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Intuos Pro L not working with Windows 10

Intuos, Intuos Pro, Bamboo, Graphire, etc.
racerwhiteside
Posts: 6
Joined: Sun 10. May 2020, 02:16

Intuos Pro L not working with Windows 10

Postby racerwhiteside » Sun 10. May 2020, 02:22

I switched from my older Intuos tablet to a brand new Intuos Pro L right out of the box this morning, followed the installation steps exactly, and it does not work. On startup, the orange light on the tablet blinks and Windows does not see the tablet. I have tried reinstalling according to the given steps, as well as trying to track down all Wacom related files on my computer and deleting them. I have tried a clean boot. I have looked in the device manager and the registry editor. Nothing has worked.

Is there some known issue preventing Intuos tablets from working with Windows 10 at the moment? This is pretty frustrating and the official support on the Wacom website is either broken or down for the time being.

wacom5
Posts: 1243
Joined: Tue 8. Aug 2017, 14:35

Re: Intuos Pro L not working with Windows 10

Postby wacom5 » Mon 11. May 2020, 08:22

Sounds more like to connection issue. First, please make sure your able to connect the tablet properly via USB - try a different USB port or a different cable if necessary. If this works fine then you can test the Bluetooth connection.

The support page seems to be working fine at the moment: https://www.wacom.com/support
To contact our support: https://www.wacom.com/support/contact-support
Need immediate help? Contact our Support: https://support.wacom.com

racerwhiteside
Posts: 6
Joined: Sun 10. May 2020, 02:16

Re: Intuos Pro L not working with Windows 10

Postby racerwhiteside » Mon 11. May 2020, 15:27

I have tried multiple USB ports with the same results. The very first time I tried to connect the tablet, Windows recognized that there was a Wacom Intuos Pro L connected and even displayed the proper icon for the device, but the orange light continued to flash and the tablet did not work. Now, it does not even recognize the device and will not find it when searching for available devices.

The support page on the Wacom website lets me fill out the entire form then tells me I did not complete the recaptcha, which doesn't exist on the page for me.

wacom5
Posts: 1243
Joined: Tue 8. Aug 2017, 14:35

Re: Intuos Pro L not working with Windows 10

Postby wacom5 » Tue 12. May 2020, 08:58

The cable might be defective then. Have you tried a different one? If you are not seeing the recaptcha, try one of the solutions here: https://support.google.com/recaptcha/?hl=en
Alternatively, you can try to contact us via chat or phone.
Need immediate help? Contact our Support: https://support.wacom.com

racerwhiteside
Posts: 6
Joined: Sun 10. May 2020, 02:16

Re: Intuos Pro L not working with Windows 10

Postby racerwhiteside » Tue 12. May 2020, 13:15

I have tried multiple cables in multiple ports with no success. I have been in touch with a Wacom representative through the online chat but they also seem to think it is a hardware issue.

I'm curious why this doesn't seem like a driver/software issue to Wacom - the installer for my new Intuos drivers did not properly remove all instances of older Wacom drivers and files, and the instructions out of the box go counter to all other USB installations I've ever seen. That is, the first instruction is to plug the device in, THEN install the drivers. Even the instructions to manually remove and reinstall the drivers on the Wacom website say to install the drivers first.

I have received an error message when inspecting the driver in the Windows Device Manager that tells me there is incomplete or missing data in the registry, but so far I haven't been able to get anyone at Wacom to tell me which files/registry entries I might need to be looking out for.

It seems like my support ticket with Wacom is getting to the point where they might ask me to send the tablet in to be replaced, which I'd really like to avoid since I have clients waiting for me to do work with my Intuos.

racerwhiteside
Posts: 6
Joined: Sun 10. May 2020, 02:16

Re: Intuos Pro L not working with Windows 10

Postby racerwhiteside » Tue 12. May 2020, 19:42

Perhaps it would have been helpful for me to know that after 6 months without use, the tablet's battery (which I wasn't even aware of) will not charge anymore, and there is no way to replace it myself. Now I've got a bricked tablet.

https://101.wacom.com/UserHelp/en/BatteryLife.htm

Curious how no one at Wacom has pointed this out.

wacom5
Posts: 1243
Joined: Tue 8. Aug 2017, 14:35

Re: Intuos Pro L not working with Windows 10

Postby wacom5 » Wed 13. May 2020, 07:21

The battery not charging is probably just another symptom of the hardware issue with the connection. If other cables don't help, the battery is not getting charged and there is no connection to the computer, then the issue is probably the USB-C port. Can you open the Wacom Tablet Properties and let me know what the error message is?
Need immediate help? Contact our Support: https://support.wacom.com

racerwhiteside
Posts: 6
Joined: Sun 10. May 2020, 02:16

Re: Intuos Pro L not working with Windows 10

Postby racerwhiteside » Wed 13. May 2020, 18:00

Wacom Tablet Properties says there is not a device connected. Is there a known issue with Wacom Intuos Pro USB-C ports?

Will you at least acknowledge the possibility that the tablet given to me sat unused for 6 months and the battery is now permanently dead? Because according to that link from Wacom, that sounds like a possibility.

wacom5
Posts: 1243
Joined: Tue 8. Aug 2017, 14:35

Re: Intuos Pro L not working with Windows 10

Postby wacom5 » Thu 14. May 2020, 06:26

Thanks for confirming the message. There is definitely a problem with port. You to talk to support and have the tablet checked. Otherwise ther eis no other way to fix the problem.
There is no specific known issue with USB-C ports on Intuos Pro for that matter. As for the battery, the only way to tell is by getting the device checked.
Need immediate help? Contact our Support: https://support.wacom.com

racerwhiteside
Posts: 6
Joined: Sun 10. May 2020, 02:16

Re: Intuos Pro L not working with Windows 10

Postby racerwhiteside » Thu 14. May 2020, 13:05

I'm extremely disappointed that a $500 piece of hardware doesn't work fresh out of the box. I've spoken with support and they've informed me that since I don't have the proof of purchase (it was a Christmas gift) and the tablet is apparently out of warranty (even though it was purchased brand new last December and unopened until three days ago) I will have to pay $311.75 if I want it replaced, because they will not perform a repair.

Overall starting to feel pretty ripped off by Wacom.


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