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my tablet and pen isnt working (H420)(battery_powered pen)

I have the H420 tablet and pen for over 2 months now. But today the pen won't move the mouse cursor even though the tablet is connected.


I switched the pen battery and replaced the nib. It still the same. I also checked the tablet and nothing is broken. I don't know what to do at this point, can you help me?





2 people have this problem

Hi  Chai yn teo, thank you for posting your concern. Does the pen work without the tablet driver? When you say "switched the pen battery", do you mean you changed the battery with a new one? 


If the pen still does not work even with the new battery, new pen nib and without the driver, I will send a software to you through WeTransfer which you can test your tablet with. If the pen still won't work on that software, then your pen may be defective. If it works, then the issue is caused by other reasons. 


Kindly send the following to service@huiontablet.com so we can assist you further:

  • Product order number;
  • Product serial number (S/N), which can be found at the back of your unit;
  • Link where you purchased the item;
  • A video that clearly shows your issue (kindly send it through WeTransfer or upload to Google drive and grant permission to allow anyone with a link to view it).


Best Regards,

HUION Customer Support


1 person likes this

Kindly send the following to service@huiontablet.com so we can assist you further:


1.Product order number;       191118173071RBV


2.Product serial number (S/N),       97T01SH05077


3. Link where you purchased the item;      www.shoppee.com.my


4. A video that clearly shows your issue    https://drive.google.com/open?id=1643WKXm2lMzUNUOixUcRGhZfnhQN9snz

Hi Chai yn teo, thank you for your reply. I just have a few questions I would like to ask you.

  1. Have you tried using the tablet without the driver installed? Did the pen work?
  2. Does the tablet driver show "Device connected"?
  3. If the tablet driver shows "Device disconnected", kindly try using a different USB cable and try connecting it to a different USB port. Does it work?
  4. If you have access to another computer, can you please try to check if the tablet works on another computer?

Based on your answers to the questions above, we will know what next to be done.


Best Regards,

HUION Customer Support


1 person likes this

1. I tried, but it did not work.

2/3. Yes, it does.

4. I try using the tablet on my laptop. An ASUS Vivobook with Windows 10.

     It does not work.


extra : I open the software you sent through WeTransfer. the cursor didn't move when i use the pen.

                Should I buy new one?


https://drive.google.com/open?id=0B-FBtOP3X2kOMUFiWjk0S21MWnA1bVVsRDlqbVVPUFhtb2tR

     

Hi Chai yn teo, thank you for providing the requested information. After reviewing your answers, video and picture, we have confirmed that your pen is broken. Unfortunately, we could not pull up your order from the order number you've provided. May you please verify your order number and the link where you purchased your tablet? I would like to suggest that you purchase a new pen which you can purchase from this link: HUION Pen68 for H420 Tablet. If you need further assistance, please feel free to contact us through service@huiontablet.com.


Best Regards,

HUION Customer Support

I have the same problem with my h420. When I first got it (off of Amazon), it already had problems. If I were to power off my computer, the pen would not connect and I would need to uninstall and reinstall the driver for it to work again. Now, the pen doesn't work at all. I switched the battery and the nub, I rebooted my computer, I have never dropped it, and my computer says that the tablet is connected. It does not work without the driver either. I bought it off of Amazon one month ago so I am not sure if it is returnable. What should I do if this is the case?

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