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December 2nd, 2018 07:00
Canvas Pen drivers regularly shut themselves off
There have been hundreds of times that I've gone to use my Canvas, just to find that my pen isn't working. When I go to the Canvas Pen program on my computer, I get the error message, "the tablet driver is not running." There is no clear reason to me why the driver keeps shutting itself off. I can restart my computer, and then it works, but as you can imagine, that's a pretty unacceptable bug to have on a near $2,000 drawing tablet. What can I do to fix this? Thanks.
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ethandale
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January 15th, 2019 23:00
Bumping this topic, as it's still occurring regularly.
ethandale
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February 14th, 2019 10:00
Bumping again.
Pentrouble
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March 5th, 2019 17:00
So I believe I've figured this one out - by deleting the wacom pen manager software that the system prompts you to download off of the windows store, I got the pen functionality back. I think I had a situation where several sets of drivers were conflicting with one another.
Troubleshooting between the windows store wacom software, the drivers installed by the included Canvas package, and the Win10 ink implementation meant it was a nightmare to track down. But I've been using the pen for about an hour now and I haven't lost tracking yet.
Hope this helps
ethandale
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October 14th, 2019 08:00
I missed this reply in my email, so I'm sorry it's been so long! It may very well be conflicting drivers. I've never used ones on the Windows Store, but the Wacom Remote that I use to control my tablet while I'm working (since the totem doesn't really do much) requires the Wacom Tablet Properties software in order to function. Dell had promised that the remote would play nice with their tablet, so I'm a little pissed if that's what's actually going on. That remote wasn't cheap, and it certainly works well with the Cintiqs that I've used. It's frustrating, because I'd like to move away from Wacom, because I am not a fan of how they run their business, but at the same time, Dell is making it hard for me to believe they care about delivering.
Dell-Alan D
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October 16th, 2019 05:00
@ethandale thanks for getting in touch. I have covered alot of this stuff in another thread regarding remotes, stylus and the Wacom software here - https://www.dell.com/community/Tablets-Mobile-Devices/Dell-Canvas-not-compatible-with-office-windows-10/td-p/6072073/page/2
Ultimately, all the devices should work in conjunction without issue. If the Dell drivers are not functioning correctly, the Wacom support staff have recommended installing their generic suite. As Wacom provide the hardware and drivers for all the touch kit you have mentioned, there are no alternatives. This is covered in more detail in the 4 pages of the above thread I linked to.
For the canvas drivers dropping out, that sounds more like a issue with Windows services. The following steps are the ones recommended by Wacom to address this -
As per the instructions on your email from Wacom, please try the following steps to restart the service -
On Windows Search, please type "Run".
Then, open the Run application.
Once the app is opened, type "Services.MSC" and click on "Run".
After that, double click on "Wacom Professional Services". That should open a new window.
Click on the button "Stop".
Go to the tab "Recovery" and on the 3 drop down menus, please select "Restart service".
Below that, please type in "0" (zero) on the 2 spaces that you have there.
Then, click on "Apply" and go back to the "General" tab. Finally, Click on "Start" and "OK".
I hope this helps and I look forward to hearing how you get on.
Alan