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Intuos 4 + Windows 7 = USB device not recognized

Intuos 4 + Windows 7 = USB device not recognized

Postby Marice » Wed 21. Jul 2010, 19:10

Hi everybody!
I have a problem that I hope someone can help me out with.

I've got a Wacom Intuos 4 PTK.
Since recently, I've been getting the same strange error.
The USB device is not recognized, my laptop says.

Before, it was easily solved; I just used a different USB hub (or is it port?).
Or restarted the laptop. Or deleted the driver, restarted the laptop, and downloaded the newest driver available (from the official wacom site, ofcourse).

But, today nothing will work.
I've had an update of Windows 7, and I don't remember it has worked since that happened.
Could it be related?

Either way, is there a way to solve this?
I really want to be able to use my tablet, but all it does is tell me the USB device was not recognized. I reinstalled the driver twice now, both times it said that the install was succesfull.
But nonetheless, my tablet has been useless.

If you know how to fix this, please respond!
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Re: Intuos 4 + Windows 7 = USB device not recognized

Postby Wacom » Thu 22. Jul 2010, 10:49

Uninstall the tablet driver, unplug the tablet and restart Windows. Now go to the Windows device manager and look for problems. If there is an entry still with Wacom, delete it. Then attach the tablet. Windows should detect it as HID (mouse) device and the LED should come on. If Windows requests a driver, tell it to look at \Windows\Inf\HidServ.inf

If the message is still 'unkown device': check the cable connections, try different USB ports. If you have a spare USB cable try that instead of the original cable. - If the problem remains, the best would be a test on another machine and if that shows the same isse, send the tablet to our service center to check.
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Re: Intuos 4 + Windows 7 = USB device not recognized

Postby Marice » Thu 22. Jul 2010, 23:14

I searched my laptop for the device manager, but I just can't find it.
I had the computers search option search everything itself for it as well, but it didn't find it.

Where is it?
What should I do?
Marice
 
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Re: Intuos 4 + Windows 7 = USB device not recognized

Postby Wacom » Fri 23. Jul 2010, 08:40

Go to Start menu -> Control panel and there should be an icon for Device Manager.
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Re: Intuos 4 + Windows 7 = USB device not recognized

Postby Marice » Fri 23. Jul 2010, 09:02

I found it, I forgot it was probably named differently in Dutch.

It still showed it was an unknown device.
I got some more info this time though.
The device manager said there was an error or something. Code 43.
And inputting \Windows\Inf\HidServ.inf didn't work; it said it wasn't there or I couldn't reach it.
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Re: Intuos 4 + Windows 7 = USB device not recognized

Postby Wacom » Fri 23. Jul 2010, 10:06

Then I would manually search for this file. If it does not exist or your disk, it need to be copied back from the original Windows CD (or from another computer).
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Re: Intuos 4 + Windows 7 = USB device not recognized

Postby Marice » Fri 23. Jul 2010, 10:33

I searched, but I didn't find it.
I don't understand how this would suddenly happen though.
I've had this laptop for a few months, and I barely changed anything about it.
How would I suddenly need to copy a file from another computer to make it work; it didn't need it before?

I tried uninstalling the driver now.
Ran CCleaner, even.
Still same error;

"Dit apparaat is gestopt omdat er problemen zijn gerapporteerd. (Code 43)"

I didn't get a windows CD with it, so I would have to buy it.
Frankly, I don't have that kind of money, and nobody I know is running Windows 7.
So, there's a bit of a problem for me.
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Re: Intuos 4 + Windows 7 = USB device not recognized

Postby Wacom » Fri 23. Jul 2010, 16:00

Perhaps your machine just does not show hidden files and folders ? (You can change that in the Windows folder options). The HID service is needed by many mice, some keyboards and the tablet. If the file is not on your system, it should be on the system recovery CD or you can google for it.

Did you try a different USB cable ? Some Intuos4 models have 2 connectors for the cable, it could be that the connector is defect, then the second connector might help.
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Re: Intuos 4 + Windows 7 = USB device not recognized

Postby Marice » Sat 24. Jul 2010, 12:18

I tried and as test, my boyfriend plugged in his mobile phone.
It showed all the folders & such just fine.

Is it possible that the latest Windows update has something to do with my tablets incompatibility? I'm 80% certain it is not the tablets hardware, as I am very carefull with it.
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Re: Intuos 4 + Windows 7 = USB device not recognized

Postby Wacom » Mon 26. Jul 2010, 09:54

There was a Windows patch recently (KB975496), which can prevent the tablet driver to start correctly, but as far as I know it has no influence on the basic HID mode. But, if you find this patch in your Windows software list, you can try to remove it.

Otherwise the best is a test on a different computer.
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