Wacom Cintiq Companion 2 Discussion Thread

Discussion in 'Artists' started by whazzup, Jan 6, 2015.

  1. Jayjapanb

    Jayjapanb Pen Pal - Newbie

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    Could be a corrupted driver issue. When I was looking into fixing battery saver for my Surface Pro updating the battery driver helped. Also I think I remember bumping into people with plugged in not charging where it was also fixed by the driver.
    I had the issue on my old CC2 and it just went away within the day and never happened again. Good luck!
     
  2. Inkcredulous

    Inkcredulous Pen Pal - Newbie

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    Wacom Cintiq Companion not charging

    I bought my Wacom Cintiq companion in 2015… Just barely 3 years ago, and it has had very minimal use. I didn’t get into digital drawing the way I had hoped to, so it basically got used as a spare laptop for a few minutes in the morning, a couple days a week. Virtually no wear and tear. Then about a month ago it stopped charging when plugged in. I tried everything but within a week the unit went from the red light of doom, to dead... no light, no power. After googling it and reading countless reports of the same issue, a solder break or bad wiring in the power supply jack, and seeing that Wacom was forced to deal with it, I contacted them to see what could be done. The support guy asked me to describe the problem in detail, and insisted that it wasn’t necessarily “that issue“ (which they’ve had to cover for an extended 3 year period) and that it could be software or any number of other things. Without having determined any definite cause for the issue, he sent a follow-up email saying he would “need to set up a non-warranty repair on this product. The repair cost is $885 US.” This is without even knowing for sure what the issue is! And he said I would have to pay for shipping to Wacom.

    So, to review, three years ago I bought a new Wacom Cintiq Companion for just over $2000 Cdn, and now, due to a problem inherent in these units, they want me to pay more than half the price of the unit again (about $1100 Cnd) to fix whatever may be wrong with it. So essentially, I now have a $2000 doorstop.

    Except that I took the suggestion of one of the other commenters on these forums, went to a local electronics shop a few blocks away that does microsoldering repairs on cell phones tablets etc., and they fixed it for $50 bucks. CDN.

    I leave it to anyone out there to try to figure out how Wacom justifies demanding a mind-boggling $1000 bucks upfront for a repair job they haven’t even seen but they really know is their fault. My take-away is Wacom does not stand behind their products. This experience has completely destroyed my faith in Wacom.
     
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  3. Jayjapanb

    Jayjapanb Pen Pal - Newbie

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    FYI this is the CC2 thread, which doesn't exhibit the same charging issue (IIRC?)
    That said, yeah, that's crap. They should fix it because it is a known issue. $885US is also crap.
    They fixed my 24HD for $300USD, including shipping they organised both ways. And that thing weighs 30kg and is freaking giant.

    $885USD is insane. I sold my 512gb 16gb ram Cintiq Companion 2 for $100 less than that.
    Their service reports are so patchy...
     
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  4. Steve S

    Steve S Pen Pro - Senior Member Super Moderator

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    <<...went to a local electronics shop...and they fixed it for $50 bucks...>>

    ...What did they repair? The AC adapter or the Cintiq Companion?
     
  5. rirawin

    rirawin Scribbler - Standard Member

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    Most likely the port on the CC. Its the weakest point of the equation.

    This is why I never buy Wacom computers anymore, with the exception of the hybrid because its just too banged up to sell.

    Had a CC, CC2, and mobilestudio all have been utter letdowns.
     
  6. Drawingbreath

    Drawingbreath Pen Pal - Newbie

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    Just bought a 2nd hand CC2. My initial excitement at the good condition and completeness of the package (all cables and accessories present), I realised that the power cable didn't charge the battery. It seems to work fine when the power is in. Turning Windows off and letting the battery get some charge without the driver issues doesn't help either.

    I've tried the Uninstall and reinstall trick using the Device Manager with the battery driver and multiple restarts. No dice.

    When looking in the Wacom Desktop Center, the battery indicator goes from 0% to 100% and back down to 0%. Windows battery indicator stays at 0% all the time though. Something is clearly not right at a software level, but this could be down to a battery circuit needing pulling or replacing.

    Does anyone have any experience with solving this fault that doesn't require a teardown or sending to Wacom? If I was to open it or find a local repair service, what should I tell them to look for?

    If I had to hazard a guess I would say the battery has been left flat for too long.
     
    Last edited: Oct 1, 2019
  7. Steve S

    Steve S Pen Pro - Senior Member Super Moderator

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    <<...If I had to hazard a guess I would say the battery has been left flat for too long...>>

    @Drawingbreath : Sorry to say that I think you are correct. If a Li-Ion battery pack is left to fully discharge, there is a high liklihood that one or more of the individual cells will die; once that happens, the battery controller will shut down the pack for safety reasons. It sounds like that's what's happened. In addition, the battery indicator jumping between 0% and 100% is another indirect indication that the battery pack is at end-of-life.

    At this point your options would be to use the CC2 with AC adapter power or have the CC2 battery pack replaced...

    Good luck.
     
  8. Drawingbreath

    Drawingbreath Pen Pal - Newbie

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    Thanks,

    It does appear to be a battery drain issue and the protection circuit kicking in. The 2nd hand tablet I have is near immaculate and looks like it was bought, played with briefly and then boxed back up years ago. The solution to this is either an outright battery replacement or trying to jump start the battery, trickling a voltage into it. Not sure I like the feeling of having an unpredictable faulty battery that is like a ticking bomb inside my Cintiq though.

    There is one other issue that has come to light. There is a false touch-screen press registering on the right hand side, lower down, right on the edge of the screen. You can see the touch taking place (because Windows has that circular visual effect appear). If you rub the area the touch deregisters, but it keeps occurring at random intervals.

    I don't think it's been dropped, because there is no visual damage to the case, but this is acting like a cable that has become unseated partially. For now I've just turned off the touch screen and I'm using the pen instead like an old Cintiq.

    I think it's becoming likely this device is going to need a service and I'm either going to crack it open, try a local repair service or I risk sending it to Wacom for a huge bill.
     
  9. Drawingbreath

    Drawingbreath Pen Pal - Newbie

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    Just to add some detail. Wacom finally got back in touch with me and the price for replacing the battery is €135 plus VAT (at 20% in the UK) and shipping. The €135 includes shipping back to me, which is something. I suppose I need to work out if it's worth about £160 for a battery feature I may only use occasionally. It's mainly nice to have so pulling the plug doesn't kill the work I'm doing.
     
  10. DennisP

    DennisP Pen Pal - Newbie

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    Hey guys, my daughter is in college at a local art school and we just picked her up a Cintiq Companion 2. It is configured with Windows 10, an i7-5557u processor, 8gb ram and a 256gb SSD.

    I can already see going with a better wifi card as the one built in is only 2.4GHz, as well as upgrading to 16GB of RAM and maybe a 512GB SSD drive.

    But, for the moment I am still doing updates to Windows 10 v1903.

    The big reason for the post here is I noticed that when we plug in her main laptop (Alienware 17R3) via the 2-in-1 cable you have to have the CC2 on and booted, press the power button for 2 seconds which I assume is a sleep mode trigger. At that point it goes into "desktop mode" also referred to as "hybrid mode" and she can use the tablet as a second display (just like her main desktops Cintiq 22HD).

    Now, I have read that there was some sort of "Companion 2 Hybrid Update Utility" that was supposed to fix the switching to "desktop mode" anytime the cable was plugged in. In researching the Wacom site, it is VERY obvious they really only care to offer support to the latest and greatest generation of products, since you can't find near anything in regards to the CC2.

    Does someone have this utility, and does it work for restoring "desktop mode" switching under Windows 10?

    If not, does anyone know of a BIOS update or some other way of getting this mode to work properly?

    My daughter was hoping to be able to use the CC2 in "desktop mode" via battery with her laptop under photoshop (since her laptop is much more powerful than the CC2) and that way she would be most productive during downtime between classes at school.

    I just did the update from v1803 to v1903 and will see if that made a difference with the latest Wacom drivers (6.3.36-1), but I have a funny feeling it probably will not.

    Edit: I did finish the updates and no, it will not switch automatically still. I did set "sleep" mode via power button while under battery power or plugged in, which allows it to go into "Desktop Mode" when you hold the power button for 2 seconds while plugged in or under battery use, which will allow her to do what she needs to, but I was still hoping to make it work "properly" with just plugging the cable in.

    Thanks,

    Dennis
     
    Last edited: Oct 7, 2019
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