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Cintiq Pro 13" - Wacom Display settings Error

Cintiq and Cintiq Pro
Nicintiq
Posts: 3
Joined: Tue 24. Oct 2017, 20:12

Cintiq Pro 13" - Wacom Display settings Error

Postby Nicintiq » Tue 24. Oct 2017, 20:36

Hello!

I received my refurbished Cintiq Pro 13" today from the official Wacom store.
I have a Macbook Pro Retina Mid 2014, with MacOs Sierra 10.12.6.
Everything is working fine except when I want to enter the Display settings in the Wacom Desktop Center,
or with the touch key shortcut.
The following error appears:
----------
Wacom Display Settings Error
There is a known error in communication with the display.
Cintiq Pro 13
Please turn your tablet off and back on, then rerun this program.
----------
Here's the screenshot of the error:
https://imgur.com/a/VIFSI

(sorry for the link I didn't understand how to attach inside the post)

Obviously when I follow the message : "please turn your tablet off and back on" problem still there.
I tried to uninstall with the wacom utility, and re install 2 times, but problem persists.

Anyone had same problem?
It's very annoying not to access the display settings…

wacom1
Posts: 897
Joined: Tue 29. Nov 2016, 09:46

Re: Cintiq Pro 13" - Wacom Display settings Error

Postby wacom1 » Wed 25. Oct 2017, 08:44

Make sure to use the latest driver, and in Wacom Desktop Center go to -> Backup Settings -> Reset Settings, then use Display Settings. For the Display Settings the USB cable must be attached and the tablet correctly detected, then the display settings software has to communicate with the unit and that might fail at first try and need to be repeated. If that doesn't work, contact Wacom support.

Nicintiq
Posts: 3
Joined: Tue 24. Oct 2017, 20:12

Re: Cintiq Pro 13" - Wacom Display settings Error

Postby Nicintiq » Wed 25. Oct 2017, 09:21

Hello,
thanks for your answer.
I'm using driver 6.3.25-2, and firmware says "no update available" so should be up to date.
I tried several times to restore settings but problem persists.
All the other functions work fine, so USB is well connected I guess.
But same error still there and can't access Wacom display settings.

lsheehan
Posts: 1
Joined: Wed 13. Dec 2017, 22:01

Re: Cintiq Pro 13" - Wacom Display settings Error

Postby lsheehan » Wed 13. Dec 2017, 22:08

Hi, I am getting the exact same issue when trying to access the display settings '[b]Wacom Display Settings Error - There is a known error in communication with the display. Cintiq 27QHD Please turn your tablet off and back on, then rerun this program. '[/b]

I have also reset the backup settings, turned it on and off and searched for updates, I am using an imac, its also a reburbished one delivered only a few days ago, its not worked from the minute I set it up today.

wacom1
Posts: 897
Joined: Tue 29. Nov 2016, 09:46

Re: Cintiq Pro 13" - Wacom Display settings Error

Postby wacom1 » Thu 14. Dec 2017, 07:24

If possible test the tablet on another computer - just to be sure - and if the problem remains, it looks like an issue in the hardware. Then we need te unit for repair. Contact customer care for the best handling in your region.

guest2019
Posts: 1
Joined: Sun 10. Mar 2019, 17:00

Re: Cintiq Pro 13" - Wacom Display settings Error

Postby guest2019 » Sun 10. Mar 2019, 17:03

I had the same issue and it turned out that the Wacom didn't like when I connected it with the Macbook through another thunderbolt port than the one I used for the installation. I changed the port and now it works perfectly.

wacom5
Posts: 737
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq Pro 13" - Wacom Display settings Error

Postby wacom5 » Mon 11. Mar 2019, 08:24

The issue is more likely to be with the Thunderbolt port than with the Cintiq. If the Cintiq works fine with a different port then we know the Cintiq is fine.


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