SQ:144520EN
Question:
What should I do when I think my tablet is not working properly?
Topics:
Answer:
If you think your tablet is not working properly, the first thing you should do is determine whether the cause is a problem with the tablet hardware or a tablet-related software problem (including table driver software and tablet-aware applications). The solutions for these two are completely different.
Hardware problems can be solved by replacing the defective pen or tablet body (seldom both). This is done by Wacom subsidiaries or distributors in your country or region provided that the hardware problem is confirmed. For software-related problems, no hardware replacement / repair is needed. Please contact Wacom Customer Support Service.
1. HOW to check your tablet hardware:
Try connecting your tablet to another computer. If the tablet works properly there, then the problem is most likely a software problem on the original computer. Most of problems experienced by users are software problems (see 2. for details).
If you do not have another computer available for testing, plug the tablet into a USB port on the computer's motherboard. The LED on the tablet should light (A). If you use the pen tip to touch the active area of the tablet, the LED should change color (B). The same color change should occur for the eraser side of the pen (C). If you press the side switch of the pen, the LED will also change color (D). If both A and B are ok, then the tablet has no hardware problem (but not 100%).
If C and D are also ok, then the pen has no problem on eraser and side swithches also. If you experience problems, Please contact Wacom Customer Support Service. by filling out the Inquiry Form. When doing this, you should mention clearly whether or not the LED light turned on when connecting the tablet to a USB port on the computer. Please also mention whether or not the LED changes color when the pen tip (eraser) touches the tablet active area.
2. HOW to solve software-related problem:
Most tablet driver software-related problems are due to corrupted files or data in the tablet driver files. This can be solved by completely uninstalling the driver software and then reinstalling it. In a few cases a similar data corruption can happen on tablet aware applications and even operation system files. The solution is also similar. You may check Wacom tablet driver un-installation and re-installation procedure for Windows XP and Vista.
3. ANOTHER kind of problem is jittering. It is caused by RF (Radio Frequency) interference. See this FAQ for details. If you try the tablet in another place and find jittering does not happen there, you will know whether there is RF interference in your work area. (There might be RF interference from the surroundings / environment in your current location, other than the CRT or computer.)