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[Windows] Driver 6.3.40-2 bug - Express Keys stuck

Posted: Thu 9. Jul 2020, 21:43
by guecor
I have found my first major problem with the new drivers: I use the express keys a lot, so I use them combine, but whenever I press the third and the fourth keys together, they get stuck, like I was still pressing them. I usually asign the modifier "letf Alt" to the fourth key, so when I press it combine with the third it behaves like if I was pressing the alt key even though I have already realeased the express key in question. The only solution is to disconnect and connect the tablet, but almost everytime I press the keys together the issue appears again, making the tablet nearly unusable.

I've already checked that is not an hardware issue, beacuse I installed the old driver (6.3.25-5) and the issue is gone. So is definitely a problem of the new driver.

the Tablet is a Intuos 5 small connect to a PC with Windows 10.

Hope that you can do something about it. Meanwhile, I will have to use the old drivers again.

Re: Driver 6.3.40-2 bug - Express Keys stuck

Posted: Fri 10. Jul 2020, 08:07
by wacom5
Hi,
Thanks for reporting this.
For us to better understand the problem, please collect the Wacom driver logs that are built into the Wacom driver functionality.
  • Log on to the computer as an administrator.
  • Click on 'Support' on the left of the Wacom Desktop Center, and then click "Driver logging"
  • Turn Logging on.
    Note: this creates a file on your computer to collect the diagnostic driver logs. The maximum size of these files is 100MB.
  • Next, please restart your computer and use the tablet and driver until the problem reappears.
  • After the problem occurs, please return to Driver logging via the Wacom Desktop Center.
  • Turn Logging off again.
  • Click the button to 'Package log files'. This saves a zip file to the desktop.
Please contact the customer support team with this zip file attached - https://www.wacom.com/support/contact-support

Re: Driver 6.3.40-2 bug - Express Keys stuck

Posted: Fri 10. Jul 2020, 22:18
by guecor
wacom5 wrote:Hi,
Thanks for reporting this.
For us to better understand the problem, please collect the Wacom driver logs that are built into the Wacom driver functionality.
  • Log on to the computer as an administrator.
  • Click on 'Support' on the left of the Wacom Desktop Center, and then click "Driver logging"
  • Turn Logging on.
    Note: this creates a file on your computer to collect the diagnostic driver logs. The maximum size of these files is 100MB.
  • Next, please restart your computer and use the tablet and driver until the problem reappears.
  • After the problem occurs, please return to Driver logging via the Wacom Desktop Center.
  • Turn Logging off again.
  • Click the button to 'Package log files'. This saves a zip file to the desktop.
Please contact the customer support team with this zip file attached - https://www.wacom.com/support/contact-support


I did the steps as indicated in the instructions, but in the support page when I tried to attached the file in the "additional documentation" box it said that the file has to be a .png, .jpg, .jpeg, .doc, .pdf

Re: Driver 6.3.40-2 bug - Express Keys stuck

Posted: Mon 13. Jul 2020, 06:52
by wacom5
You can open the case and then send an email with the file to the auto-reply email with the case number. Alternatively, you can send it to a support agent via chat.

Re: Driver 6.3.40-2 bug - Express Keys stuck

Posted: Mon 20. Jul 2020, 21:07
by guecor
wacom5 wrote:You can open the case and then send an email with the file to the auto-reply email with the case number. Alternatively, you can send it to a support agent via chat.


This is the respond i got:
Delivery has failed to these recipients or groups:

reply, no (noreply@wacom.com)
Your message couldn't be delivered to the recipient because you don't have permission to send to it.
Ask the recipient's email admin to add you to the accept list for the recipient.

For more information, see DSN 5.7.129 Errors in Exchange Online and Office 365.

Re: Driver 6.3.40-2 bug - Express Keys stuck

Posted: Tue 21. Jul 2020, 06:35
by wacom5
Sorry, I thought this was still possible. Alternatively, you can wait for a support agent to reply, or open a chat and send the images through there.

Re: Driver 6.3.40-2 bug - Express Keys stuck

Posted: Tue 21. Jul 2020, 19:07
by guecor
wacom5 wrote:Sorry, I thought this was still possible. Alternatively, you can wait for a support agent to reply, or open a chat and send the images through there.


The support email says:
"Thank you for contacting Wacom, my name is Katherine. I understand that you are having issue with your driver and I'll be more than glad to help you.

First of all I would like to make sure that you are not using an adapter to connect your tablet, because it can caused an inconsistent behavior. Also I would like to confirm if you already tried connecting the tablet to another computer or ports. if not, please do it.

It’s possible this issue is being caused by a corrupted preferences file. Please follow these steps to reset your tablet preferences:

https://www.wacom.com/en-us/support?gui ... Id=001-672

Once done please make sure to manual uninstall and reinstall the driver using the steps on the article below:

https://www.wacom.com/en-us/support?gui ... -(manually)-and-re-install-the-Wacom-driver-on-Windows-for-a-Pen-Tablet%2C-Pen-Display%2C-or-Pen-Computer%3F&guideId=010-373

Hope this information helps if the issue persists please do not hesitate to contact us back and if possible please send us more detail information about the issue.


I look forward to hearing from you soon"

So, Should I explain the case as a I did here and attach the corresponded file, and that's it? or Should I give more information?

Re: Driver 6.3.40-2 bug - Express Keys stuck

Posted: Wed 22. Jul 2020, 06:54
by wacom5
That should be enough. If the support team requires more information, they will let you know.
You can also send them the link to this forum post as it might help them understand the issue.

Re: Driver 6.3.40-2 bug - Express Keys stuck

Posted: Tue 18. Aug 2020, 19:24
by SamxFisher
I have exactly the same problem with the 3rd express key, its commonly assigned as an ALT key, it gets stuck, if I press Left ALT key from a keyboard it unlocks the ALT key but then the 3rd express key wont work anymore until I restart Windows 10.

It happened to me with a cintiq 27QHD Touch on Win10 and a Mobile Studio Pro 13, both with same 6.3.40-2 wacom drivers.

I've returned to 6.3.39-1 drivers and now is everything ok.

If someone wants to return to 6.3.39-1, take note that you should NOT make a config backup from 6.3.40-2 before uninstalling it, if you do so, and try to restore backup made on 6.3.40 after installing 6.3.39, you wont be able to restore backup, it will get stuck restoring but will never end restoring.
Luckily I had an old backup made with an older version and I could restore a backup with 6.3.39-1.

Re: Driver 6.3.40-2 bug - Express Keys stuck

Posted: Sat 22. Aug 2020, 05:32
by guecor
SamxFisher wrote:I have exactly the same problem with the 3rd express key, its commonly assigned as an ALT key, it gets stuck, if I press Left ALT key from a keyboard it unlocks the ALT key but then the 3rd express key wont work anymore until I restart Windows 10.

It happened to me with a cintiq 27QHD Touch on Win10 and a Mobile Studio Pro 13, both with same 6.3.40-2 wacom drivers.

I've returned to 6.3.39-1 drivers and now is everything ok.

If someone wants to return to 6.3.39-1, take note that you should NOT make a config backup from 6.3.40-2 before uninstalling it, if you do so, and try to restore backup made on 6.3.40 after installing 6.3.39, you wont be able to restore backup, it will get stuck restoring but will never end restoring.
Luckily I had an old backup made with an older version and I could restore a backup with 6.3.39-1.


Yes it is. I had an email exchange with a support team member and we concluded that is the last drive the one that has the issue. Hope they can fix it soon.