Ask QC software - pen not tresponding

Ferdinando Rihi

がトピックを開始しました 1年を越える前

My uncle give me his graphic tablet, GT-156. The tablet was working perfectly until my uncle decide to change with the bigger one. So the prior one is packed into the original package and he give it to me. Then a problem appear when i connect it to my pc, the pen isn't responding with the tablet - i thought it was the problem with my pc - but then i returned to my uncle, and connect to His pc, same thing happened. The pen is not working at all. We already did to install/uninstall driver, and still it doesn't work. The pen and tablet is never dropped or damaged. We are not sure if the problem is from the pen or the tablet itself, any help would be appreciated.

Thanks

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Ferdinando Rihi
はこう言いました： 1年を越える前

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Jessica Wen
はこう言いました： 1年を越える前

Hi Ferdinando, Please try the following steps:
With driver
When the driver connects, touch the pen on the board to see if the indicator on the board will be on.

Without drive(uninstall driver):
Method 1: whether the pen can move the cursor;
Method 2: whether the indicator light of the board will be on when pressing the key on the board;
Method 3: touch the pen on the board to see if the indicator on the board will be on.
If the above phenomenon is normal, the hardware problem can be eliminated.

If not, we will suggest you perform QC test, please inform what operating system of your computer is, is it Windows or Mac?

Best Regards,
HUION Customer Support
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Ferdinando Rihi
はこう言いました： 1年を越える前

Thanks for reply,

I do the test with and without driver installed:
#1 --> pen cannot move the cursor
#2 --> i don't know where the indicator light is, nothing lid
#3 --> same here, nothing lid
I try using diagnose on driver software, all express keys & slider seems working fine, but the pen still not functioning.
I don't know what is wrong here, and i'm not sure if QC software will help.

Here is my pc spec:

I attach video file with driver installed

mp4
WhatsApp Vid...
(10.7 MB)
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Jessica Wen
はこう言いました： 1年を越える前
Hi Ferdinando, Thank you for the video but the video did not show your pen when you tested pen button so we could not see if the parameter of pen button did not change when you press the pen button.

Kindly follow the steps below for the QC test:
1. Please exit from the Huion tablet driver and don't open the said driver. You can do this by right-clicking the Huion Tablet driver icon from the lower-right corner of your screen and clicking "Exit";
2. Install the Huion TabletQC tool which you can download from this link: Huion TabletQC Test
3. Check if the parameters on the left-hand side appear on the QC software. If you don't see the parameters, please unplug and plug your tablet back in until the parameters appear, or reopen the QC software again if needed.
4. Draw on the QC software. You can choose from the Menu at the top using your mouse to have pen pressure or use different colors as you draw.
5. Try pressing the pen's buttons and the express keys on the tablet (if your tablet has press keys). Test the touch bar or slider if your tablet has it, and/or use your pen to test your tablet's soft keys (if your tablet has it) and check if the parameters change as well.
6. Using a phone or other external camera devices, take a video as you perform all of the above-mentioned steps and send it to us (we recommend you send the video through WeTransfer or upload it to Dropbox or Google Drive and please grant permission to anyone who has a link to view it). Please don't use screen recording; it is important that we can clearly see both the tablet and the display screen as you perform the test. Please refer to the screenshot below on what to observe and what to do in the TabletQC software.
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Ferdinando Rihi
はこう言いました： 1年を越える前

Thank you for the software, i did all the test and still the pen isn't responding with the tablet. I found that lot of people having the same problem, but I can't found the solution for this. I hope the video is clear enough to give me solution for this problem.

I also sent reply on email with video attachment, thank you.
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Ferdinando Rihi
はこう言いました： 1年を越える前

I already bought a new pen, and the problem still exist - i buy the pen from Huion official distribution store in my country for fast shipment.

Here's the video with the new pen:

https://www.youtube.com/watch?v=Zquj3gDpZBQ
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Jessica Wen
はこう言いました： 1年を越える前

Hi Ferdinando, May I know the purchase order number of the new pen, we would like to check if you buy a correct model PW507 as we could not find your pen order on our system.

Best Regards,
HUION Customer Support
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Ferdinando Rihi
はこう言いました： 1年を越える前

Nevermind.. i just sent the unit to huion service centre

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