Wacom Customer Support page: https://support.wacom.com/

Product Registration:
Please register our products on https://www.wacom.com/register
How do I register my Wacom device?

Drawing software:
If you are not able to register, please use the trial version of the software below and try to register again at a later date.
Wacom Drivers:
March 2018: New driver released for Windows (6.3.33-3) and Mac (6.3.33-5). Download drivers and release notes here: http://www.wacom.com/support/product-support/drivers

Touch not working correctly after Driver 6.3.33-5 update for Mac:

Mac OS 10.14 Mojave:
Upgrading to Mac OS 10.14 Mojave? A new Mac OSX security feature requires some additional changes to run the Wacom Driver correctly. Please see the instructions found on our support page here. Also, If you have any issues, please try a clean driver install. Follow the steps here.

Cintiq 13 pro - screen turns black on and off

Cintiq and Cintiq Pro
Posts: 2
Joined: Sat 28. Jul 2018, 16:57

Cintiq 13 pro - screen turns black on and off

Postby doublepops » Sat 28. Jul 2018, 17:16

I recently bought a cintiq pro 13 and because my laptop only has an hdmi port, i had to buy an adapter from startech (displayport to hdmi). I'm not too happy about it but at least it made my display works even if it's at the cost of having a lot of cables. I've been using it for a few days and the cintiq's screen keeps having the same problem : while using it, the screen will randomly turns black for one second, then go back to normal again. It can happen once every 5 minutes or sometimes not at all during the day. I've tried plugging the cables in different outlets with no changes and the cables are all connected well. Is anyone having the same problem ? I don't know if there's an easy solution to this problem or if the tablet's not working correctly and needs to be returned ......

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

Re: Cintiq 13 pro - screen turns black on and off

Postby wacom1 » Sun 29. Jul 2018, 07:06

Randomly black screen can have different reasons: connection/cable (loose connection, too long cable for high resolution), trouble with adapter. The problem has also been seen with NVIDiA graphics and Intel graphics (another driver might help). If possible, test with another computer. Contact Wacom support if the trouble is adapter related.

Posts: 2
Joined: Sat 28. Jul 2018, 16:57

Re: Cintiq 13 pro - screen turns black on and off

Postby doublepops » Sun 29. Jul 2018, 10:21

Just tried it on another laptop and the problem was the same, the screen started flickering as soon as I installed the driver. However I discovered that it was not only the screen that was flickering : the tablet was completely disconnecting itself from my laptop for a second, as the wacom desktop center would not recognize it at the same time the screen will turn black.
I keep my resolution at 1920 x 1080 and the only non Wacom-cable I use is a 1.5m hdmi one that should be powerful enough, friends with the same cables as me never had this problem ....
I don't know enough about drivers and graphics although my laptop should be able to able it, I'll continue contacting Wacom Support in the hopes they help me find a solution....

Return to “Pen Displays”