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Cintiq 13HD Driver not found on Windows 10

Cintiq and Cintiq Pro
Posts: 1
Joined: Sun 14. Jan 2018, 00:34

Cintiq 13HD Driver not found on Windows 10

Postby andreipalade » Sun 14. Jan 2018, 14:14


I'm long time user of Wacom products and my current tablet is the Cintiq 13HD.
The problem is that every time I turn the tablet on to work, the driver can't communicate with the hardware.
I've tried everything possible to fix this and the only thing that fixes it is uninstalling the current driver and then reinstalling it.

I want to emphasize that this has to be done EVERY TIME, which essentially means two resets.

This used to happen on the Intuos pro as well, but rarely, and if it were to happen I'd just reset the service and that's that. It'd be a mild annoyance but something I would live with.

For the Cintiq however (moreover with the latest update of windows) this has become a complete nightmare. I mean do you guys have any idea how time-consuming it is to reset a workstation (twice) mid-project just to be able to work on the tablet?

I was thinking of getting the Cintiq 27QHD soon, but if the driver for that will be as garbage as this one on windows. I think I will be looking for better alternatives, preferably ones that don't cost me actual money by wasting my work hours with resets, tweaking and other meaningless struggles associated with low-quality products.

Get this fixed Wacom, a driver-breaking bug is no laughing matter, especially considering your premium price tags.
And if the issue is not with you, but on the OS side, then lobby at Microsoft to fix this, this is an unacceptable situation for any professional product.

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

Re: Cintiq 13HD Driver not found on Windows 10

Postby wacom1 » Sun 14. Jan 2018, 16:32

This is absolutely not normal and does not happen on any of the system we work with our tablets evryday. There is no apparent reason, why the driver would have ever to be re-installed - unless there is a new driver version or driver files get damaged and corrupted or you have major changes in your system configuration.

The only files, that change (and should change) when using the driver are the system settings files (in c:\users\<username>\appdata\roaming\wtablet). If these files get damaged, you can reset the driver and the files are recreated.

Either you have some virus software on the machine, that is corrupting and damaging files, or some software on the system blocks the driver start or access to the USB ports. We should have a look into the driver install log file (C:\program files\tablet\wacom\install.log) and find out, what is going on. I would also check for problems with low level system drivers in device manager, if the tablet is not working after a normal system start.

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