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Answered

Wacom Intuos failure in After Effects

Forum|Forum|5 years ago
September 7, 2020
51 replies
33849 views

I've been using a Wacom tablet for 7+ years (first a bamboo, now an Intuos pen & touch) in place of a mouse for all my applications. Just in the past month, when I open After Effects, after about 3-5 minutes of use, I'm no longer able to move the cursor using the pen. If I click down, I am still able to click and drag, and in the Wacom diagnostic tool, everything looks perfectly fine. The problem is, the functionality stops across ALL applications and I can't get it back unless I fully restart the computer. This means once I open After Effects, i must switch to a mouse until I have a chance to fully restart my computer, and then I can't open After Effects without breaking my pen tablet's functionality.

Tried calling Wacom support and all they had me do was uninstall and reinstall my drivers several times. I tried moving my tablet to another computer (Brand new 2020 Imac, fresh install of the newest AE) and am still having the same issue. Is this a bug? Is my tablet broken? It's not that old, I've only had it for a year or two and it's functionality with every other app I use is completely fine. This only occurs with After Effects.

Has anyone else had this issue?

Correct answer Rameez_Khan

Hi all,

Wacom has released a new driver (v 6.3.43-3) that contains a fix for this issue. Here is the link to download the updated driver: https://www.wacom.com/en-us/support/product-support/drivers

Thanks,

Rameez

Show previous replies

Rameez_Khan

Legend

UPDATE:
We're investigating this issue.

Best,

Rameez

J

Jose5C82

Participating Frequently

Hi guys, I also have the same problem, after 5 minutes of working on After Effects the graphics tablet freezes. the problem arises when I press the space bar to move on the artboard, from that moment on, the only way to move the arrow using the graphics tablet is by holding down the right button on the pen or restarting the computer. If I use the classic mouse this works while the tablet remains locked:

After Effects 17.5
Catiline 10.15.7
Wacom intuos CTL 6100WL

Rameez_Khan

Legend

Hey Jose5C82,

Would you be able to share the following info with me?

Your Wacom driver version
Firmware version of your Wacom tablet
After the device stops working, what's the status of the tablet in Wacom Desktop Center - is it still recognized or is it shown as missing?

Thanks,

Rameez

J

Jonas_NL

Participant

Exactly the same here! It was suddenly fixed after reinstalling the driver couple of weeks ago, different drivers. But since I updated my OS it's back. So frustrating! Rebooting about 20 times a day since I'm working in AE most of the day.

Rameez_Khan

Legend

Hi all,

Sorry to hear about your issue!

I want some more clarity so that I can file a bug and share that with the After Effects team.

It looks like this issue is Mac-only but I'd want to double-check if anyone of you is able to repro it on Windows too.
Do you experience the same behavior in After Effects 17.5?
Are you able to repro this on a Wacom tablet other than the Intuous Pro?
Would it be possible for anyone to share a screen recording of the bug in action?

Will follow up again if I need more details.

Thanks,

Rameez K.

After Effects Community Manager

linadurell2372112

Participant

For me:

Yes, I have a macbook with MacOS Catalina 10.15.7
Yes, I have After effects 17.5
No, I only have the Intuos pro so I can recreate this with another tablet.
Unfortunately I don't have time to create a screen recording right now, hopefully someone else can do this.

Rameez_Khan

Legend

Thanks for providing all the info, linadurell.

Let me try and grab the screen recording from someone else.

Best,

Rameez

Josefinaveloso

Participant

I was talking to a couple of designer friends the other day and BOTH of them had experienced the issue as well.

H

Hannah5EDF

Participant

I am having the exaxt same issue. I was so happy to see your post that someone else is experiencing it, but sad there is no solution yet! I've tried uninstalling and reinstalling drivers. It fixed the issue when I installed an older driver, but then I started having general lag issues with my Wacom so I went back to the newest driver, and once again After Effects messes with my tablet.

But yes it's the same for me, once it happens in AE, the pen stops working across the entire computer and I have to restart. And the same for me where I can click and drag, but no moving hover etc. So frustrating! I am now having to use a mouse everytime I use After Effects which is not ideal.

Really hope we can get a fix for this soon.

linadurell2372112

Participant

Here's another one who has the exact same issues. VERY frustrating....

Josefinaveloso

Participant

I have the same problem!, the only thing that fixes it is re installing the driver.

D

default6cd0sg86f8fz

Participant

I have a simliar problem and it seems to occur everytime I want to scroll using my Wacom pen in the timeline of the After Effect project. Everytime I do this the Wacom starts to act really strange and the cursor only moves when I touch the pad with the tip of the pen.

This problem has occured on both my Macbook Pro's and it seems to be constant even though I install OS-updates and Wacom updates. Really sucks for me, since I use the Wacom Intous instead of a mouse for all my navigation.

A

admuir

Participant

I'm experiencing the exact same issue.

F

Filip.K.Forsberg

Participant

I have the exact same issue as well. Been in contact with Wacom soo many times now but it seems like they can't fix this issue. Finally found more people with the same issue.

MacBook pro 15-inch 2018

Processor: 2,9GHz 6-core Intel Core i9

Memory: 32 GB 2400 MHz DDR4

Graphics: Radeon Pro 560X 4 GB Intel UHD Graphics 630 1536 MB

E

emmyelferink

Participant

i have got the exact same issue. Until a couple weeks it worked perfectly, now it stops working after 5 minutes. The tablet i'm using is bought just over 6 months ago