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Wacom_touchuser.exe crash on Win 10

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ssbrain
Posts: 6
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: 707
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: 6
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: 707
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: 6
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).

pentotark
Posts: 5
Joined: Sun 12. May 2019, 22:36

Re: Wacom_touchuser.exe crash on Win 10

Postby pentotark » Sun 12. May 2019, 22:50

Hello,

I have had the same problem for several months but it took me until now to realize the cause was the Touch User Mode Driver eating up all the ram till my entire system crashes. I initially thought I was short on ram and I bought more but now it is clear ram is not the issue.

This is happening to me while using ram intensive software such as Animate and Photoshop. I had Logitech Gaming software installed in the past as my mouse is a logitech one. But said sofware has been deleted for a while now and the issue occurred a few times after that. I own a Logitech webcam as well with its own software too. I will proceed uninstall it and see if the problem keeps occurring hoping deleting the software does not compromise its use (i need it). Needs to be said the issue does occur only once or twice a week, but still it is frustrating and I did lost hours of work a because of that.

I am owner of a wacom Intuo pro medium (pth-651).

Hope there is a solution for this. Thank you.

pentotark
Posts: 5
Joined: Sun 12. May 2019, 22:36

Re: Wacom_touchuser.exe crash on Win 10

Postby pentotark » Tue 14. May 2019, 15:36

The issue happened once more even after removing every Logitech software from my os.
I decided to remove the program that is causing the issue, Wacom_TouchUser.exe, from C:\Program Files\Tablet\Wacom).

I do not use any Touch functionality so hopefully this will solve my issue without big compromises.

UPDATE: so far the problem didn't occur again.
Last edited by pentotark on Wed 15. May 2019, 14:06, edited 1 time in total.

wacom5
Posts: 707
Joined: Tue 8. Aug 2017, 14:35

Re: Wacom_touchuser.exe crash on Win 10

Postby wacom5 » Wed 15. May 2019, 09:26

The driver team is investigating the issue. Last time I checked they were still investigating the root cause.

ssbrain
Posts: 6
Joined: Mon 2. Jan 2017, 18:34

Re: Wacom_touchuser.exe crash on Win 10

Postby ssbrain » Wed 15. May 2019, 09:27

Since essentially I've never used touch features nor found them useful for me, I would not mind if during driver installation a command line flag could be added to completely prevent installing touch support (and related processes) if this will also prevent this long-standing issue. A "silent" installation mode already exists, after all:

https://developer-docs.wacom.com/displa ... eo+drivers

As of release 6.3.21-3 the Wacom driver can be installed silently using the command shown below from a prompt with administrator privileges:

wacomtablet_6.3.21-3.exe /s

To uninstall silently simply add /u to the command above.


I just found out from the same website that other command line parameters for the installer also exist:
https://developer-docs.wacom.com/displa ... Parameters


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