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Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Intuos, Intuos Pro, Bamboo, Graphire, etc.
laptopleon
Posts: 14
Joined: Tue 31. Jan 2017, 11:26

Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby laptopleon » Sun 29. Mar 2020, 19:30

Hi,

My Mac (retina 15' MacBook Pro, macOS 10.14.6, latest updates) regulary restarts spontaneously when the Wacom drivers (latest, 6.3.38-3) that are needed for the PTH-651 Intous Pro Medium Touch to work, are installed. I'm quite sure it's the Wacom drivers, because after installing I had restarts, sometimes several times in a few hours, until I de-installed it. Then it was gone for days, until I re-installed the driver.

Apart from the random restarts, it's striking that the Wacom software at some moments draws a very heavy load on the CPU. I noticed it sometimes gets so warm, that the MacBook Pro's fan gets noisy, even while I'm not doing anything CPU-intense. So I looked at the tasks, energy usage and saw the WacomTabletDriver and WacomTouchDriver hit 35 and 20% energy impact, while most of the time they around the 0.1% that you'd expect.

Even stranger is, that a spontaneous restart or WacomTabletDriver / WacomTouchDrive frenzy happens just as often while the tablet is not even connected.

After restarting, Finder shows a message that it restarted because of a problem. Also, it mentions: BSD process name corresponding to current thread: WacomTabletDrive




Here is an example of the first lines of todays crash log:

Anonymous UUID: 7A369BB8-219D-A498-0C51-3DD5BD34003B

Sun Mar 29 14:56:56 2020

*** Panic Report ***
panic(cpu 6 caller 0xffffff800bfcdbff): "thread_invoke: preemption_level -1, possible cause: unlocking an unlocked mutex or spinlock"@/BuildRoot/Library/Caches/com.apple.xbs/Sources/xnu/xnu-4903.278.28/osfmk/kern/sched_prim.c:2420
Backtrace (CPU 6), Frame : Return Address
0xffffff81eb6c38e0 : 0xffffff800bfaf58d
0xffffff81eb6c3930 : 0xffffff800c0eb145
0xffffff81eb6c3970 : 0xffffff800c0dc87a
0xffffff81eb6c39e0 : 0xffffff800bf5c9d0
0xffffff81eb6c3a00 : 0xffffff800bfaefa7
0xffffff81eb6c3b20 : 0xffffff800bfaedf3
0xffffff81eb6c3b90 : 0xffffff800bfcdbff
0xffffff81eb6c3c10 : 0xffffff800bfcc17f
0xffffff81eb6c3c60 : 0xffffff800c0d4889
0xffffff81eb6c3cb0 : 0xffffff800c0d3f98
0xffffff81eb6c3ce0 : 0xffffff800c6839bd
0xffffff81eb6c3d10 : 0xffffff800c090db0
0xffffff81eb6c3d40 : 0xffffff800c091b0b
0xffffff81eb6c3d80 : 0xffffff800bfb4dcc
0xffffff81eb6c3dd0 : 0xffffff800bf8fb41
0xffffff81eb6c3e50 : 0xffffff800bfa425e
0xffffff81eb6c3ef0 : 0xffffff800c0c27b7
0xffffff81eb6c3fa0 : 0xffffff800bf5d1b6

BSD process name corresponding to current thread: WacomTabletDrive

Mac OS version:
18G4032

Kernel version:
Darwin Kernel Version 18.7.0: Mon Feb 10 21:08:45 PST 2020; root:xnu-4903.278.28~1/RELEASE_X86_64
Kernel UUID: A52CF11D-A733-3E77-832B-D42063739C84
Kernel slide: 0x000000000bc00000
Kernel text base: 0xffffff800be00000
__HIB text base: 0xffffff800bd00000
System model name: MacBookPro11,3 (Mac-2BD1B31983FE1663)

Please let me know if you need the rest of the log, more logs, or what else I can do to assist.

wacom5
Posts: 1242
Joined: Tue 8. Aug 2017, 14:35

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby wacom5 » Tue 31. Mar 2020, 06:50

Hi, thanks for reporting this issue with all the details. We would need to collect a bit more data. Can you use the Driver Logging tool from the Support section in the Wacom Desktop Center to collect some additional logs and send them to our support team - https://www.wacom.com/contact
Need immediate help? Contact our Support: https://support.wacom.com

laptopleon
Posts: 14
Joined: Tue 31. Jan 2017, 11:26

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby laptopleon » Tue 31. Mar 2020, 09:47

I didn't know there was a Driver Logging tool. I will look into it.

1) How can I send the logs to the support team? On the linked page nor elsewhere on the site I can find an email address or contact form.
Last edited by laptopleon on Tue 31. Mar 2020, 10:07, edited 1 time in total.

laptopleon
Posts: 14
Joined: Tue 31. Jan 2017, 11:26

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby laptopleon » Tue 31. Mar 2020, 10:06

I looked into it and have two more questions:

2) Does the tablet need to be connected, in order to gather logs?
3) Does the Wacom Center app need to be active all the time, to gather logs?

wacom5
Posts: 1242
Joined: Tue 8. Aug 2017, 14:35

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby wacom5 » Wed 1. Apr 2020, 06:38

laptopleon wrote:I didn't know there was a Driver Logging tool. I will look into it.

1) How can I send the logs to the support team? On the linked page nor elsewhere on the site I can find an email address or contact form.

You need to click on "Contact Customer Care" and then select your Country under "Online Support Request".
If you are in the US region: https://www.wacom.com/en-us/support/contact-support
laptopleon wrote:I looked into it and have two more questions:

2) Does the tablet need to be connected, in order to gather logs?
3) Does the Wacom Center app need to be active all the time, to gather logs?

Yes and yes.
Need immediate help? Contact our Support: https://support.wacom.com

laptopleon
Posts: 14
Joined: Tue 31. Jan 2017, 11:26

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby laptopleon » Wed 1. Apr 2020, 11:57

Ah, found it. There is a link named Product Support in the footer, that takes you to a page named Contact Support, where is a Online Support Request pulldown menu. There you can choose a Country/Region.

Do you recommend a certain Country / Topic / Question I should pick? Or is Netherlands / Driver, Software, Registration / Why am I getting an error message related to my tablet driver? – the right choice?

laptopleon
Posts: 14
Joined: Tue 31. Jan 2017, 11:26

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby laptopleon » Wed 1. Apr 2020, 15:33

This Mac has only two USB-poorts and those during office hours they are now used for a mouse and old skool keyboard by my co-worker. The keyboard has no USB-hub port, so I can't keep the Wacom tablet connected for most of the time, thus can't use the Wacom Center to collect functionality logs.

So for now, I send in the crash log that the Finder comes up with. It's quite similar to the one from yesterday.

- - -

Later: I now added a USB hub for the keyboard and mouse and put the Wacom directly on the Mac.

laptopleon
Posts: 14
Joined: Tue 31. Jan 2017, 11:26

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby laptopleon » Fri 10. Apr 2020, 12:15

Update

I got a reply today from customer support, asking me to perform a clean uninstall, run disk repair and re-download driver 6.3.38-3.

laptopleon
Posts: 14
Joined: Tue 31. Jan 2017, 11:26

Re: Mac restarts spontaneously when PTH-651 Wacom Intuos Pro Medium Touch driver is installed

Postby laptopleon » Thu 28. May 2020, 09:08

UPDATE / CONCLUSION

All the usual, like a PRAM reset didn't help. De-installing the drivers didn't help. Re-installing drivers, even macOS 10.14 didn't help.

Things got worse: My MacBook Pro developed a whole cloud of permanently stuck pixels. This made me thing it might be failing hardware. It was not.

Long story short: Only a completely clean re-installation of macOS fixed it, in combination with the absence of the Wacom drivers. I also re-installed all of my usual software (that was quite a drag) and used it for weeks without any trouble at all. So the problem is definitely in the Wacom driver.

Only THEN I re-installed the latest driver (which was updated since the December version, BTW) and boom: The daily kernel panics are back!


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