Wacom tablet and mouse issues after 13.3 update

[auntwee11]

Since updating to 13.2, I've had erratic behavior using either mouse or tablet. These are most noticeable when adding or subtracting from existing masks using the Brush tool. This happens more frequently with the tablet, but also with the mouse. I had recently done a system restart to clear up this issue, but this didn't help.

Specifically, here are the steps working with a mask where problem occurs:

• Click on existing mask
• Click + or - to add or subtract to get dropdown window
• I choose "Brush" and sometimes nothing happens (whether using a mouse or pen )...OR...I can select the brush, but the brush may not show up...OR...does not do anything, or does the opposite of what I selected (i.e., a + instead of a -). Hope that makes sense.

This is virtually the same issue on 2 separate systems at our studio with 2 different model Wacom tablets (this one a PTZ-630). This issue was previously reported by user uncleoat, who is the other system in the studio.

Here is system info for this machine:

Lightroom Classic version: 13.3.1 [ 202405311538-6d7c0308 ]

License: Creative Cloud

Language setting: en

Operating system: Windows 10 - Business Edition

Version: 10.0.19045

Application architecture: x64

System architecture: x64

Logical processor count: 8

Processor speed: 3.6GHz

SqLite Version: 3.36.0

CPU Utilisation: 6.0%

Power Source: Plugged In, 255% 

Built-in memory: 32571.3 MB

Dedicated GPU memory used by Lightroom: 4186.3MB / 8067.0MB (51%)

Real memory available to Lightroom: 32571.3 MB

Real memory used by Lightroom: 3430.3 MB (10.5%)

Virtual memory used by Lightroom: 8422.0 MB

GDI objects count: 1243

USER objects count: 4176

Process handles count: 2884

Memory cache size: 127.1MB

Internal Camera Raw version: 16.3.1 [ 1889 ]

Maximum thread count used by Camera Raw: 5

Camera Raw SIMD optimization: SSE2,AVX,AVX2

Camera Raw virtual memory: 1555MB / 16285MB (9%)

Camera Raw real memory: 1562MB / 32571MB (4%)

Cache1: 

Preview1- RAM:20.0MB, VRAM:0.0MB, DSC_0223-Edit.tif

Preview2- RAM:19.0MB, VRAM:0.0MB, DSC_0155-Edit.tif

Preview3- RAM:22.0MB, VRAM:0.0MB, DSC_0165.dng

Preview4- RAM:22.0MB, VRAM:0.0MB, DSC_0223.dng

Preview5- RAM:22.0MB, VRAM:0.0MB, DSC_0155.dng

Preview6- RAM:22.0MB, VRAM:0.0MB, DSC_0172.dng

Final7- RAM:1047.0MB, VRAM:2504.0MB, DSC_0155-Edit-Edit.tif

Final8- RAM:190.0MB, VRAM:0.0MB, DSC_0300-Edit-Edit.tif

Preview9- RAM:22.0MB, VRAM:0.0MB, DSC_0221.dng

Final10- RAM:190.0MB, VRAM:0.0MB, DSC_0223-Edit-Edit.tif

NT- RAM:1576.0MB, VRAM:2504.0MB, Combined:4080.0MB

Cache2: 

m:127.1MB, n:735.5MB

U-main: 139.0MB

System DPI setting: 96 DPI

Desktop composition enabled: Yes

Standard Preview Size: 1920 pixels

Displays: 1) 1920x1080, 2) 1920x1080

Input types: Multitouch: No, Integrated touch: No, Integrated pen: Yes, External touch: No, External pen: Yes, Keyboard: No

Graphics Processor Info: 

DirectX: NVIDIA GeForce GTX 1070 (32.0.15.5599)

Init State: GPU for Export supported by default

User Preference: GPU for Export enabled

[uncleoat]

Is anyone else having this issue?? Any help welcome

[bostonpaper]

Yes.  I have latest NVidia Studio driver, tried turning off GPU, even upgraded from Wacom PTH-850 to 860, optimized catalog, nothing works, erratic masking behavior, makes LR unusable EXCEPT when I just use my regular mouse.

Terribly frustrating.

[uncleoat]

Thanks for sharing, maybe someone will investigate and fix this issue (I hope)

[bostonpaper]

Problem resolved.  It was not a hardware issue, did not need new tablet....just that with the latest LR update, LR lost the Wacom tablet registration (connection).  Adobe tech support had to go into my deepest LR settings (not ordinary Preferences) and manually register that I had a Wacom tablet.  All resolved, all so simple...except that I missed where and how the tech worked her magic.  After many minutes of tech intervention online, I "lost focus" and was not paying attention to how she got to where she was when she fixed it!

 Clearly a result of the update....and now Adobe is aware that this might be an issue.

[uncleoat]

Wow, thanks for letting me know! Is your support premium level or can I call/chat with them through Photography plan? 

[bostonpaper]

I have full Creative Cloud, regular subscription.  Not a corporate subscription.  I just called them, explained the problem and on the 4th tech call, that tech based on the earlier 3 calls was able to figure out that my Wacom device and drivers were not being properly recognized by LR.  She manually connected them and everything on the Wacom (pen and mouse) worked.  Previously, the pen was working intermittently with masking showing up as a problem, intermittently responsive and slow if at all, while the external Microsoft mouse was working fine with masking.  That was the tip-off, that the tablet with its pen (and mouse, for the 850) was not being seen reliably.  If that is your problem, explain it that way and they will be able to connect the Wacom to LR.

[uncleoat]

Thanks, I'll call Monday and share your tips. Tried to get it resolved via chat but was a waste of an hour.

[bostonpaper]

They have to have remote access to your system and then they can fix it in a minute or two.  I already went through the hours of troubleshooting on my own and the 3 prior Adobe tech remotes...to save you time!

[bostonpaper]

One more thing to be aware of, with the Wacom pen.  You may need to adjust the softness of the tip to Soft and the Tilt to High and then the pen will work much better.  I encountered that after the Adobe intervention, when choosing a mask option was still at time sluggish.  Making the pen behave better (!) fixed the problem....and may have been the problem from the outset.

A tip-off to that issue was that the mouse (external) worked perfectly to choose a mask....

[uncleoat]

Thanks for the additional info. I talked to them about 45 minutes, mentioning your convo and they accessed my system. It would not re-create the problem unfortunately, but I did mention having the same issue on a different  system here. He did know about your post, but had no way of knowing which tech you talked to). After putting me on hold a few times to talk to someone, the tech finally said there have been several others with the same issue and it may be a bug with the latest release. He was going to submit to the back end team and get back with me in 12-24 hours with a possible solution. If the issue returns before I talk to them, I'll try the pen settings you suggested.

Thanks again for following-up and additional help!

[bostonpaper]

And if they come up with other ideas, for the next time this might happen to me or to you, please share!  Remember, from kindergarten, sharing is caring. 🙂  I do think it is a bug, something to do with timing, and I have confidence in Adobe that they will fix it.  At least now with my pen adjusted it seems to work.  And the mouse as backup, but less ideal.

[uncleoat]

Adobe checked the issue and replied back with the following:

• As discussed we had an check about the Wacom issue in Lightroom classic and we do not see any Bug registered regarding the same. We recommend you to contact the Wacom manufacturer and get the drivers re installed and also get the latest version of drivers re installed and check if that works.

Unbelievable, since you were able to have someone actually repair the issue (which my tech was unable to do) and acknowledge it might be a bug. A case of one hand not knowing what the other is doing...

Since I've already done what they suggested above, I'll try the pen settings on both systems here. Maybe our other system will benefit since the issue is more common there.

[bostonpaper]

I've done a few more things - I was having unrelated issues with my 3 monitors on my GEForce RTX 3070 Ti card, with latest drivers, long story, and decided finally to run the Win 10 to 11 upgrade today.  The monitors-and-apps-moving-around issue has ceased, the flashing on wakeup has ceased....and LR seems to be a bit more dependable for the masking - click and something happens!  There are still some lags, here and there, and I tried turning off the Performance - Use GPU (the main checkbox) which either helped or didn't help - I am not sure.  It's currently on, and things are working fast enough.  Certainly adjusting the Wacom pen settings the other day did help.

If I can prove that the GPU on is a problem or if masking is still intermittently lagging, I will file a bug report....and you could as well.  Just Google 'file Adobe bug report' and you will get to the page...  There may be something going on that is interfering with performance at times given all the AI code now in the program for masking.  And they may need to work on it a bit.  At least I can get back to work....

[bostonpaper]

Upgrading to Windows 11 makes a very positive difference.  GPU on and masking works.

[uncleoat]

Good to know. I've held off upgrading to 11 as well but may go ahead on both machines.

Updated Nvidia driver, restarted and changed pen settings on other machine with older tablet. Works fine after a brief test - we have retouching to do on it tomorrow so we'll see.

[uncleoat]

I came across a 4 yr-old post about changing Windows Pen & Ink settings if pen lags for some functions:

I did not have the 3rd and 4th options checked, and when hovering over different history states with the pen I couldn't see visible changes in the document (the mouse worked fine). After turning them both on, the changes now update (and very close to speed of mouse). Masking has worked fine so far, so we'll see if this is a solution. BTW I have never had "Use Windows Ink" selected in the tablet properties:

[bostonpaper]

Thank you and I've done more testing here. I realized that I am on LR 13.4 and now on Win 11.  Wacom basically says that you can use or not use the Use Windows Ink setting....Wacom takes over effectively.  And I do wonder with it checked (which is the Wacom default) there might be conflicts but...

Beyond that, I tested 13.4 with Preferences:Performance GPU on Auto (as well as the other settings) and it did not seem to make a difference.  The mouse (any mouse) makes masking move fast, the pen has delays (lags in performance) under no particular circumstance, sometimes noticeable, sometimes not.

I am going now to file a bug report....this is real and variable and a bit annoying!  Still workable but just takes patience sometimes.

[bostonpaper]

Further testing and use shows that the pen timing lags are really minimal and occasional.  I did post a bug report, no response, and I am at this point not concerned and just going to proceed happily along.