"No Signal" "Power Saving"

Luíss Felipe

started a topic 8 months ago

Quando tento ligar a mesa digitalizadora, o touch na caneta, funciona perfeitamente, o computador atende às ordens dadas pela mesa digitalizadora, porém, o Kamvas pro 12, ao tentar liga-la, é apresentado uma luz vermelha no botão de On/ Off, e duas mensagens, "No Signal" em seguida "Power Saving" aparecem na tela da mesa, em seguida, ela fica preta por inteira, como posso resolver para que a imagem apareça na tela da mesa digitalizadora? Grato, Luís!

M

Martha Vanegas
said 8 months ago

I am having the same problem, customer service is terrible, no response whatsoever!! I want to return this product, but nobody responds to my multiple service tickets. Any suggestiosn?
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Orliza Amodia
said 8 months ago
Oi Luíss Felipe, sinto muito saber sobre o seu problema de "sem sinal". Por favor, tente os seguintes passos:
1. Desconecte e conecte os cabos de volta.
2. Certifique-se de que as extremidades Micro USB e HDMI do seu cabo 3 em 1 estejam conectadas com segurança ao computador, conforme visto na imagem abaixo:
3. Se você tiver acesso a outro computador, tente conectar seu tablet a outro computador e verifique se você ainda encontra um erro "sem sinal".
4. Certifique-se de que a porta HDMI do seu computador está funcionando bem. Você pode testá-lo conectando outro dispositivo de exibição ao seu computador.
5. Se você estiver usando uma área de trabalho com uma placa de vídeo dedicada, certifique-se de que a extremidade HDMI do seu cabo 3 em 1 esteja conectada à placa de vídeo do seu desktop e não à placa-mãe.
6. Se você estiver usando um adaptador, tente mudar o adaptador.
7. Ao se conectar a uma porta USB-C no computador, certifique-se de que a porta USB-C do seu computador possa lidar com transferências de dados e conexão de exibição. Esses tipos de portas USB-C têm qualquer um desses logotipos ao lado dele:
Se as etapas acima mencionadas não resolverem o seu problema, é possível que o seu cabo 3 em 1 esteja com defeito. Envie as seguintes informações para service@huion.com:
- Número de série (encontrado na parte de trás do seu tablet)
- Número do pedido de compra
- Link onde você comprou seu tablet
- Um vídeo que claramente captura seu problema. Este vídeo é necessário para a solicitação de substituição. Você pode enviá-lo através do WeTransfer ou enviá-lo para o Dropbox ou Google Drive. Se você carregá-lo, certifique-se de remover as restrições para que qualquer um que tenha o link possa visualizá-lo.
Atenciosamente
Suporte ao cliente HUION

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Hi Luíss Felipe, I'm sorry to know about your "no signal" issue. Please try the following steps:
1. Unplug and securely plug the cables back in.
2. Make sure that the Micro USB and HDMI ends of your 3-in-1 cable are securely connected to your computer as seen in the image below:
3. If you have access to another computer, try connecting your tablet to another computer and check if you still encounter a "no signal" error.
4. Make sure that your computer's HDMI port is working well. You can test it by connecting another display device to your computer.
5. If you are using a desktop with a dedicated video card, please make sure that the HDMI end of your 3-in-1 cable is connected to your desktop's video card and not to the motherboard.
6. If you are using an adapter, please try changing your adapter.
7. When connecting to a USB-C port on your computer, make sure that your computer's USB-C port can handle both data transfers and display connection. These types of USB-C ports have either of these logos beside it:
If the above-mentioned steps do not resolve your issue, it is possible that your 3-in-1 cable is defective. Kindly send the following information to service@huion.com:
- Serial number (found at the back of your tablet)
- Purchase order number
- Link where you purchased your tablet
- A video that clearly captures your issue. This video is necessary for the replacement request. You can send it through WeTransfer or upload it to Dropbox or Google Drive. If you upload it, please make sure to remove the restrictions so anyone who has the link will be able to view it.
Best Regards,
HUION Customer Support
O

Orliza Amodia
said 8 months ago

Hi Martha Vanegas, I'm sorry to know that you are not satisfied with our services. Rest assured we will continue to find ways to further improve our services.

We have merged your tickets so there won't be any confusion on which ticket you will have to reply to and we've left one ticket open. We have replied to your tickets as well and will continue to further assist you from there.

Please note though that our operation hours is between 9:00 AM - 12:00 PM and 2:00 PM - 6:00 PM (China Standard time), Mondays to Fridays. No operations during weekends and Chinese holidays.

Best Regards,
HUION Customer Support
S

Sam Racine B.
said 7 months ago

Hi, Ive been encountering the same problem with my tablet and the customer service is totally useless. Im trying to use it with my MacBook Pro 2016 and there seems to be no solution whatsoever. I asked the company for help but they made me buy a new cable because they shipped a broken one. The new one doesn't work either.
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Orliza Amodia
said 7 months ago
Hi Sam Racine B., I'm sorry to know that the replacement cable did not resolve your issue.

All of our products come with a 1-year warranty provided that it was purchased from authorized online and offline platforms. (NOTE: Man-made damages are not covered with the warranty)

I've read through your ticket history and sad to say, we can only handle the shipping fee if the purchase was made within 30-days. Since the purchase was made more than 30-days from when the issue was reported, we can no longer handle the shipping fee; only the replacement item itself. Thus, the amount paid was for the shipping fee and not for the item itself.

Since you have the same issue with the new cable, may you please try the following steps, if you haven't done it before:
1. Please check if your laptop's HDMI port is working fine by connecting another display screen to it.
2. Instead of connecting the red USB-A end of the 3-in-1 cable to your laptop, please connect it directly to a power outlet using a 5-volt power adapter. (Usually used on mobile phone chargers.)
3. Insert the 3-in-1 cable to the upper USB-C port on your tablet as seen below:
Please let me know if the steps provided above do not resolve your issue so I can create a ticket for you and we can further check if the issue is with your tablet itself.

Best Regards,
HUION Customer Support