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Touch not working correctly after Driver 6.3.33-5 update for Mac:
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Cintiq 13HD - Unknown USB Device

Cintiq and Cintiq Pro
Ben1138
Posts: 2
Joined: Thu 6. Sep 2018, 14:28

Cintiq 13HD - Unknown USB Device

Postby Ben1138 » Thu 6. Sep 2018, 14:42

When I connect my Cintiq 13HD to my Windows 10 PC it is shown as an unknown USB Device in the Device Manager. The Display works fine. I have already reinstalled the newest driver (WacomTablet_6.3.30-6) and updated the USB drivers of my mainboard (Asmedia_USB_Win7-81-10_V116331). I have also tried switching between USB3.0 and USB2.0 ports. I have also tried connecting with a Laptop with Windows 7. There everything works just fine, so it seems not to be a hardware problem of the Cintiq.
Help would be much appreciated.

Ben1138
Posts: 2
Joined: Thu 6. Sep 2018, 14:28

Re: Cintiq 13HD - Unknown USB Device

Postby Ben1138 » Sat 15. Sep 2018, 16:24

Unfortunately the Wacom support was not able to help.
But in case someone is coming here with a similar problem, I post my solution:
Apparently the Cintiq 13HD is not working with the Intel USB 3.0 and ASMedia USB 2.0 controllers of my mainboard. I have installed an USB extension card with a Renesas USB 3.0 controller. When I connect the Cintiq with the card it is correctly recognized.

wacom5
Posts: 531
Joined: Tue 8. Aug 2017, 14:35

Re: Cintiq 13HD - Unknown USB Device

Postby wacom5 » Mon 17. Sep 2018, 13:53

Thank you for sharing your solution. I will pass it along to the team.


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