Dell Canvas not compatible with office windows 10

Hi Alan,

I realized I had not mentioned as well that I had already contacted microsoft support about onenote not working with dell canvas. They state is a setting from opposite as you had stated before that the issue is with the device driver output and not their driver input. Below is chat log.

John D. has joined the chat

Microsoft Answer Tech

Agent

Thanks for contacting Microsoft support, my name is John D.. Please allow me a few moments while I review the information you provided.

Agent

Please be aware that if you switch apps or change focus to another window while working with us, you may get disconnected from your chat session. To ensure the best support experience, please stay active in this chat window.

Me

Hello, When using onenote on a touchscreen only two finger is move

Me

one finger is select

Me

I am using a dell canvas and the control are differennt then my tablet but I would like them to be the same

Me

I already have onenote in tablet mode

Agent

Just to verify you are having issues on the settings for OneNote when used in touch screen. is that correct?

Me

yes

Agent

So the control on your dell device is different with that on the tablet?

Me

yes they are both running office 365 on windows 10

Me

2016

Agent

Thank you for that information. Please give me 2 to 3 minutes to check on my resources. 

Me

ok

Agent

I would need more time to check on my resources, please bear with me. Thank you.

Me

ok

Agent

What device would you like to change the settings? Also may I know what settings are you trying to achieve?

Me

the wacom touchscreen

Me

I am trying to acheive the standard settings for 1 finger pan

Me

2 finger zoom

Me

1 finger move area of screen

Agent

As I can see here, the issue is the configuration of the devices. The tablet device would really have a different settings. Unlike with the Dell Canvas.

Agent

OneNote will only fit with the touch screen configuration of the device.

Me

teams works just fine

Agent

I understand, however there are really settings that will not be the same since this are different devices. 

Me

so onenote is not compatible with windows 10 touchscreen monitor?

Agent

It is compatible, the only difference is it depends on the device which setting will be available. OneNote will adjust on the capability or configuration of the device.

Hi Alan,

Thank you for the quick fix if the driver fails again.

Another failure mode I realized I forgot to mention is when maximizing a windows on the canvas the screen only shows as maximized in about 3/4 of the upper right of the window. Not sure if this was a known issue? I had this error occur today and had it happen in the past where the only solution is to restart the computer. I was not able to replicate what I was doing before it happened.

Thank you,

Alan,

When I am in "Tablet PC Settings" under conidgure menu set windows will not remember my preference as touch or pen monitor. This makes the onscreen keyboard not accessible from the dell canvas.

There is also a duplicate setting below under display options and calibrate. These touch and pen monitor settings remember which screen they are to by default.

Please let me know how I can correct this and make the on screen touch keyboard a usable feature?

Thank you,

@tmar02468

As before, let me answer each of your queries in turn. 

Screen maximisation issue - I don't understand what is happening with the system going by your description. Are you able to provide a screenshot or video of this issue to help. Also, how often does this happen?

Scroll gesture non functional in OneNote - contrary to what the Microsoft agent has advised, this is very much a Microsoft issue and is not related to the Canvas. A google search reveals the following links, and there are plenty of users also experiencing this issue across multiple hardware platforms from all the main system vendors including Microsoft themselves with their surface Pro tablets. As this issue is not unique to the Canvas, that indicates that it is an issue with OneNote itself.

Referencing these two links - https://answers.microsoft.com/en-us/office/forum/office_365hp-onenote/re-enable-touch-scrolling-on-onenote-2013/110d9bea-4cd3-457b-9b26-6d3ee2d67cfb

https://onenote.uservoice.com/forums/327186-onenote-for-windows/suggestions/6396521-touch-input-bug-touch-controls-disabled-when-con

The issue seems to be related to external devices being used to control OneNote. Going on the responses from the above links, OneNote appears to have been designed to work with the primary monitor. As per my last post when I advised that you needed to calibrate the Canvas and set it as the primary screen, this may be the case with the Canvas. As per the links above though, this may never be resolved by Microsoft.

Windows not retaining your Tablet settings - this sounds like a simple configuration error. The following Dell article on enabling Tablet mode may be useful, particularly the middle section where it states the following - 

• In the Search box, type tablet.
  

  ---

• Touch or click Tablet mode settings (System settings).
  

  ---

1. You will be presented with several options.
   • Make Windows more touch-friendly when using your device as a tablet. Toggling it off or on switches back and forth from desktop or tablet mode.
   • When I sign in. Using the drop-down menu gives you three choices on how your device behaves you it is booted up.
     • Remember what I used last.
     • Go to the desktop.
     • Automatically switch to tablet mode.

Here is the link to the article - https://www.dell.com/support/article/us/en/04/sln305434/how-to-enable-or-disable-tablet-mode-on-your-notebook-in-windows-10?lang=en

I hope this helps.

Alan

Alan,

* I will take a screenshot next time the screen display randomly does
not show the entire windows.

* I do not have this option: "Make Windows more touch-friendly when
using your device as a tablet. Toggling it off or on switches back and
forth from desktop or tablet mode."

* When I restart the service "Wacom Professional Driver" it does not
restart the "Canvas Pen" application. I tried the other wacom service
"Wacom ISD Service" and when I right click and "start" the service the
pen driver works again and my side buttons function again.
Is there a reason this was not started in the first place?

Also not sure if you had noticed in the Wacom chat logs I had sent you
but therer are two processes names "Tablet Service" could this be an
issue of one of them simply needs to be renamed to something else? On
the dropdown on is Wacom ISD Service (the one above that hadn't
started when the canvas pen driver was not responding.) The other is
"Wacom Professional Service". Attached is screensot.

Would really appreciate getting these drivers to work as they have
been failing every time I goto use the device after my computer has
been inactive for awhile. If I had known there would be all these
issues I would have not have purchased the product as it creates more
headache then time it saves for the type of work I am using it for.

Thank you for supporting dell products and still have hope there is a solution. The pen keeps not responding which requires the tablet to be turn off/then on and the buttons then do not function as programmed, when i try  to open the "Canvas Pen" program it then is always crashed.

Hi Thomas, 

Thanks for getting back in touch. I'm not hearing of these issues from other users which could indicate that the issue is not driver related, but more a symptom of greater issues.

If it was the driver, it would need to be Wacom that update the driver and the application. Looking at the transcript you provided, their troubleshooting was extremely thorough. If that doesn't resolve the problem for you, again that points to something greater than a driver or application at fault.

In one of my previous messages, I did allude to this and asked what kind of system you had the Canvas connected to and when was the last time to did you clean install of Windows. 

If my support steps and Wacom's support steps are unable to resolve the issues for you, that would suggest the issue is with your OS installation. 

At this stage I would recommend starting with a clean install of Windows and then running through the tablet setup and calibration to get the tablet working. If you are still having problems after that then it would be up to Wacom to help with the driver and application support. At that pint we could then look at potential hardware issues.

Alan

Alan,

I am also having issue when the computer goes to sleep upon waking up from sleep the Canvas is not detected as a monitor and when waking comes up as "no mini hdmi input detected". Is this a known issue?

@tmar02468 it is not a known issue. It sounds like a Windows related error rather than a Canvas specific issue. As per my last message, I think you need to start with a fresh install if Windows and proceed from there.

Alan

Allan,

Where is there an installation guide online to follow for setup procedures of the dell canvas. I will be re imaging my computer back to factory defaults end of this week and want to be sure to follow all instructions exactly.

Thank you,

Alan,

I have fully reinstalled my system from a fresh install of windows and the canvas pen app has already failed. When I try to open the application I get error "The tablet driver is not running." Is there nothing left I can do to make this software work?

If there is no solution to this product I seek a warranty refund as I purchased in January of 2018, I was really excited about this product but without the software to support the hardware it is just a $1,800 27" monitor.

Allan,

I also having issues again with the monitor not working though the HDMI. Upon restarting it would not recognize the display though the port. Just had it where the screens flashed and now it recognized again.... This is an entirely new computer so could not possible be  a hardware issue. I have never had compatibility issues with screens like this before. 

Allan,

After my computer woke up from sleep mode the monitor is no longer recognized by the computer. I have tried to restart my computer, shut down and reboot, unplug power to the monitor and reconnect. The last time I had this issue before reimaging the computer I could plug in another HDMI source and it still worked find from another source. This seems to be a issue that is between the HDMI and the computer.

Please advise. Currently my $1,800 touch pen monitor does not even work as a monitor.

Allan,

I have found a new way that the dell canvas drivers are now failing. When I use touch input it see's it the same as pen input. This must be the canvas and not the program receiving the input as it is the same for both bluebeam revu and microsoft onenote. Is this a known issue there is a solution for?

These issues have been two weeks with no response from Dell. Can someone from dell please support their products? Thank you in advance.