater file. This will open the terminal. And then I will try to do the firmware update. Put Yes and should open a firmware app. Close that app... I think in the middle told me I cannot open it or something...
Anyway, go to system preferences, go go Security & Privacy, and click on the lock putting your password...
Go to Privacy, Input Monitoring, and then you will see listed FirmwareUpdater... click on the checklist...
wow this is long... now, go back to the wacom desktop center... updates... and do the update... this time it should work... at least worked fine for me...
hope it helps!


Thanks for your support dear gmdamato

(We are still waiting for the official response from wacom ...)

In my case, I already have security and privacy checked on with the firmwareupdate app checkbox, but it keeps giving an error and does not update any firmware. I've got the same error

@gmdamato and the others. Can you tell which is the latest firmware version of wacom intuos pro (M in my case or PTH-660)?
Where can you check the firmware version of our tablet?
Is it on the control panel / about / find out button?

On my tablet it says version: 1.5.0.0 (below the tablet model)
Is this number the firmware version?
Do you have the same?

I want to know, please, about @gmdamato after the update, your firmware version, or the latest version of firmware for the Intuos Pro M (2017)

Thanks in advance