Wacom Co PTH450, PTH850, PTH650 User Manual

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TROUBLESHOOTING

If you are having trouble, Wacom recommends you do the following:

1. If the tablet driver failed to load properly, first perform the recommended action in any error message that may appear on your screen. If that does not solve the problem, review the troubleshooting procedures in this chapter.

2. Look in the troubleshooting tables offered.

3. Open the Wacom tablet Read Me file and look for any information updates.

4. Visit www.wacom.com and choose the Wacom web site for your region where you can check the product FAQs (Frequently Asked Questions).

5. If you are having a compatibility conflict between Intuos and a new hardware or software product, see obtaining driver downloads Wacom periodically updates the software driver to maintain compatibility with new products.

6. Test your tablet and input tools. See te st in g y ou r t a b l et

7. If you have tried the suggestions in this manual and still cannot resolve the problem, then contact Wacom for Technical Support. See technical support options where to obtain support for your region.

. Your problem may be described there and you can try the solution

for information on downloading an updated software driver.

and testing controls and input tools.

and the Read Me file for information on

Testing your tablet Testing controls and input tools Troubleshooting tables Technical support options Obtaining driver downloads

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TESTING YOUR TABLET

1. Turn on your computer and wait until the system has fully loaded.

2. Check the USB connection. A tablet status LED should glow whenever the tablet is properly connected and your computer has registered it as a USB device. If not:

• Make sure the tablet USB cable is securely connected to an active USB port on your computer.

• Check the tablet USB cable for damage.

• If you are connecting the tablet to a USB hub (or hub device such as a keyboard with USB ports), be

sure the USB hub is properly connected to your computer and is active.

• If a status LED does not illuminate after your computer is on and has finished booting up, your USB

port may be disabled. Verify that you have connected the tablet to an active USB port.

• Connect the tablet to a different USB port or try connecting to the USB port on another computer.

• For best results when troubleshooting no power to the tablet (a status LED does not light), plug the

tablet directly into the system USB port located on your computer. Temporarily eliminate any external hubs in use until you determine that the system recognizes the tablet and that it is functional. When the tablet is working properly, it is usually okay to then move the tablet to a USB hub.

3. For wireless operation tablet is properly connected and your computer has registered it as a USB device. If not:

• Verify that the wireless module is on. See battery and wireless connection status

• Verify that the wireless module and receiver are properly installed. See wireless setup

• Check the battery power. See battery and wireless connection status

connect the USB cable and charge the battery. See charging the battery

• Switch the wireless module off, and then back on.

• Move the tablet closer to the computer. Make sure there are no metal or other high density

obstructions in the line of sight between the tablet and computer.

, check the tablet connection. A tablet status LED should glow whenever the

. If the battery charge is low,

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4. Check pen input. If the tablet driver does not load properly, pen input will not be available. (You will be able to use the pen tip to move the screen cursor and click, but there will be no other pen functionality.) Install the tablet driver software.

• Move your pen across the tablet active area. The screen cursor should move in the corresponding

direction on your monitor or display screen.

• Press the pen tip against the surface of the tablet. A status LED should brighten.

• Next, without applying pressure to the pen tip, hold the pen tip within approximately 10 mm

(0.4 inch) of the tablet surface and press the side switch. The LED should again brighten.

• Turn the pen over and press the eraser against the surface of the tablet. The LED should brighten.

See also testing controls and input tools

5. Check touch input

. Attempt to move the screen cursor by tracking your finger across the tablet

and te s ti n g a p en .

surface. Then tap to select an item. The status LED should brighten when you touch the active area of the tablet. See also te s t in g t ou ch

If the tablet driver does not load properly, basic touch movement will be recognized but other actions and gestures will not. If gestures are not recognized, install the tablet driver software.

6. Check the ExpressKeys. See testing controls and input tools

7. Check the Touch Ring. See testing controls and input tools

and testing the ExpressKeys.

and testing the Touch Ring.

8. Check any other tool(s), such as the optional Intuos Mouse. See testing controls and input tools

If any of these tests fail, you may have defective hardware. See technical support options

After testing, use the Wacom Tablet control panel to reconfigure your tablet and tools for any custom settings you may originally have been using.

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TESTING CONTROLS AND INPUT TOOLS

If your input tools or tablet controls do not work as you expect, it is a good idea to first check the assigned functions or reset them to their default conditions. You will also want to do this if you have a touchsensitive tablet model and encounter problems with touch.

A quick way to return a tool to its default condition is to remove it from the control panel T by selecting the tool and clicking on the T back onto the tablet surface. The tool will be added back to the T

• Open the Wacom Tablet control panel and click on the A click D

IAGNOSE.... The DIAGNOSTICS dialog box shows dynamic information about the tablet, your input

OOL list [ – ] button. After the tool has been removed, place it

OOL list with its default settings.

BOUT button. In the dialog box that appears,

tool(s), and appropriate information for touch-sensitive tablets.

OOL list. Do this

• If more than one tablet is connected to your system, in the T you are testing.

• Use the information shown in the D

Note: If a tool button is set to R

ADIAL MENU or OPEN/RUN..., that function will occur when the button is

IAGNOSTICS dialog box when testing your tablet and input tools.

pressed. In this case you may want to change the button function before testing.

Testing the ExpressKeys Tes ti ng t he Touc h R in g Tes ti ng a pe n Tes ti ng t ou ch Tes ti ng t he mo us e

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ABLET INFO column select the unit for which

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TESTING THE EXPRESSKEYS

1. With the DIAGNOSTICS dialog box open, observe the TABLET INFO column as you test each ExpressKey. Be sure to select the tablet unit you are testing from the T

ABLET INFO column.

2. Test the keys by pressing them one at a time. Each time you press a key, its number is shown next to

EFT BUTTONS category.

the L

3. When you are done, click the C

LOSE button to exit the dialog box.

Important: Some applications can override and control the ExpressKey functions. Consider closing any open applications except the Wacom Tablet control panel when testing the ExpressKeys. For details, see using applications integrated for tablet control

TESTING THE TOUCH RING

1. With the DIAGNOSTICS dialog box open, observe the TABLET INFO column as you test the Touch Ring. Be sure to select the tablet unit you are testing from the T

2. Slide your finger around the entire circumference of the Touch Ring. As you touch and move your finger along the Touch Ring, a L

EFT TOUCH number will indicate your current finger position on the Touch Ring

3. Press the Touch Ring toggle button to toggle between the four customizable modes. As you cycle between settings, a corresponding LED should illuminate. Within the D button mode is also shown as L

If any of the functions are set to S

4. When you are done, click on the C

EFT BUTTONS.

KIP, the corresponding LED will be skipped in the toggle sequence.

LOSE button to exit the dialog box.

ABLET INFO column.

IAGNOSTICS dialog box, the

Important: Some applications can override and control the Touch Ring functions. Consider closing any open applications except the Wacom Tablet control panel when testing the Touch Ring. For details, see using applications integrated for tablet control

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TESTING A PEN

1. With the DIAGNOSTICS dialog box open, and while observing the POINTING DEVICE INFO column, bring your Intuos tool within 10 mm (0.4 inch) of the tablet active area. A value for P

AME, DEVICE TYPE, and a DEVICE S/N (serial number) should be displayed. If you have more than one

N tablet connected to your system, be sure you have selected the T tools from the T

2. Move your tool along the tablet surface. The X and Y D

ABLET INFO column.

ATA values should change to reflect the tool

ABLET for which you are testing your

position.

3. Test your pen switches. A tablet status LED should brighten each time you click with the tool tip, press the side switch, or press the tool eraser to the tablet.

• Click on the tablet surface with the tool tip. The S

RESSURE should change from approximately 0% with no pressure applied to approximately 100%

WITCHES state and PRESSURE value should change.

when full pressure is applied.

• Next, press the side switch without pressing the tip to the tablet. The S

change. For the Intuos pen, do this for both positions of the side switch.

ROXIMITY, the DEVICE

WITCHES state should

Pen

SWITCHES states

Airbrush

SWITCHES states

• Press the eraser to the tablet. The S

RESSURE should change from approximately 0% with no pressure applied to approximately 100%

Tip = 1 Side switch (lower position) = 2 Side switch (upper position) = 3 Eraser = 1

Tip = 1 Side switch = 2 Eraser = 1

WITCHES state and PRESSURE value should change.

when full pressure is applied.

• For the optional Airbrush, move the fingerwheel forward. The W

HEEL value should decrease to a

value of approximately 0 when the fingerwheel is all the way forward. Move the fingerwheel backward. The W

HEEL value should increase to approximately 1000 when the fingerwheel is all the

way back.

4. Test tilt for the x-axis by moving the pen from a vertical position toward the right; the X T change from approximately 0 to +60. Now move the tool to the left of vertical; the X T

ILT value should

change from approximately 0 to -60.

5. Test tilt for the y-axis by moving the pen from a vertical position toward the bottom of the tablet; the Y

ILT value should change from approximately 0 to +60. Now move the tool toward the top of the tablet;

T the Y T

ILT value should change from approximately 0 to -60.

6. For the optional Art Pen, test the rotation feature by placing the pen tip on the tablet surface and slowly rotating the pen on its axis. The R

7. When you are done, click on the C

OTATION value should change as you rotate the pen.

LOSE button to exit the dialog box.

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TROUBLESHOOTING TABLES

If you encounter problems with your Intuos tools or tablet, see the following tables. Your problem may be described here, and you can try the solution offered. Check the tablet Read Me file for the latest information updates.

For additional information, visit the Wacom web site at http://www.wacom.com .

General problems Pen problems Touch problems Wireless connection problems Windows-specific problems Mac-specific problems

GENERAL PROBLEMS

The computer does not have an available USB port.

The tablet status LEDs do not illuminate.

The computer does not go to sleep.

The screen cursor is very erratic or “jumps” around when using the tablet.

Check if there is an available USB port on a USB hub. If not available you will need to add a USB hub or USB card.

Verify that the tablet USB cable is properly connected to the tablet and to an active USB port.

If connecting to a USB hub device, make sure the hub is connected to an active USB port and that the hub is active.

Try also connecting to another USB port or using another USB cable.

If using Intuos in wireless mode, see also wireless connection

problems.

When you are not using your Intuos input tool(s), remove them from the tablet surface or the tablet will continue to send data, keeping the computer awake.

Note: Because some metallic or other conducting objects can also

cause the tablet to send data, it is best to keep the tablet surface clear of all objects when not in use.

On rare occasions the tablet may receive interfering radio frequencies from a computer monitor or nearby AM radio station. If you notice interference from a monitor, try moving the tablet at least six (6) inches away from the monitor, or change the monitor refresh rate or monitor resolution.

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The tablet is set to

XPRESSKEYS RIGHT (or

XPRESSKEYS LEFT), but at the

E log on screen the tablet seems to work upside down.

When working in some applications, the ExpressKeys or Touch Ring perform a different function than what is set in the Wacom Tablet control panel.

PEN PROBLEMS

The pen does not position the screen cursor, or otherwise work properly.

Reinstall the tablet driver software and change the default orientation of the tablet. See configuring the tablet orientation

Some applications can override and control the ExpressKey and Touch Ring functions. See using applications integrated for tablet control

If using application-specific settings, be sure you have updated the settings for the application you are working with.

If the tablet driver does not load properly, pen input will not be available.

• You will be able to use the pen tip to move the screen cursor and click, but there will be no other pen functionality.

• For tablet models that combine pen input and touch, basic touch movement will continue to be recognized but other actions and gestures will not.

Install the driver software for the tablet.

The pen does not draw or ink with pressure sensitivity.

Some applications require that you turn on the pressure capabilities within the application or the selected tool before the pen will respond as a pressure-sensitive tool.

Verify also that your application supports pressure sensitivity.

Clicking is difficult. Try using a lighter T

IP FEEL. See adjusting tip feel and double-click.

Double-clicking is difficult. Be sure you are quickly tapping the tablet twice in the same place on

the tablet active area. Wacom recommends using the side switch to double-click.

Open the Wacom Tablet control panel and go to the P Try i n crea s i ng th e T

Set an ExpressKey to D

Windows

: Try setting your system to launch programs with a single

click. See clicking

IP DOUBLE CLICK DISTANCE or using a lighter TIP FEEL.

OUBLE CLICK and use it to issue double-clicks.

EN tab.

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The pen selects everything, will not stop drawing.

Open the Wacom Tablet control panel and go to the PEN tab. Move the

IP FEEL slider toward FIRM, or select CUSTOMIZE... and increase the

LICK: THRESHOLD setting. If this does not help, see testing controls

and input tools.

The eraser selects everything or will not stop erasing.

The pen nib may be worn. See replacing the pen nib Open the Wacom Tablet control panel and go to the E

Move the E increase the C

RASER FEEL slider toward FIRM, or select CUSTOMIZE... and

LICK: THRESHOLD setting. If this does not help, see te st i ng

RASER tab.

controls and input tools.

You notice a screen delay at the beginning of pen or inking strokes.

Open the Wacom Tablet control panel and go to the P Try decreasing the T move the T

IP DOUBLE CLICK DISTANCE slider to the OFF position in order

IP DOUBLE CLICK DISTANCE. If that does not work,

EN tab.

to turn off double-click assist.

Try turning off the operating system inking features.

You have to press hard with the pen when clicking, drawing, or writing.

Open the Wacom Tablet control panel and go to the P

IP FEEL slider toward SOFT, or select CUSTOMIZE... and decrease the

ENSITIVITY and CLICK: THRESHOLD settings.

EN tab. Move the

The pen tip does not function. Be sure you are using only a compatible pen or Wacom input device,

such as the pen that shipped with your product, or a Wacom accessory pen specified for use with Intuos5. Other pens may not function properly on the tablet.

Check the control panel P

EN tab and verify that a CLICK function is

assigned to the tip.

A tablet status LED should brighten when the tip is pressed. If not, you

Changing the settings of an input tool has no effect.

may have defective hardware. See testing controls and input tools Make sure you are changing the settings for the tool and application

that you are using. See application-specific settings

and working with

multiple tools.

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The pen side switch does not work.

The screen cursor “jumps” back.

Cannot move the cursor where you want to on the screen, or the line you are drawing does not line up with the location of the pointer in paint applications.

When using the pen to operate the Touch Ring, the Touch Ring does not work well.

When using Intuos on a multiple monitor system, you cannot use the pen to control the other monitor(s).

Be sure you are using only a compatible pen or Wacom input device, such as the pen that shipped with Intuos5, or a Wacom accessory pen specified for use with Intuos5. Other pens may not function properly on the tablet.

Be sure to press the side switch when the pen tip is within 10 mm (0.4 inch) of the tablet active area. Do this without pressing down on the pen tip.

In the Wacom Tablet control panel, verify that the side switch is set to the function you are expecting to occur for the application and tool you are using.

Check also the S

IDE SWITCH MODE. If CLICK & TAP is selected, you will

need to first press the side switch while touching the pen tip to the tablet surface in order to perform a click function. See advanced

options.

A tablet status LED should brighten when you press the side switch. If not, you may have defective hardware. See testing your tablet

Do not place an Intuos tool on the tablet when it is not in use, or when you are using another pointing device. Leaving your tool on the tablet may interfere with screen cursor positioning when using other input devices.

Open the Wacom Tablet control panel and go to the M Verify that P

ULL for the selected tool and application. If this does not help, click on

EFAULT button to reestablish tablet to screen mapping. If you are

the D

EN MODE is selected and that the SCREEN AREA is set to

APPING tab.

still having difficulty, remove the tablet preferences (see Windows-

specific problems or Mac-specific problems).

Confirm whether the pen does (or does not) function. See te st in g

controls and input tools.

The Touch Ring is designed to be used with your finger, and does not work with the pen tip.

Cycle pen control for Intuos between your displays by pressing an ExpressKey or pen button that is set to D

Verify that the S

CREEN AREA in the MAPPING tab is set to FULL.

ISPLAY TOGGLE.

You can also use your pen to control the other monitors in mouse mode. To use mouse mode, first set a pen button to M Then use the button to toggle between P

EN MODE and MOUSE MODE.

ODE TOGGLE....

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TOUCH PROBLEMS

Touch does not work. Enable touch by pressing an ExpressKey that is set to TOUCH ON/OFF.

OUCH

Touch does not seem to fully work. The screen cursor can be moved, but more complex actions or gestures do not work.

The tablet does not reliably recognize multi-finger touch.

Cannot zoom-in or zoom-out when working with Adobe Photoshop.

Scrolling and panning gestures do not function correctly when working with Adobe Photoshop.

Rotation gestures do not seem to work consistently, or not at all.

Otherwise, open the Wacom Tablet control panel, click on the T icon, and go to the S

PTIONS tab. Be sure the ENABLE TOUCH option is selected.

TANDARD GESTURES, MY GESTURES, or TOUCH

If the tablet driver does not load properly, basic touch movement will be recognized but other actions and gestures will not. Install the driver software for the tablet.

If you hold your fingers too close together, the tablet may not recognize them as being separate. Try moving your fingers a little further apart.

If zoom functions do not operate correctly within Photoshop, verify that the Z

OOM WITH SCROLL WHEEL function is not selected within the

Photoshop P

REFERENCES options.

If touch gestures do not operate correctly within Photoshop, verify that the Z

OOM WITH SCROLL WHEEL function is not selected within the

Photoshop P

REFERENCES options.

Rotation may work differently depending on the application you are working with. For example, rotation may work smoothly, in 90-degree increments, or not at all.

For best recognition of this gesture, start with your fingers positioned diagonally on the tablet surface and keep them at least 25 mm (1 inch) apart.

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WIRELESS CONNECTION PROBLEMS

The computer does not have an available USB port.

After pressing the power button on the wireless module, the tablet status LED glows steadily for 4 seconds and then turns off.

After turning on the wireless module, the status LED indicates good functionality but the screen cursor cannot be moved.

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.

Check if there is an available USB port on a USB hub. If not available, add a USB hub or USB card.

If a wireless connection is not established, 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 metal or other high-density obstructions in the line of sight between the tablet and your computer.

Again press the power button to activate the connection. If your tablet model supports touch, be sure you have not turned off

touch. See disabling touch

Be sure you are using the pen correctly. Review using the Grip Pen

Switch the wireless module off, then back on.

If the battery charge is low, try charging the battery Be sure you have correctly installed the tablet driver software.

See also optimizing the wireless connection

Confirm the wireless module and receiver are correctly installed, and that the wireless module is turned on.

Check the battery. See battery and wireless connection status

• Open the tablet wireless compartment cover and verify that the battery is properly installed.

• Check the battery appearance to ensure there is no leakage or other indication of damage.

• Charge the battery overnight and try again. If the problem persists, the battery may be completely discharged or damaged and can no longer hold a charge. You will have to purchase a replacement battery. See ordering parts and accessories

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The tablet status LED does not illuminate after pressing the power button on the wireless module.

When using the tablet, the screen cursor or pen strokes seem to lag or skip in some applications.

The battery charging process seems to stop whenever the computer enters sleep mode.

Try again. Then:

1. Verify the Wacom wireless receiver is properly connected to an active USB port. If connecting to a USB hub, make sure the hub is connected to an active USB port and that the hub is active.

2. Verify the Wacom wireless module is properly installed in the tablet. Press the power button to connect wirelessly.

3. If the tablet status LED still does not light, connect the USB cable between your tablet and computer.

On the wireless module, check the battery status LED. Amber indicates the battery is charging. Green indicates the battery is fully charged. If the LED remains off, the battery may be defective. Replace the battery.

4. If both the tablet status and wireless module LEDs remain off, then contact the Wacom support staff for the area where your product was purchased. See technical support options

See optimizing the wireless connection

for tips on improving the

connection.

As required, adjust your system power or energy saver settings so that the computer does not enter sleep mode while the tablet battery is charging.

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100

+ 28 hidden pages

Wacom Co PTH450, PTH850, PTH650 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

TROUBLESHOOTING

TESTING YOUR TABLET

TESTING CONTROLS AND INPUT TOOLS

TESTING THE EXPRESSKEYS

TESTING THE TOUCH RING

TESTING A PEN

TROUBLESHOOTING TABLES

GENERAL PROBLEMS

PEN PROBLEMS

TOUCH PROBLEMS

WIRELESS CONNECTION PROBLEMS