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MSP 16 with external monitor blanks out

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
wacom5
Posts: 909
Joined: Tue 8. Aug 2017, 14:35

Re: MSP 16 with external monitor blanks out

Postby wacom5 » Mon 27. Jan 2020, 09:58

dmeerpa wrote:
wacom5 wrote:This is great information. I will pass it along to the team. Thank you for your patience and for your thorough feedback. Hopefully this will help.


So Wacom5, we are almost 1 year later, what is the status of this still frustrating issue, because in the mean time we are already waiting 3,5 years for a solution ?
Which I personally find totally unacceptable towards your customers who bought the best of the best (at least that's what we thought) !

Maybe Wacom should also explain, why we still should buy Wacom stuff if they are clearly frustrating users and we must not expect a solution ?

We are still not entirely sure about what causes the issue. The hardware tests always confirm the hardware is fine. The team seems to have isolated the issue to the Intel Iris 550 driver and reported the issue to Intel. Updating or rolling back this driver doesn't seem to make much of a difference. Sorry but there isn't much more I can provide.
Need immediate help? Contact our Support: https://support.wacom.com

dmeerpa
Posts: 23
Joined: Sat 21. Oct 2017, 15:09

Re: MSP 16 with external monitor blanks out

Postby dmeerpa » Mon 3. Feb 2020, 16:25

wacom5 wrote:
dmeerpa wrote:
wacom5 wrote:This is great information. I will pass it along to the team. Thank you for your patience and for your thorough feedback. Hopefully this will help.


So Wacom5, we are almost 1 year later, what is the status of this still frustrating issue, because in the mean time we are already waiting 3,5 years for a solution ?
Which I personally find totally unacceptable towards your customers who bought the best of the best (at least that's what we thought) !

Maybe Wacom should also explain, why we still should buy Wacom stuff if they are clearly frustrating users and we must not expect a solution ?

We are still not entirely sure about what causes the issue. The hardware tests always confirm the hardware is fine. The team seems to have isolated the issue to the Intel Iris 550 driver and reported the issue to Intel. Updating or rolling back this driver doesn't seem to make much of a difference. Sorry but there isn't much more I can provide.


I understand you are limited in what you can do.
But already on 17. Mar 2018, I came to the conclusion that it's a driver issue with this IRIS 550 (see my post on that date).
But I think we customers deserves a lot more pressure from Wacom towards Intel.
But probably Intel find's the hardware to old to further invest in research to solve this, thanks to Wacom who denied during 2,5 years the existing of the issue.
Maybe it's time your management is aware we payed big price for a premium product, and that we are not amused with a simple "we are sorry but the product we have you doesn't work well, but's its Intel's fault".

After all we bought an all-in-one product, branded WACOM, so if it doesn't work, for us customer's ,it is the WACOM product that isn't any good, because we may expect they have contracts and SLA's with their service providers/suppliers, which is essential to be able to have a good customer satisfaction.

wacom5
Posts: 909
Joined: Tue 8. Aug 2017, 14:35

Re: MSP 16 with external monitor blanks out

Postby wacom5 » Tue 4. Feb 2020, 09:42

The MSP is not the only device that uses the Intel 550. Other manufacturers had the same issues we do. We extensively reported the issue to Intel and they were made aware.
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