Skip to main content
L
Luke22146452aqks
Participant
April 21, 2023

Adobe products freeze my system when using a Wacom Cintiq

  • April 21, 2023
  • 3 replies
  • 349 views

I've been dealing with this issue ever since adobe aquired substance painter and I just can't take it anymore.

I use a Wacom Cintq Pro 24 graphics tablet and substance painter is borderline unusable for me at this point. 

The issue: While using Substance painter on my Cintiq my computer will randomly suddenly freeze, becoming completely unresponsive and requiring me to forcably shut down my pc through holding the power button. 

I use an Imac at work with a Cintiq and have never had this issue, it has only ever happened for me on my PC.

Some things I have noticed:

This only happens when I am using my Cintiq, if my Cintiq is powered down and I am only using my monitor it never freezes. 

It happens regardless of the workload, I can be working on the smallest, most efficient model and it will still freeze.

The random freeze happens in Photoshop as well and again only when using the Cintiq.
I have never seen this interaction outside of Susbtance programs, my Cintiq works perfecly fine in Z-brush, Maya, Blender, you name it.

I have tried setting my Cintiq to be the main monitor, I have tried opening Substance on my main monitor first and moving it over to the Cintiq, I've tried having only the Cintiq on and no other monitor, and just about every combination. 

I have tried only having substance painter running and no other programs

I have tried uninstalling and re-installing my Wacom drivers
I have the most up to date graphics card driver
I have tried using older graphics card drivers / older Wacom drivers as well
I have even gotten a new graphics card (not specificaly because of this issue) and it's still happening

I'm pretty sure this is an isolated issue with Adobe products as it never happened to be before adobe aquired Substance Painter. 

These are my computer specs:

Processor Intel(R) Core(TM) i9-10900KF CPU @ 3.70GHz 3.70 GHz
Installed RAM 64.0 GB (63.9 GB usable)
EVGA GeForce RTX 3090 FTW3 Ulta Gaming
System type 64-bit operating system, x64-based processor
Edition Windows 10 Home
OS build 19045.2846

Any help fixing this would be much apreciated!





3 replies

L
Luke22146452aqksAuthor
Participant
April 29, 2023

@Cyril Dellenbach  I tried these and am still having issues. I also  tried using photoshop for the first time in a while and even on my main monitor without my Cintiq turned on it still freezes my whole system causing hard reset. It's happening with substance painter and photoshop now and its looking like it may not be a result of the Cintiq after all since its happening on my regular monitor too with photoshop. 

    L
    Luke22146452aqksAuthor
    Participant
    April 25, 2023

    Thank you Cyril! 
    I will try these and get back to you. As a side note my Cintiq is plugged in Via display port as my gpu only has one hdmi port. 

      Cyril Dellenbach
      Community Manager
      Cyril DellenbachCommunity Manager
      Community Manager
      April 24, 2023

      Hi @Luke22146452aqks,

       

      We know some users encounter screen issues with Wacom's tablet. It seems you already try a few workarounds, but I think we can try to dig deeper. 

       

      In addition to switching the tablet for the main screen, I'd advise you to make sure it is plugged to the 1st slot of your RTX GPU. 

       

      Also, let me share with you some users' solutions:

       

      "The issue seems to come from the Nahimic proccess, you need to disable it :

      - in the windows search bar type "services"

      - in "Services" tab search for "Nahimic service", right click on it and open the properties

      - change the "Startup type" from "automatic" to "manual" (or "disabled" it works too), then click apply, close the properties tab

      - right click once again on"Nahimic service" and select "Stop", to stop the current execution
      - try to open SP on your secondary monitor"

       

      "For anyone having a similar issue with two monitors and substance crashing, I managed to fix the crash by going into Nvidia Control Panel switching to Advanced 3D image settings, Adding Substance as a program and turning off application controlled vertical sync and make sure your Gsync or Highest Framerate is possible. It was definitely Crashing because the framerate difference on the monitors, I have a Nvidia GPU so if you have something else Im sure you can solve the issue by going into whatever control settings you have and doing the same."

       

      These solutions worked for some, but not for everyone. Of course, we are still investigating on the cause of the issue, so please keep me updated.

       

      Best regards,

       

      Cyril Dellenbach (Micro) | QA Support Artist | Adobe
      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices