Troubleshooting: Wireless connection

Troubleshooting: Wireless connection

If you encounter wireless connection problems with your pen tablet, refer to the following table. For entries with multiple solutions, try them one at a time until you have solved your problem.

For additional information, visit Wacom Customer Care or Technical Support. Other troubleshooting Help topics are:

General
Pen and touch
Mac- and Windows-specific

Wireless connection problems

The computer does not have an available USB port.

Use an available USB port on a USB hub. If not available, add a USB hub or USB card.

After pressing the power button on the wireless module, a tablet status LED glows steadily for 4 seconds and then turns off.
  • There is no wireless connection. The wireless module will turn off after 4 seconds.
  • Make sure the wireless receiver is properly connected to an active USB port on your computer or USB hub.
  • Move the tablet closer to the antenna and make sure there are no obstructions in the line of sight between the tablet and your computer.
  • Press the power button to activate the connection.
After turning on the wireless module, a status LED lights, but the screen cursor cannot be moved.
  • If your tablet model supports touch, be sure you have not turned off touch.
  • Switch the wireless module off, then back on.
  • If the battery charge is low, try Charging the battery.
A wireless connection has been made, but the tablet does not seem to work correctly.
The tablet works when connected with the USB cable, but turns off as soon as the cable is disconnected
  • Confirm the wireless module and receiver are correctly installed, and that the wireless module is turned on.
  • Check the battery status icon. See Battery status.
  • Open the tablet wireless compartment cover and verify that the battery is properly installed.
  • Remove the battery and check to make sure there is no leakage or other indication of damage. See Battery replacement.
  • Charge the battery overnight. If the problem persists, the battery may be completely discharged or damaged, and you will need to purchase another battery. See Ordering parts and accessories.
The wireless LED does not light after pressing the power button on the wireless module.

Try pressing the button again. If the problem persists:

  • Verify that the wireless receiver is properly connected to an active USB port, or an active hub connected to an active USB port.
  • Verify the wireless module is properly installed in the tablet. Press the power button on the module.
  • If the LED still does not light, connect the USB cable between your tablet and computer.
  • On the wireless module, check the battery status LED.
    An amber light indicates the battery is charging. A green light indicates the battery is fully charged.
  • If the LED remains off, the battery may be defective, and you will need to purchase another battery. See Ordering parts and accessories.
The screen cursor or pen strokes seem to lag or skip in some applications.
The battery-charging process seems to stop when the computer goes to sleep.

Adjust your system power or energy saver settings so that the computer does not enter sleep mode while the tablet battery is charging. See Power-saving features.