Solved

Pen not working

I bought a new tablet via amazon owned company through official Huion seller based on Saudi Arabia and 6 months on my tablet is unable to detect my pen consistently, I have linked the picture of my order information and vid clip to show the issue. I would like to know the process to to replace my product?, I have tried all software approach to fix the issue and it won't fix. I have tried updating my driver, uninstall and reinstall the driver, set the setting to default, calibrate my pen, tried using different device (as u can see on the vid clip) and nothing seems to work.it seems the issue is hardware as you will notice in the video clips attached below, my tablet doesn't read the pen properly. I don't know if this is the pen or the tablet which is causing the issue but i bought the product around 6 months ago and there is no physical damage to the product. I have tried changing the nib of the pen and that does't help either. Please let me know what to do as this is causing huge issue as it becomes frustrating that the tablet is being very inconsistency when am trying to make Videos for my youtube channel or doing my own personal work. as you will notice in the clips attached that the tablet sometimes read the pen and sometime does't and this inconsistency is becoming a headache. Please help me resolve this issue. I would be forever great full. I bought Hunion tablet instead of wacom on my friends recommendation and i really want this to work. https://youtu.be/6a2XOOr-Lwc

1 person has this problem
  • Hi ozman, we are sorry to know about your tablet issue and we appreciate that you have tried the basic troubleshooting steps. Thus, we will have to check on this further. Please reply to us in your ticket so we can test your tablet using our QC software.

    Best regards, 

    HUION Customer Support

  • Hola Bue día. Compré una tableta atraves de Amazon hace aproximadamente 9 meses(Kamvas Pro 12) Y hace algunas semanas me ha estado fallando la pluma digital ya que la tableta no me la reconoce en cierto tiempo y tengo que desconectar y volver a conectar el cable segido. Intente desinstalar los drivers para después volverlos a instalar o cambiar la puntilla pero el error sigue igual. Que otra opción puede haber para este error o es necesario que mande alguna evidencia?
  • Creo que el problema es con el hardware. Estoy en contacto con el asistente y espero que puedan solucionarlo lo antes posible. Espero que no tome meses.
  • what happened now? we have the same issue as well. Have you tried buying a new pen?


    1 person likes this
  • Yes am contacting the support here to claim my warranty and get the new pen but i just hope they can make the process quicker because my whole business is pending and i can't wait longer then 15 days. If it doesn't work i will buy a different brand because i just bought this 6 months ago and it would be a shame to loose something so quickly. What are you guys doing?.
  • Hola Fernando Castillo, ¿quieres decir que el controlador de la tableta muestra "dispositivo desconectado"?   Proporcionamos los siguientes métodos que pueden ayudar a resolver su problema:

    1. Asegúrese de que el cable USB está conectado de forma segura y que el puerto USB es funcional; 
    2. Cambiar a otro puerto USB 
    3. Intente usar otro equipo para ver si el problema persiste. 


    Una vez que sepamos más sobre el problema, crearemos un ticket para usted para que podamos investigar esto.


    Saludos

    Atención al cliente de HUION


    ------------------------

    Hi Fernando Castillo,  do you mean the tablet driver shows "device disconnected"?   We provide the methods below that may help resolve your issue: 

    1. Please make sure that the USB cable is connected securely, and the USB port is functional; 
    2. Change to another USB port 
    3. Try using another computer to see if the issue persists. 


    Once we know more about the issue, we will create a ticket for you so we can look into this.


    Best regards,
    HUION Customer Support


  • Hi ozman, we understand where you are coming from and we will do our best to resolve your issue as soon as we can. We will reply to the ticket and help you further.


    Best regards, 

    HUION Customer Support


    1 person likes this
  • Hi  Czarina Catherine Chavez ,  I understand where you are coming from and will do my best to help resolve your issue the soonest possible. I will further assist you through the ticket since I will have to request for some information from you. 


    May you also please try the following steps:

    1. Please make sure that the USB cable is connected securely, and the USB port is functional;
    2. Change to another USB cable or port;
    3. Try using another computer to see if the issue persists. 
    4. Re-install the latest driver 14.8.129.1220_beta (for Windows OS) or  14.4.5.200611 (for Mac OS)


    Please uninstall the driver you are using now, unplug the tablet, close all the drawing programs, and anti-virus software before installing the new driver. Then re-plug the tablet in. You can check out these articles to guide you through as well:


    Best regards, 

    HUION Customer Support

  • Buenas tardes, quiero saber como puedo reparar el lapicero, que no carga, sino es posible, como hago para comprar uno nuevo. Gracias

  • Hola Ilw-5@hotmail.com, lamento decirte que, debido a cómo están diseñados nuestros bolígrafos, es difícil abrirlo y si lo haces, existe un alto riesgo de dañar las partes internas. son delicados, lo que empeora el problema. Por lo tanto, no recomendamos reparar nuestros bolígrafos. Sin embargo, si su compra aún está dentro de nuestra garantía de 1 año, siempre puede enviar un correo electrónico a service@huion.com con la siguiente información para que podamos ayudarlo con el reemplazo de su pluma:

    • Número de serie (que se encuentra en la parte posterior de su tableta)
    • Número de orden de compra
    • Enlace donde compró su tableta
    • Enlace a su video que claramente captura su problema. Puede usar su teléfono siempre que podamos ver y comprender claramente su problema. Envíe el video a través de WeTransfer o cárguelo en Dropbox o Google Drive. Si lo sube, asegúrese de eliminar las restricciones para que cualquiera que tenga el enlace pueda verlo.


    Atentamente,

    Atención al cliente de HUION


    ------------------------------------------------------------------


    Hi Ilw-5@hotmail.com, I'm sorry to tell you that due to how our pens are designed, it is hard to open it and if you do get to open it, there's a high risk of damaging the internal parts which are delicate, making the issue worse than it is. Thus,  we do not recommend our pens to be repaired. However, if your purchase is still within our 1-year warranty, you can always send an email to service@huion.com with the following information so we can help you with your pen replacement:

    • Serial number (found at the back of your tablet)
    • Purchase order number
    • Link where you purchased your tablet
    • Link to your video that clearly captures your issue. You can just use your phone provided that we can clearly see and understand your issue. Please send the video through WeTransfer or upload it to Dropbox or Google Drive. If you do 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

  • Buenos días la tableta la compr+e hacen 2 años, la dificultad fue que dejé de utilizan el lapiz por un tiempo y ahora no carga, como puedo comprar uno nuevo. Gracias

  • Hola Ilw-5@hotmail.com, gracias por proporcionar su número de serie. Por motivos de privacidad, he eliminado su publicación que contenía su número de serie.


    Como su compra fue hace 2 años, me temo que su tableta ya no está cubierta por nuestra garantía. Lo bueno es que puede comprar un bolígrafo de repuesto desde este enlace: HUION Rechargeable Pen PEN80.


    Atentamente,

    Atención al cliente de HUION


    --------------------------------------------------------------------------------------


    Hi Ilw-5@hotmail.com, thank you for providing your serial number. For privacy purposes, I have deleted your post that contained your serial number. 


    Since your purchase was 2 years ago, I'm afraid that your tablet is no longer covered by our warranty. The good thing is, you can purchase a replacement pen from this link: HUION Rechargeable Pen PEN80.


    Best Regards,

    HUION Customer Support

  • Hola buen día.

    Y intente con los 3 métodos que me proporcionaron y aun sigue sin detectarme la pluma.Que otra solución puede haber? 

  • Hola Fernando Castillo, dado que su problema aún no se ha resuelto, intentemos probar su pluma con nuestro software de prueba de control de calidad. Envíe la siguiente información a service@huion.com:

    • Número de serie (que se encuentra en la parte posterior de su tableta)
    • Número de orden de compra
    • Enlace donde compró su tableta
    • Enlace a su video que claramente captura su problema. Puede usar su teléfono siempre que podamos ver y comprender claramente su problema. Envíe el video a través de WeTransfer o cárguelo en Dropbox o Google Drive. Si lo sube, asegúrese de eliminar las restricciones para que cualquiera que tenga el enlace pueda verlo.


    Atentamente,

    Atención al cliente de HUION


    ----------------------------------------------------------------------


    Hi Fernando Castillo, since your issue is still not resolved, let us try testing your pen using our QC test software. 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

    • Link to your video that clearly captures your issue. You can just use your phone provided that we can clearly see and understand your issue. Please send the video through WeTransfer or upload it to Dropbox or Google Drive. If you do 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

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