解決済み

Kamvas pro 12 battery free pen is not working on my tablet

Maggie Rivera

がトピックを開始しました 3年を超える前

When I try to use my pen on the tablet it doesn't work the mouse still moves on the tablet and when the pen comes it doesn't replace it.

the pen is a non-battery pen that came with my tablet. I tried uninstalling and reinstalling the drive, I tried turning off my computer I couple of times and nothing works.

Can someone help?

Is there something wrong with the pen or the tablet and can I fix it ?

thanks for your time

Maggie

O

Orliza Amodia
はこう言いました： 3年を超える前
Hi Maggie Rivera, does the tablet driver show as "Device connected"? Please try the following:
1. Make sure that all ends of the 3-in-1 cable are connected.
2. Please try to connect the USB end of the cable to a different USB port.
3. If you are using a Mac computer, please make sure that all the necessary apps are on the whitelist. Please check this article: How to Install Huion Driver on MacOS. Whenever you need to uninstall your driver, please don't just drag it to your trash to uninstall it. Instead properly uninstall it by opening it and clicking on the gear icon on the top-right corner of the panel.
4. Make sure that your tablet is not connected to your computer as you install the tablet driver.
5. If your tablet driver is showing as "Device connected", then it means that your computer recognizes the tablet and we can check further if the issue is with your pen.
Please send an email to service@huion.com with the following information so we can test your device further:
- Purchase order number
- Link where you purchased your tablet
- Serial number (found at the back of your tablet)
- A video that clearly captures your issue. If your video is more than 20MB, please send it through WeTransfer or upload it to Dropbox or Google Drive and make sure that you remove the restrictions so anyone who has the link can view it.
Best Regards,
HUION Customer Support
M

Maggie Rivera
はこう言いました： 3年を超える前

hi
Yes my tablet is connected to the computer and all the ends of the cable are plugged in.
the screen works, the pen just doesn't connect to the tablet.
M

Maggie Rivera
はこう言いました： 3年を超える前

hi
yes my device shows connected onto my computer and everything works except that the pen doesn't connect .
O

Orliza Amodia
はこう言いました： 3年を超える前

Hi Maggie Rivera, thank you for your reply. Have you added the necessary apps to your white list? Also, may I know if you have properly uninstalled your tablet driver? Please check out this video on How to Install/Uninstall Huion V14 Driver on Mac OS (Video) starting at 0:41 seconds. Other users just drag tablet driver to the trash to uninstall it which is incorrect and will result to this problem.

If you have done the right thing of adding the right apps to your white list and properly uninstall the previously installed driver, it is possible that the issue is with your pen. Do you have access to a Windows computer? I would like to test it further to make our conclusions but it needs a Windows computer to do so. Please let me know so we can proceed.

Best Regards,
HUION Customer Support
M

Maggie Rivera
はこう言いました： 3年を超える前

hi
I watched the video and unistallled my current drive the way it showed and then reinstalled it and now it works.
So thank you so much, I really appreciate the help and the quick replies,
thanks again,
Maggie Rivera
O

Orliza Amodia
はこう言いました： 3年を超える前

Hi Maggie Rivera, I'm glad it works now. Enjoy!

Best Regards,
HUION Customer Support