Wacom - no device connected

This is a common problem and trust me, I have read and tried every 'solution' out there.

Wacom even replaced the 2018 Cintiq pro 24 with a refurbed 2020 model, still wont connect. The original device connected fine for over 2 years to the same laptop until Feb 2021. Then one day for no apparent reason, no device connected.

I tried it on a different laptop also Win 10. no device connected.

A Wacom Intuos connects fine

An XP Pen Deco Pro also connects fine

I have tried new cables, every USB port, de installed drivers, installed new drivers , installed old drivers.... nothing. Microsoft also helped Really uninstall drivers with remote log in and a tool for the job... nothing works.

So I have spent over 2k on a top of the range Wacom tablet, plus over 2k on a laptop, some conflict arises and they are just so much junk.

I am a Chartered Engineer, software, with over 25 years as a freelance consultant in this business and I would like to offer some free advice to MSFT. Stop forcing win10 updates on people. If our system works - expletive deleted well leave our systems alone. Sometimes we get no option, cannot avoid a win 10 update despite turning off updates. We don't need an update. We need a tool to diagnose USB port problems and driver problems.

Thanks for any solution that works.

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Hi RHN. I'm Greg, a Volunteer Moderator and 10 years Windows MVP here to help you.

So did this happen after a Windows Update was installed, because you do not say this in your post - only in complaining about Updates in general at the end - and that would be the most important information for us to know! Also was this a Version Update?

If this was caused by Windows Update(s) the first thing to try is to System Restore to a point before the problem began following this guide: https://www.windowscentral.com/how-use-system-r...

If System Restore doesn't work or the Updates install again and cause the same problem, then see how to uninstall and/or block them here: https://www.tenforums.com/tutorials/8280-hide-s...

If this was caused by a Version Update then for 10 days you can roll it back in Settings>Update & Security>Recovery and then hide it until it matures using the Hide Updates Tool which is explained more here:
https://www.tenforums.com/tutorials/8280-hide-s...

Next I'll give you everything possible to try for USB dysfunction which we see a lot here:

1) Try all other USB ports to compare.

2) Update your Chipset and USB drivers from the PC maker's Support Downloads web page for your full model number, HP Serial Number, or Dell Service tag from the sticker on PC.

While there check that you also have the latest chipset, BIOS, display, network, bluetooth, USB and all other drivers, compared to the ones presently installed in Device Manager reached by right clicking the Start button.

3) Compare the latest drivers with the ones presently installed in Device Manager reached by right clicking the Start Menu. Make sure you have the latest BIOS, Chipset, Display (Video), Sound, USB3, Bluetooth, Network and all other drivers, or else download and install the latest now.

4) If no newer or this doesn't help, then go to the USB category in Device Manager, open each Enhanced, Hub and Host controller, from Driver tab select Roll back if available, or if not choose Uninstall.

If your keyboard and mouse are USB, first program the power button to effect the needed restart after Rolling back or uninstalling the driver. Go to Settings > System > Power & Sleep > Additional Power Settings > Choose what Power buttons do to choose Shutdown.

Finally open the USB controller drivers, from Driver tab choose Update Driver, then Automatically. If that doesn't help then choose Update Driver > Browse > Let Me Pick to try all previously installed drivers queued there.

5) For external hard drives go into Device Manager reached by right clicking the Start button, find drive under Disk Drives, right click to Uninstall, restart PC to reinstall.

If that doesn't help then plug the external into another PC to see if it is detected, if so copy the files out to a folder on Desktop, return it to problem PC to Delete in Disk Mgmt and reformat as shown here:
http://www.wikihow.com/Format-an-External-Hard-...

6) Try all the steps here:
https://www.asus.com/support/FAQ/1043160

7) Go over this checklist to make sure the install is set up correctly, optimized for best performance, and any needed repairs get done: http://answers.microsoft.com/en-us/windows/wiki...

Start with Step 4 to turn off Startup freeloaders which can conflict and cause issues, then Step 7 to check for infection the most thorough way, then step 10 to check for damaged System Files, and also Step 16 to test a new Local Admin account. Then continue with the other steps to go over your install most thoroughly.

8) If nothing else works then do a Repair Install, by installing Media Creation Tool and then choosing to Upgrade Now. This reinstalls Windows while keeping files, programs and most settings in place, and is also the most stable method to advance to the latest version. http://windows.microsoft.com/en-us/windows-10/m...

If you want to report this to Microsoft use the Feedback Hub app in Start Menu where developers are tasked to process consumer feedback. They will not even see it here. This is a tech forums staffed mostly by volunteers trying to help others with your problems.

If you want to post back a Share link from your Feedback here others who see this thread can vote it up and add to it.

I hope this helps. Feel free to ask back any questions and let us know how it goes. I will keep working with you until it's resolved.

________________________________________________________

Standard Disclaimer: There are links to non-Microsoft websites. The pages appear to be providing accurate, safe information. Watch out for ads on the sites that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the sites before you decide to download and install it.
_________________

Windows MVP 2010-20

Millions helped via my tutorials and personally in forums for 12 years. Now an Independent Advisor.

I do not quit for those who are polite and cooperative.

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Hi Greg,

Thanks for your suggestions.


Laptop https://www.clevo.com.tw/en/e-services/download/ftpOut.asp?Lmodel=P65xHPx&ltype=9&submit=+GO

I looked here for Drivers etc. but have not started that process of re installing drivers. I don't see any that look USB specific.

I  just tried connecting the USB cables with no power to the Wacom Cintiq. That works on connecting a 3D printer when the connection fails) it showed as connected to the laptop in the WACOM desktop centre app. hooray... but after a couple of minutes it reverted to 'no device connected'.


Looking at the driver support msgs in pop ups:
The Wacom driver for the Express Key is working correctly  That's a remote device for the WACOM screen
Unknown device  ???? request failed
Unknown USB Device Device descriptor Failed

Driver support has detected a USB Serial converter (Single RS232-HS) device was attached to your computer and is searching for the latest driver

Driver support reported an out of date USB driver, attempted to download something and now that notice is gone in Driver support, but cannot connect Wacom Cintiq

In the System Devices USB Controllers section:
' Unknown USB Device (Port Reset Failed) Microsoft, 21/06/2006, driver version 10.0.19041.488
There are 11 devices here USB Composite x2 USB Root Hub (3.0) x 2, Realtek 3.0 reader when WACOM is connected with both USB C and USB 3 cable 
Intel 3.1 and 3.0 Controller 1.0 and 1.1 MSFT, Generic Serial Bus Super Speed USB Hub x 3

When starting the WACOM desktop centre there is a blue and yellow shield and warning popup, do you want to allow this device to make changes to your computer.  

Level was set to 'notify when device attempts to make changes' 

USB ports work with other devices.

I don't have a saved restore point

I cannot be sure if a windows update caused the WACOM to cease connecting, but it is way over 10 days ago( Feb 2010) that it stopped connecting.

Sometimes plugging in and unplugging USB cables cause the MSFT Ding dong sound, sometimes not.


I'll try some more of your suggestions, maybe the above ErrMsgs help zero in on the problem.


Best regards,


Gary

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Last updated November 23, 2021 Views 101 Applies to: