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Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
asoftdegrade
Posts: 10
Joined: Thu 13. Apr 2017, 01:35

Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby asoftdegrade » Mon 4. Mar 2019, 22:48

I just got the Wacom Link, but when I connect my Mobilestudio Pro to my PC the screen on the MSP turns black, then says No Input Signal, then the screen turns off and it goes to sleep. The MSP screen is still responsive and I can control the mouse cursor on my PC with it, but there's no picture on the MSP.

I looked in Windows settings, it's not detecting a 2nd display. I looked in device manager but don't see anything wrong.

I am using a mini display port to display port adapter made by Startech, I believe I saw Wacom recommend it somewhere, and I did see a user on reddit post that it worked for them.

What am I missing here?

Link to my PC specs - https://www.msi.com/Desktop/Trident-3-Arctic-8th/Specification

wacom5
Posts: 800
Joined: Tue 8. Aug 2017, 14:35

Re: Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby wacom5 » Tue 5. Mar 2019, 09:37

Hey.
I only see HDMI available as video Output. Are you sure this is the model or that the adapter you are using is mini display port to display port?
Definitely seems like a connection issue so I would start by checking all the cables and adapters and cross checking them with a different computer or display.

If you are not able to get it to work. Please contact our support - https://support.wacom.com

asoftdegrade
Posts: 10
Joined: Thu 13. Apr 2017, 01:35

Re: Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby asoftdegrade » Tue 5. Mar 2019, 18:02

wacom5 wrote:Hey.
I only see HDMI available as video Output.


Hello, if you are referring to my PC then please look again, it clearly has 2 Display Ports, as well as a DVI-D port and HDMI ports for VR. I have my 4k Samsung monitor plugged into one of the Display Ports right now. https://asset.msi.com/pdf/main/global/presale_v2/Trident-3-Arctic-8th?


wacom5 wrote:Are you sure this is the model or that the adapter you are using is mini display port to display port?

100% sure. The mini display cable from the Wacom Link wouldn't fit if it wasn't. : ) https://www.amazon.ca/gp/product/B003N3DTKY/


wacom5 wrote:Definitely seems like a connection issue so I would start by checking all the cables and adapters and cross checking them with a different computer or display.


I plugged the Wacom Link with the mini display port adapter into the display port of my monitor and it works, it mirrors the screen from the MSP to the monitor. However I have no use for using it this way, I need to connect the Link to my PC. Any idea why my PC isn't detecting the MSP as a 2nd display?

wacom5
Posts: 800
Joined: Tue 8. Aug 2017, 14:35

Re: Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby wacom5 » Wed 6. Mar 2019, 08:18

asoftdegrade wrote:Hello, if you are referring to my PC then please look again, it clearly has 2 Display Ports, as well as a DVI-D port and HDMI ports for VR. I have my 4k Samsung monitor plugged into one of the Display Ports right now. https://asset.msi.com/pdf/main/global/p ... Arctic-8th?

It's weird that they don't mention it under the I/O ports in the previous link you shared...

asoftdegrade wrote:I plugged the Wacom Link with the mini display port adapter into the display port of my monitor and it works, it mirrors the screen from the MSP to the monitor. However I have no use for using it this way, I need to connect the Link to my PC. Any idea why my PC isn't detecting the MSP as a 2nd display?

I assume you already installed the Wacom Driver in your PC since you are able to use the device as a pen tablet. Please just make sure you have the latest version - https://www.wacom.com/en-de/support/product-support/drivers.
Also make sure the MSP is fully updated including all firmware updates.

You may also try the USB-C port you have in the front of the device. If the port support DisplayPort Alternate mode (you need to check with MSI if it does) you can also get a connection with a proper cable like https://www.startech.com/Cables/thunderbolt-3-cables/thunderbolt-3-20gbps-usb-c-cable~TBLT3MM2M

asoftdegrade
Posts: 10
Joined: Thu 13. Apr 2017, 01:35

Re: Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby asoftdegrade » Tue 12. Mar 2019, 19:33

wacom5 wrote:It's weird that they don't mention it under the I/O ports in the previous link you shared...


I imagine it has something to do with there being multiple variations of that PC with different video cards. Mine has a Nvidia Geforce GTX 1070.

wacom5 wrote:I assume you already installed the Wacom Driver in your PC since you are able to use the device as a pen tablet. Please just make sure you have the latest version - https://www.wacom.com/en-de/support/product-support/drivers.
Also make sure the MSP is fully updated including all firmware updates.


PC and Mobilestudio Pro are updated.

I contacted live support again. After telling them that it was working connected to a monitor but not my PC they told me it was a driver issue. They had me uninstall the driver, delete any remaining files (they gave me a list), and install the newest driver. This had no change, I still get No Input Signal. Is there anything else I can do?

wacom5 wrote:You may also try the USB-C port you have in the front of the device. If the port support DisplayPort Alternate mode (you need to check with MSI if it does) you can also get a connection with a proper cable like https://www.startech.com/Cables/thunderbolt-3-cables/thunderbolt-3-20gbps-usb-c-cable~TBLT3MM2M


Oh, that's rich. Are you aware that Wacom does not mention the Display Alternate mode requirement in any of the documentation or media for the Mobilestudio Pro? Here's some examples. http://101.wacom.com/UserHelp/en/Setup1_MSP.htm
https://www.youtube.com/watch?time_continue=1&v=lDslG63NiRQ

The only way for a customer to know about this requirement is to buy a computer that doesn't support it, run into the problem of not being able to connect their MSP to their PC, contact Wacom support, and depending on who you talk to they might know about the hidden requirement.

I've already wasted two thousand dollars on a computer I can't connect to with USB-C, plus money on a USB-C cable after being told last summer by Wacom that ANY USB-C cable would work, and now more money on a Wacom Link that I can't get to work.

wacom5
Posts: 800
Joined: Tue 8. Aug 2017, 14:35

Re: Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby wacom5 » Wed 13. Mar 2019, 08:13

I agree that the requirements are a bit vague. We already gave some feedback to the team so hopefully this will improve in the future.

In any case, I have doubts this is a software issue on the MobileStudio Pro side. The fact that the MSP switches to Desktop Mode confirms the driver is working as expected. The issue is that the video signal is not reaching the MSP. From what you describe, your adaptor mDP to DP also seems to work fine so we should exclude this for now.

Further online research shows that many customers had similar issues with the GTX 1070 card.
See https://forums.geforce.com/default/topic/948525/-gtx-1070-no-signal-when-using-displayport/
and https://www.tenforums.com/graphic-cards/57998-new-gtx-1070-display-ports-not-working.html

Please try the solutions suggested in those threads. You many need to contact MSI and/or Nvidia.

asoftdegrade
Posts: 10
Joined: Thu 13. Apr 2017, 01:35

Re: Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby asoftdegrade » Fri 26. Apr 2019, 23:03

I got a new computer yesterday and it has a different video card, GeForce RTX 2060. I'm still getting the same "No input signal" when connecting with the Link. I bought this Wacom Link from Amazon and it was a discounted price because of "damaged packaging". The packaging actually looks fine, is it possible the Link is damaged, even if it works when sending a signal out to the monitor? I don't know what else it could be.

wacom4
Posts: 159
Joined: Tue 29. Nov 2016, 09:49

Re: Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby wacom4 » Mon 29. Apr 2019, 08:46

In case the Wacom Link doesn't work on 2 PCs, a defect needs to be assumed.
Typically your dealer should be able to help you with this.

Where are you located? For the EU region, it might be simpler to work with our support team.

asoftdegrade
Posts: 10
Joined: Thu 13. Apr 2017, 01:35

Re: Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby asoftdegrade » Mon 6. May 2019, 19:29

I'm located in Canada. I purchased the Link from Amazon.ca but my return window closed while my original PC was away being repaired.

Back in March I updated the BIOS on my PC in an attempt to get the Link to work, but there was something wrong with the update and it bricked the motherboard. I had to ship the computer back to the store to get the motherboard replaced, this took about 2 weeks, but then on the day that the computer was supposed to be delivered back to me someone at UPS stole it. I was then stuck in UPS limbo for 3 weeks while they did nothing about it. Finally at the end April I got a new replacement PC built and sent to me. Trying to get the Wacom Link to work has been quite the ordeal, to put it lightly.

wacom4
Posts: 159
Joined: Tue 29. Nov 2016, 09:49

Re: Wacom Link turns my Mobilestudio Pro into an Intuos instead of a Cintiq

Postby wacom4 » Thu 9. May 2019, 07:17

I really recommend to get in contact with the support team for your region: http://www.wacom.com/support/contact-support - they can help in more detail.


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