New user account
If you have trouble to create a new user account and do not receive a confirmation Email, please contact our customer support https://www.wacom.com/en-gb/support and we will manually approve your account.
Please send an Email in which you tell us that you agree our Wacom privacy policy. Thank you for your understanding.

Wacom Drivers
June 2018: New drivers released version 6.3.30-6 for Win and 6.3.30-2 for Mac, with various bugfixes. Download drivers and release notes here: http://www.wacom.com/support/product-support/drivers

For clicking problems with Google Chrome see:
http://www.wacom.com/en-us/support?guid ... ListPage-1

Registration
Please register our products on https://www.wacom.com/register
How do I register my Wacom device?:https://www.wacom.com/en-us/support?guideTitle=How-do-I-register-my-Wacom-device%2525253F&guideId=4244ade8-634a-433c-88b4-31d83e63226c

Comapnion 2 disconnects from hybrid mode everyday around 10pm

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
animaliok
Posts: 9
Joined: Wed 9. May 2018, 20:11

Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby animaliok » Thu 10. May 2018, 19:09

Hi, and thank in advance if anyone has a clue about this common issue I think.

Comapnion 2 disconnects from hybrid mode everyday around 10pm, (10:05pm/10:20pm, random) which is right during my studio meetings.

Last year I had similar issues on my previous companion 2, I didn't remark it was around a precise time though, and after a few month the screened died (no backlight, sent to germany, recieved a new one (model above, thanks Wacom, nice move) just before end of warranty)

Symptoms are (while in hybrid mode plugged on my desktop) a clicking noise and the screen turning black while the fans start blowing at maximum speed, this state only stops when pressing the power button to reboot.

I solved a similar issue a few moth ago when I removed any sleep mode from the companion, as I realized this was happening every 3 hours during the day, which was the timer for sleep mode.

So I guess there is something similar about this 20 minute period after 10pm, where the windows running in the background of the companion wake up or go to sleep, does something that breaks the hybrid mode.

I'm pretty worried as I could think this will cause the tablet to die once again, which would make me sad and a bit more poor.
Eternal gratefullness to anyone with a hint.

wacom1
Posts: 898
Joined: Tue 29. Nov 2016, 09:46

Re: Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby wacom1 » Fri 11. May 2018, 11:56

When this happens and the fans start blowing, it sound like an overheating issue. This should resolve when cooling down, but it is better to avoid by making sure nothing blocks air ventilation. Apart from that I would check of course power options on the desktop machine (f.e. Win10 -> power options -> -> advanced power settings).

animaliok
Posts: 9
Joined: Wed 9. May 2018, 20:11

Re: Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby animaliok » Fri 11. May 2018, 12:12

Thanks for your answer,

I doubt overheating can cause this as the tablet is quite cold, in hybrid mode nearly nothing is happening on it as it's sleeping, only the screen is on.

I checked the advanced power options on the desktop but it's unlikely that the desktop makes the tablet go out from sleep and disconnects from hybrid mode, mostly at a precise time.

I think it's really something to do with the companion sleep mode, it's very odd as to get the hybrid mode I have to put the companion to sleep (it's a bug others people have on the companion2) but if it enters sleep while in sleep if will shut the hybrid mode with the same symptoms as I have now, freaky clicking sound, black screen with backlight, fans going max speed.
it was easy to guess it was the sleep mode timer when it happened every 3 hours (still took me a few month to think about that) but now that it does it everyday around 10pm I'm really perplex.
Really hope the screen doesn't burn before I find the source of this daily disconnect :/

animaliok
Posts: 9
Joined: Wed 9. May 2018, 20:11

Re: Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby animaliok » Mon 14. May 2018, 20:27

Just as an update, yesterday it did it pretty badly around 10:02 pm, where the companion wouldn't restart when the power button was pressed for 3 sec, but after pressing it several time for around 20 sec it restarted.
today it just did it at 10:22 pm. it's never later than this I think.

animaliok
Posts: 9
Joined: Wed 9. May 2018, 20:11

Re: Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby animaliok » Tue 15. May 2018, 20:13

Just for the record, today did it at 10:12pm. wondering if there is a pattern that could help me understand where it comes from like the previous version of this bug that was linked to sleep after 180 minutes.

Aleksy
Posts: 3
Joined: Tue 15. May 2018, 20:13

Re: Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby Aleksy » Tue 15. May 2018, 20:27

I had the same problem! It's started 3 days ago after update BIOS on my Companion 2
Same symptoms in hybrid mode plus in PC mode Photoshop started freezing.
You really scared me with you previous Companion death.
It's just raw update.
Why Wacom sent BIOS whose might kill device?
I hope that Wacom fix it in nearest future.

wacom1
Posts: 898
Joined: Tue 29. Nov 2016, 09:46

Re: Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby wacom1 » Wed 16. May 2018, 07:38

If you have such an issue at roughly same time - and it is not power saving - I would check for possible internet connection issues: turn off cloud backup of the settings (and perhaps other software you have running).

Aleksy
Posts: 3
Joined: Tue 15. May 2018, 20:13

Re: Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby Aleksy » Mon 28. May 2018, 10:49

After one week suffering, I decided refresh my windows 8 on cintiq and reinstall drivers. It's helped!
Cintiq stopped rebooting even if I change nothing in power options.

animaliok
Posts: 9
Joined: Wed 9. May 2018, 20:11

Re: Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby animaliok » Mon 28. May 2018, 21:07

I stopped all startup programs in the task manager and it maybe why the problem seems to have disappeared, I still have the fan accelerating sometimes and a popup saying my battery is empty (it's not) at random times. So still don't know what cause this but messing with startup tasks in task manager might be a solution.

animaliok
Posts: 9
Joined: Wed 9. May 2018, 20:11

Re: Comapnion 2 disconnects from hybrid mode everyday around 10pm

Postby animaliok » Fri 1. Jun 2018, 16:02

ok so now it does this screen disconnect bug at 6:00 pm .. so it's not over.


Return to “Pen Computers”