Troubleshooting - Operating System

Troubleshooting - Operating System

If you encounter problems with your operating system while using your pen tablet, refer to the following table. For entries with multiple solutions, try them one at a time until you have solved your problem.

For additional information, go to Customer Support.

Mac: On startup:
  • A dialog tells you that the driver failed to load, or
  • The tablet preferences have not yet been created.

The tablet was not detected at startup.

If you are using a wireless connection:

  • Make sure the wireless connection is active.
  • From the Go menu, select Utilities and launch the System Profiler. Select USB from the Hardware section of the Contents list. A Wacom USB tablet model should be listed. If a tablet model is not listed, check the wireless connection.

If your tablet is connected to your computer with the provided USB cable:

  • Make sure the USB cable is securely connected to an active USB port on your computer or USB hub. Check to be sure that a tablet status LED is illuminated. If your tablet is plugged into a USB hub, make sure the hub is connected and active.
  • From the Go menu, select Utilities and launch the System Profiler. Select USB from the Hardware section of the Contents list. A Wacom USB tablet model should be listed. If a tablet model is not listed, check the USB tablet cable connection or try plugging the tablet into a different USB port.
  • If you are still having difficulties, uninstall and then reinstall the tablet driver. See Installing the driver and Uninstalling the driver.
  • If the problem persists, contact Wacom Technical Support.
Mac: Ink does not work correctly with the pen tablet.
  • There may be a problem with Ink preferences. Remove the preference files as follows; they will be re-created when you enable handwriting recognition.
  • Open System Preferences, choose Show All, and select Ink.
  • Turn off handwriting recognition.
  • From the Go menu, choose your Home. Open the Library and Preferences folders. Remove the following preferences:
    • com.apple.ink.framework.plist
    • com.apple.ink.inkpad.plist
    • com.apple.ink.inkpad.sketch
  • Go back to System Preferences and Ink, and enable handwriting recognition.
  • Test the Ink function using your pen tablet and pen.
  • If this procedure does not resolve your problem, contact Apple Support for further assistance. Wacom does not create Ink, and cannot support a third-party software application.