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Sudden crop up of issues on mobile studio pro 16 i7 model.

Cintiq Companion, Cintiq Companion Hybrid, Cintiq Companion 2 and MobileStudio Pro
Arthorist
Posts: 3
Joined: Tue 13. Aug 2019, 10:19

Sudden crop up of issues on mobile studio pro 16 i7 model.

Postby Arthorist » Tue 13. Aug 2019, 10:25

After windows update a few days ago my Mobile Studio has lost functionality of components (3d scanner, fingerprint sensor) started to reboot-crash in middle of everything. Example: MSP16 can be idling on desktop, and then suddenly go black and end up to login screen after speedy reboot that occurs with the "crash". This also can happen when I am doing work, or browsing internet. This started to only happen after the windows update. There's no overheating as i monitor my MSP16 temps very closely. There's not any specific software that causes the crashes either. (I'll submit and edit this article a few times so I do not lose it to crash)

wacom5
Posts: 722
Joined: Tue 8. Aug 2017, 14:35

Re: Sudden crop up of issues on mobile studio pro 16 i7 model.

Postby wacom5 » Tue 13. Aug 2019, 14:22

Hi,
Which build version did you install? Are you able to revert the update? Please see the options here: https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options

Arthorist
Posts: 3
Joined: Tue 13. Aug 2019, 10:19

Re: Sudden crop up of issues on mobile studio pro 16 i7 model.

Postby Arthorist » Tue 13. Aug 2019, 16:40

I am currently running version 1903, OS build 18362.267 update happened 3 days ago.
My issues currently are as of such: Fingerprint scanner occasionally works, I've installed the driver again after full removal, the fingerprint scanner worked upon last reboot. can't say if it remains that way.
The crashing has not happened again, but it happens once or twice a day only, it is too early to say if i managed to resolve it by removing my USB-c to USB 3.0 hub and attached keyboard. In that situation, I suspect the USB drivers, or USB ports may be damaged. Previously I sent in my MSP16 for repairs due to the swollen battery issue.
There should not be any damage done to the USB ports by my actions, the converter dongle is HAMA brand 4 slot USB expansion hub. It may be faulty as it does not let MSP16 to detect external drives attached to it either.
I'll update here if the crashes keep happening now that the dongle is out.

Arthorist
Posts: 3
Joined: Tue 13. Aug 2019, 10:19

Re: Sudden crop up of issues on mobile studio pro 16 i7 model.

Postby Arthorist » Wed 14. Aug 2019, 09:32

Okay, the problem of sudden crashing persists. Today in middle of working I had another sudden crash and lost several hours of work. Nothing was plugged into USB slots so it definitely is some other hardware or software issue.

wacom4
Posts: 154
Joined: Tue 29. Nov 2016, 09:49

Re: Sudden crop up of issues on mobile studio pro 16 i7 model.

Postby wacom4 » Mon 19. Aug 2019, 12:36

Did you reset Windows already? This step is unfortunately needed to rule out any Software-Related issues:
1) Back up the data on your MSP
2) https://www.wacom.com/en-gb/support?guideId=013-194


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