Can I deactivate the pop up message on mac about Wacom driver has a problem?

[uweh73374318]

I know my driver has no problem, it is working fine with Illustrator and I cannot update to the latest driver from Wacom as suggested as that one does not support my tablet any longer.

So what is Illustrator actually checking for?

Is there a way to switch off this pop up message and use Illustrator in peace?

I tried Illustrator Preferences - General and unchecked  "Show system compatibility issues at startup", but with no success. 

Would be great if there is a way to just silence this pop up somehow.

Thank you, Uwe

[Monika Gause]

Which Illustrator version and system is it?

Which tablet nodel?

Which driver version?

What is the exact wording of the error?

[uweh73374318]

Thank you Monika,

It is every driver, apart from the last current one, but to give an example: 6.3.46-2

It is also every tablet model, but to give an example: Intuos CTL 480

And it is every Illustrator version since 2020, e.g. 26.5

I also attach a screenshot to show the exact wording

I hope that sparks an idea and thank you for your effort!

[Anshul_Saini]

Hi @uweh73374318,

I'm sorry to hear about the frustration you're facing with the pop-up message in Illustrator. It can be frustrating to have a persistent message like that.

This issue has been reported in the past. Illustrator was updated with new binaries in 2021 and 2022, which may have resulted in this error pop-up message on Mac. For some users deleting the Wacom drivers and preferences & libraries files & folders helped resolve the issue.

Would you mind manually deleting and reinstalling the Wacom drivers, as suggested in the Wacom help article (https://support.wacom.com/hc/en-us/articles/1500006264541-How-do-I-uninstall-manually-and-re-install...)? 

Also, I would recommend installing older Wacom drivers, such as 6.3.46-2, as there is a known crash issue with the latest Wacom drivers in Illustrator.

Let us know how it goes.

Thanks,

Anshul Saini

[uweh73374318]

Thank you Anshul, I will try that and report. 

Best,

Uwe

[uweh73374318]

Sorry Anshul, but that did not work for me. 

Is there any way that you could ask the Developers what they programmed, i.e. what this check is actually looking for?

Regards,

Uwe

[Anshul_Saini]

Thanks for trying, @uweh73374318. I am getting more information on this from Developers. In the meantime, a technical consultant suggested trying the Illustrator v27.4 beta version. You can install this from the Creative Cloud desktop > Apps > Beta Apps.

(Note: This will not remove/ replace the current installed Illustrator on your machine.)

This beta contains a few enhancements to how the Wacom driver is handled in Illustrator.

Please try and let us know how it goes.

Thanks,
Anshul

[uweh73374318]

Thank you very much Anshul, will do.

Best,

Uwe

[uweh73374318]

Hello, just to report back. After a reinstall of the current Illustrator (with computer restart) version, as well as of the additional beta version, the warning message still appears in both. And the tablet works just fine. 
I think it is time to get some definite guidance from the programmers, I.e. what is actually tested for and what could be a workaround to stop the message therefore?

best,

Uwe

[Anshul_Saini]

Thanks for trying that, @uweh73374318. I apologize for the inconvenience you are facing. Our engineers have confirmed that the warning message you are receiving is related to a failure of the Wacom driver to load in Illustrator. This can lead to a crash if the message does not appear. Every time the message appears, it actually means that Illustrator didn't crash due to the Wacom driver failing.

It seems like there might be a deeper issue with the driver installed, the Wacom device you have, and its compatibility with Illustrator. To further diagnose the problem, would you mind creating a new admin user profile on your Mac and installing a fresh Wacom driver and Illustrator from the Creative Cloud? If the issue still persists, please share the model number of your Wacom tablet, the version number of your Wacom driver, and your Mac's specification so we can further investigate the issue.

I will be looking forward to your response.

Best,

Anshul Saini