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Windows 7: Something in Win 7 blocking Wacom Pro tablet driver from working

14 Dec 2014   #1
Tanyuu

Microsoft Windows 7 Home Premium 64-bit 7601 Multiprocessor Free Service Pack 1
 
 
Something in Win 7 blocking Wacom Pro tablet driver from working

I received a new large Wacom Pro last week, and since then, my life has been hell trying to get it to work.

Something specific to my Windows 7 machine is blocking the computer's ability to detect the tablet's driver, causing it to work erratically, be detected as a HID mouse, have no button detection, and have no pen sensitivity whatsoever.

I've uninstalled and reinstalled the drivers off the Wacom website several times and even replaced my Wacom Pro, but after getting it to work with no problems on other machines (after getting rid of KB3004394 on them, which confused the issue I was having), I've narrowed it down to this computer specifically.

I've tried different USB ports to no avail. My dinky little wacom Bamboo Pen installs right back in just fine on the same USB ports, so it can't be a USB hardware issue. The drivers that I download and the drivers Windows 7 downloads seem to be okay, and are probably why my tablet works at all.

This is what I think the problem is: something in Win 7 seems to be blocking the driver in the USB connection itself. This is due to me getting the error 'THE TABLET DRIVER WAS NOT FOUND' when I try to go into Wacom Tablet Properties. I've got no way beyond that to troubleshoot the problem, however.

Possible suspects:

- Around 11/12, my computer decided it was not genuine. I can't remember what I did that finally got rid of this error, but I think the Check Disk OS scanner that can be accessed through the disk properties menu. Updates resumed on 11/25 and everything seems okay aside from an occasional BSOD that I've never been able to troubleshoot.

- A windows update. I'm very sure now that it's not kb3004394, as that's already off my system. I don't know how to narrow down what update could be causing this error, though.

- A critical error deep within my build of Windows 7.

Wacom tech support is about ready to wash their hands of me and tell me it's something to do with Windows, not them, and I'm not sure what's going on or what to do.

Let me know what additional information I can provide. I've updated my profile with more information about my setup.


My System SpecsSystem Spec
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18 Dec 2014   #2
FerchogtX

Microsoft Windows 7 Home Premium SP1 64-bit Build 7600 / Microsoft Windows XP Professional SP3
 
 

Sounds weird... Looks like new drivers for USB devices are not a) installed correctly or b) installed, but windows cannot find them.

Have you tried uninstalling the Bamboo Pen drivers, this drivers, and then reinstalling the new drivers? Sometimes that tends to fix this kind of issues. If this doesn't do the trick for you, revert to an old restore point before 11/12, then try to install drivers. That BSOD is not normal... maybe reverting to the old restore point can fix both your tablet issues and the BSOD itself...

Hope this helps
My System SpecsSystem Spec
19 Dec 2014   #3
BobZolto

Windows 7 Home Premium
 
 

My Intuos 4 has the same problem. I want to upgrade to a Pro, but won't if I can't install it. Wacom support told me it was a Windows update that causes the driver to be unrecognized and told me the fi x was to create a new user and install the driver there. This got the tablet to work, but it only works for that user. For my main user, where I have all the apps I use the tablet with, the tablet will not load any of the tablet preferences. Does anyone now what update caused this problem and whether I can uninstall that update?
My System SpecsSystem Spec
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19 Dec 2014   #4
Tanyuu

Microsoft Windows 7 Home Premium 64-bit 7601 Multiprocessor Free Service Pack 1
 
 

BobZolto- I know the recent KB3004394 update messed up installing my wacom tablet on another computer, but that resolved as soon as I uninstalled the update. I'll try doing another account and see if that resolves things. Tried it, but got the same results.

FerchogtX- Unfortunately, I tried uninstalling all the drivers and reinstalling them several times. I haven't gotten the BSOD in a while now, so I think it may have been related to something else. As for restoring before 11/12, I'm not sure if I can without undoing a lot of changes I've made since then.

Since making this post I've called Wacom directly, and they thought it was a problem to do with my setup of Windows 7. One thing we did discover is that a service called 'TabletServiceWacom' is refusing to start up. When I try to manually start it through services.msc, it says:

'Windows could not start the TabletServiceWacom service on Local Computer.

Error 2: The system cannot find the file specified.
'

I went to Windows' website, and they said they'd troubleshoot the problem (after I managed to convince them it was not a third party problem), but only after I paid $99 for their time and service (which I can understand somewhat). I'm considering it, but I want to exhaust all my other options first.
My System SpecsSystem Spec
19 Dec 2014   #5
BobZolto

Windows 7 Home Premium
 
 

I don't have that update on my list. ON another thread I saw that MS sent out a fix to remove the update, although that update isn't listed either. Do I understand that once you removed KB3004394 you were able to install the Wacom driver? For what tablet did you have then, before the new Pro? And did that table work?
My System SpecsSystem Spec
19 Dec 2014   #6
Tanyuu

Microsoft Windows 7 Home Premium 64-bit 7601 Multiprocessor Free Service Pack 1
 
 

Quote   Quote: Originally Posted by BobZolto View Post
I don't have that update on my list. ON another thread I saw that MS sent out a fix to remove the update, although that update isn't listed either. Do I understand that once you removed KB3004394 you were able to install the Wacom driver? For what tablet did you have then, before the new Pro? And did that table work?
The computer I uninstalled KB3004394 on still had that update active, as I hadn't updated it since then. Once I uninstalled it, Wacom Pro worked just fine. Unfortunately, that's the family computer, so it's not feasible to be doing my digital work on that one and really, if it works on one computer, it should work on my computer too.

The tablet that does work on my main computer is my small Bamboo Pen (once I install the drivers for it), whether I plug it into a hub or directly into the USB slots in the back.
My System SpecsSystem Spec
19 Dec 2014   #7
BobZolto

Windows 7 Home Premium
 
 

I wonder if the problem is the Intuos 4 driver and does not affect the Pro. I loath to upgrade to a Pro if it won't install. I will ask Wacom about that, but their support isn't the greatest.
My System SpecsSystem Spec
21 Dec 2014   #8
Tanyuu

Microsoft Windows 7 Home Premium 64-bit 7601 Multiprocessor Free Service Pack 1
 
 

I managed to get my wacom tablet to work, so I'll talk about it here in case someone else runs into the same problem.

After uninstalling all the drivers, I found a stray file in my Windows/system32 folder that was lingering around called Wacom_tablet.dat. Once I removed it and reinstalled my drivers, everything worked.

Thanks for putting up with me and offering your support, guys. I was going out of my mind over all this!
My System SpecsSystem Spec
22 Dec 2014   #9
FerchogtX

Microsoft Windows 7 Home Premium SP1 64-bit Build 7600 / Microsoft Windows XP Professional SP3
 
 

Glad to hear that, even if I wasn't too much of help, but you sorted that out and that's what counts.
On a side note, what a mess with that particular update!!!
My System SpecsSystem Spec
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