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tchypa
Known Participant
January 13, 2023
Answered

Illustrator crashes while using Wacom Intuos Pro M

  • January 13, 2023
  • 11 replies
  • 5464 views

Hi

I have problems while using my Wacom on Illustrator. With the pencil tool, systematically the software crashes after few pathes. I use Windows 11, the version of Illustrator is 27.1.1 (I tried with previous versions but the problem is still there) and the drivers of my tablet are updated too.

I tried on another computer, with Windows 10 and there is no problem.

Can you help me ?

Thank you

 

    This topic has been closed for replies.
    Correct answer Westphalia

    We hear you - this has cost our company *so much* in time and money...the only way around it is to revert back to 6.3.46-2 drivers.  I haven't tried the latest Wacom 6.4.1-3 update - as we have a crazy deadline - and have lost too much time diagnosing the issue as is. Goodluck, and hopefully Wacom release a stable version 'yesterday'!

    11 replies

    nothanks75505351
    nothanks75505351
    Participant
    March 3, 2023

    This is so frustrating. Exactly the same issue here.
    I had to upgrade my wacom as my old intuos tablet was no longer supported by Windows, but it seems to be incompatible with the most recent versions of illustrator on windows 11. The Adobe 'Fix' is to uninstall the driver... Awesome, thanks!

    L
    lymos
    Participant
    January 29, 2023

    Have the same problem since this year updates to either wacom or illustrator. This is so frustrating, can't even use the wacom. Illustrator just shuts off with no error or anything, so many times lost my progress, this is crazy. And no specific action triggers this shutting off, I can just stay idle on my computer and it just shuts off from me just moving my cursor arround with the tablet pen.

    Westphalia
    WestphaliaCorrect answer
    Participant
    January 30, 2023

    We hear you - this has cost our company *so much* in time and money...the only way around it is to revert back to 6.3.46-2 drivers.  I haven't tried the latest Wacom 6.4.1-3 update - as we have a crazy deadline - and have lost too much time diagnosing the issue as is. Goodluck, and hopefully Wacom release a stable version 'yesterday'!

      Anubhav M
      Community Manager
      Anubhav MCommunity Manager
      Community Manager
      January 24, 2023

      Hello @tchypa, @Jodie Troutman, @Wassim5FEE, @Louisa27959116u4ny, @AEK5C94,

       

      We are sorry about the crash and inability to use your Wacom tablet with Illustrator. Would you mind manually uninstalling and then reinstalling the Wacom drivers (https://support.wacom.com/hc/en-us/articles/1500006264541-How-do-I-uninstall-manually-and-re-install-the-Wacom-driver-on-macOS-for-a-Pen-Tablet-Pen-Display-or-Pen-Computer-) and then relaunching Illustrator to check if it helps?

       

      Also, try running Illustrator under a different administrator account on your computer (macOS / Windows) and share your observations.

       

      Looking forward to your response.

       

      Thanks,

      Anubhav

      T
      tchypaAuthor
      Known Participant
      January 28, 2023

      Hello,

      I didn't have to do these process. I retried and the problem disappeared, even with the box Activate Wacom checked . I couldn't explain why.

      I would return to you if the issue comes back.
      Thank you

      J
      Jodie Troutman
      Participant
      January 23, 2023

      I had the same problem after the latest Wacom driver update.  Rolling back fixed it for me (so far).

      W
      Wassim5FEE
      Participating Frequently
      January 18, 2023

      I have contacted Wacom support and they got back to me and sent me a link to download an older version of the deriver (WacomTablet_6.3.46-2.exe) after uninstalling the current version (WacomTablet_6.4.1-2.exe) , this solved the issue for me and it will hopefully help others having the same problem.

      My Wacom Intuos pro is version PTH 651 but the driver works also for some of the other models.

      Hope this helps.

        T
        tchypaAuthor
        Known Participant
        January 18, 2023

        I did the same process and the problem disappeared. 

        However, I have the impression that the small lines are not always drawn as it happens by unchecking Enable Wacom in the preferences.

        Thank you

        A
        AEK5C94
        Participant
        January 18, 2023

        I do have the same problem, I thought it is my new PC. All drivers updated, preferences fixed. thanks for sharing solutions, if you have one.

        adela

         

         

        L
        Louisa27959116u4ny
        Participant
        January 18, 2023

        I uninstalled the driver for my Wacom Intuos Pro M and changed my drawing board to another Wacom Intuos model and then installed the driver for the new one.
        For the last 4 hours I have had no problems.

        I know that the solution is not to buy a new one, but for now illustrator works and I hope that adobe will solve the problem.

        W
        Wassim5FEE
        Participating Frequently
        January 17, 2023

        I wasn't having any issues with illustrator on my Desktop PC running Windows 10 pro, I installed Wacom driver (latest) WacomTablet_6.4.1-2.exe, used the tablet for a couple of minutes, then uninstalled the driver. Afterwards, illustrator started crashing! I had to disable Wacom from Preferences->Devices to stop the constant crashing.

        T
        tchypaAuthor
        Known Participant
        January 18, 2023

        Sure enough, after uncheking Enable Wacom in Preferences > Devices, the problem seems to have gone away. But in return, another appears : the small pencil lines are no longer drawn, which is quite painful..

        W
        Wassim5FEE
        Participating Frequently
        January 16, 2023

        We are having the same crashing problem on two of our desktop PCs running windows 10 and latest version of illustrator and Wacom driver. 

        Downgrading illustrator did not help. 

         

        T
        tchypaAuthor
        Known Participant
        January 16, 2023

        I just updated Illustrator with the new version 27.2 and the problem persists...

        Monika Gause
        Community Expert
        Monika GauseCommunity Expert
        Community Expert
        January 16, 2023

        What does Wacom say? Can they guarantee that their drivers are compatible?

        T
        tchypaAuthor
        Known Participant
        January 17, 2023
        quote

        They conclude that


        By @tchypa

         

        That's not the same as a guarantee.


        Unfortunately it is all what they said...

        alexs59270823
        alexs59270823
        Participant
        January 16, 2023

        I just started facing the same issues and it is incredibly frustrating!

         

        Around January 12th I noticed Adobe Illustrator was crashing after just a few minutes of work. (Im working from a Desktop I build while using the Wacom MSP as the drawing tablet) I made sure everthing was up to date and tried again. Sure enough it crashed again. I then moved to my other PC (dedicated for gaming) and sure enough it crashes there as well.

         

        I do notice however, once I disconect the Wacom MSP, Illustrator no longer acts up and I am able to work again. This isnt exactly a solution however because this now mean I can not use my Wacom MSP.

         

        Would love if there is a solution for this.

        L
        Louisa27959116u4ny
        Participant
        January 16, 2023

        Hi,

        Has anyone found a solution to the above problem?
        Having the same problem and have tried the above solutions.

        Show more replies
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