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:
http://forum.wacom.eu/viewtopic.php?f=11&t=2581

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.

European Warehouse Inventory:
The European team will be doing inventory from the 27th to the 29th of March. This means that short delays will repairs, order shipping and refunds will occur. We expect to get back to normal schedule on the 1st of April.

Wacom_touchuser.exe crash on Win 10

Everything related to drivers
ssbrain
Posts: 5
Joined: Mon 2. Jan 2017, 18:34

Re: Wacom_touchuser.exe crash on Win 10

Postby ssbrain » Mon 1. Apr 2019, 16:52

ssbrain wrote:As the memory leak issue can take days to weeks (!) to appear, it could take some time until I can reproduce it. If it does appear again I will try uninstalling the Logitech Software too.

Today it eventually happened at 2019-04-01 00:34 local time. I will proceed to uninstall the Logitech Software as well.

wacom5
Posts: 539
Joined: Tue 8. Aug 2017, 14:35

Re: Wacom_touchuser.exe crash on Win 10

Postby wacom5 » Tue 2. Apr 2019, 07:52

Thank you for the update. We really appreciate it.

ssbrain
Posts: 5
Joined: Mon 2. Jan 2017, 18:34

Re: Wacom_touchuser.exe crash on Win 10

Postby ssbrain » Sat 13. Apr 2019, 17:26

Unfortunately today I observed another Wacom_touchuser.exe runaway leak, at about 13:20 local time, despite having uninstalled the Logitech Software as reported earlier on (not unexpectedly though, as it did not seem to have active background processes). The system was rebooted about 24 hours before the crash occurred.

My system did not freeze because I have set up a Python script that continuously monitors the process' commit size and kills it before it can reach extreme levels (this is triggered when it grows larger than 2 Gigabytes in this case, which is high enough to be considered anomalous).

Image

tempuserr
Posts: 5
Joined: Wed 1. Nov 2017, 10:34

Wacom Touch User driver suddenly gets all RAM and leads to system crash

Postby tempuserr » Mon 15. Apr 2019, 20:05

From about 2 years I have rare but repeated issue with Wacom Touch User process:
once per few weeks it suddenly allocates non limit amount of RAM, which leads to crashing display driver and subsequently to system crash, from which can be restored only by hard reset loosing all unsaved work.

If I spot when this process starts I have few seconds to kill the Wacom Touch User process.
This time I made screenshot from Sysinternals Process Monitor after killing this process.
[img]http://i64.tinypic.com/2cp6n1x.jpg[/ img]


In last 2 years I have tried almost all drivers versions - this didn't help.

Any clues how to avoid this?

wacom5
Posts: 539
Joined: Tue 8. Aug 2017, 14:35

Re: Wacom Touch User driver suddenly gets all RAM and leads to system crash

Postby wacom5 » Tue 16. Apr 2019, 07:03

tempuserr wrote:From about 2 years I have rare but repeated issue with Wacom Touch User process:
once per few weeks it suddenly allocates non limit amount of RAM, which leads to crashing display driver and subsequently to system crash, from which can be restored only by hard reset loosing all unsaved work.

If I spot when this process starts I have few seconds to kill the Wacom Touch User process.
This time I made screenshot from Sysinternals Process Monitor after killing this process.
[img]http://i64.tinypic.com/2cp6n1x.jpg[/ img]


In last 2 years I have tried almost all drivers versions - this didn't help.

Any clues how to avoid this?

This has been reported before. Please see the details in the previous posts.

The driver team is working on it. Since this is an intermittent issue it has been very hard to find the root cause. We are still investigating.

ssbrain
Posts: 5
Joined: Mon 2. Jan 2017, 18:34

Re: Wacom Touch User driver suddenly gets all RAM and leads to system crash

Postby ssbrain » Tue 16. Apr 2019, 07:55

tempuserr wrote:[...]In last 2 years I have tried almost all drivers versions - this didn't help.
Any clues how to avoid this?

From my side, at this point to avoid it I can only suggest to kill the Wacom_touchuser.exe process when Windows starts and whenever the Wacom tablet service is restarted.

From earlier tests, for the Wacom Control Panel to correctly work, such process has to start at least once after the Wacom service has started (therefore it cannot be just deleted or renamed).


Return to “Drivers”