Troubleshooting: Mac- or Windows-specific

Troubleshooting: Mac- or Windows-specific

If you encounter problems with your operating system while using 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. Other troubleshooting Help topics are:

General
Pen and touch
Wireless connection

Mac: On startup:
  • A dialog tells you that the driver failed to load, or
  • The tablet preferences have not yet been created.
The tablet was not detected at startup.

If you are using a wireless connection:

  • Make sure the wireless connection is active. See Battery and wireless status.
  • From the Go menu, select Utilities and launch the System Profiler. Select USB from the Hardware section of the Contents list. A Wacom USB tablet model should be listed. If a tablet model is not listed, check the wireless connection. See Wireless connection.

If your tablet is connected to your computer with the provided USB cable:

  • Make sure the USB cable is securely connected to an active USB port on your computer or USB hub. Check to be sure that a tablet status LED is illuminated. If your tablet is plugged into a USB hub, make sure the hub is connected and active.
  • From the Go menu, select Utilities and launch the System Profiler. Select USB from the Hardware section of the Contents list. A Wacom USB tablet model should be listed. If a tablet model is not listed, check the USB tablet cable connection or try plugging the tablet into a different USB port.
  • If you are still having difficulties, uninstall and then reinstall the tablet driver. See Installing the driver and Uninstalling the driver.
  • If the problem persists, contact Wacom for support. See Technical Support options.
Mac: Ink does not work correctly with the pen tablet.
  • There may be a problem with Ink preferences. Remove the preference files as follows; they will be re-created when you enable handwriting recognition.
  • Open System Preferences, choose Show All, and select Ink.
  • Turn off handwriting recognition.
  • From the Go menu, choose your Home. Open the Library and Preferences folders. Remove the following preferences:
    • com.apple.ink.framework.plist
    • com.apple.ink.inkpad.plist
    • com.apple.ink.inkpad.sketch
  • Go back to System Preferences and Ink, and enable handwriting recognition.
  • Test the Ink function using your pen tablet and pen.
  • If this procedure does not resolve your problem, contact Apple Support for further assistance. Wacom does not create Ink, and cannot support a third-party software application.

Mac:

  • You suspect the tablet preferences may be corrupted, or
  • You want to make sure that all settings are at factory defaults.

Use the Wacom Tablet Utility to modify your preferences.

  • Close any open applications.
  • Open the main Applications folder.
  • Open the Wacom Tablet folder and run the Wacom Preference File Utility.
  • Back up your tablet preferences by selecting Current User or All Users, then Backup... and follow the prompts.
  • Delete tablet preferences as follows:
    • For a single user: Select Current User and click Remove. Log out, then log back in. When the tablet driver loads it will create a new Preferences file with the factory defaults.
    • For multiple users: When the utility starts, select All Users and click Remove. Log out, then log back in. When the tablet driver loads it will create new Preferences files with the factory defaults.
  • You can restore tablet preferences that have been backed up for the Current User or All Users by clicking Restore....
  • Note: Do not manually remove the Wacom Tablet.prefpane file from the main Library Preference Panes folder. This file should only be removed when uninstalling the Wacom software driver and using the Wacom Preference File Utility.

Windows® :

  • You suspect the tablet preferences may be corrupted, or
  • You want to make sure that all settings are at factory defaults.
Use the Wacom Tablet Preference File Utility to modify your preferences. See Managing preferences.
  • Close any open applications.
  • Click the Start button and select All Programs.
  • Select Wacom Tablet and Wacom Tablet Preference File Utility.
  • Back up your tablet preferences. In the Tablet Preference File Utility dialog, click Backup... and follow the prompts.
  • Delete tablet preferences as follows:
    • For a single user. Under My Preferences, click Remove to delete the preferences for the current user.
    • For multiple users: Under All User Preferences, click Remove to delete preferences for multiple users. Administrator rights are required to delete preferences for all users.
  • Relaunch any currently open tablet-aware applications that were running.
  • You can restore tablet preferences that have been backed up by clicking Restore... under My Preferences.