Wacom keep cutting while using on new Macbook Air 2020

I am having issues with my brand new Macbook Air 2020 (Catalina 10.15.5)  and a Wacom Intuos tablet (CTL-6100WL). I use it on Photoshop & Illustrator, I will be using the tablet and the pen will freeze mid-way through using it. The light will still be on the tablet, and it will still say it's connected but it's like it is no longer connected. The computer isn't frozen though, and I can still use my trackpad to move the mouse but there is no movement from the tablet/pen. I will then need to unplug everything and move ports or restart the computer to get it working again, and it will work for anything between 15mins - 2 hours before the same thing happening again. This is the timeline of events:


- Recieved a brand new Macbook Air 2020, and tried using with my older version of Wacom Inutos Pro but it cut out after a couple of hours of using, I then tried my even older Wacom Bamboo tablet and the same thing happened. I assumed it was because the Wacoms were too old for the new Mac, so I purchased a new Wacom Intuos 2018 with Bluetooth.

- When the new Wacom arrived the same thing happened with the new Macbook Air so I phoned Wacom for assistance. (I had already made sure all the security/privacy preferences were in order, and had tried deleting and re-installing the driver).  So we then tried:


- changing the login items in Users & Groups, to add Wacom

- running a clean uninstall, and then switching to a previous driver (6.3.38-3)

- tweaked operating system by resetting the NVRAM and PRAM and SMC

- then tried using the Wacom only on the internet and not on Photoshop/Illustrator (which it was always crashing on), but the same thing happened

- tried resetting photoshop preferences

- tried using it without connecting through the usb, and only through bluetooth


After all of these steps it would work for anytime between 15mins- 2 hours before cutting out again.

While doing all this I was using the new Wacom on someone elses Macbook Pro (2017, Catalina 10.15.4) , and it works absolutely fine. Which suggested it was a problem with the actual hardware of the computer. 


So I contacted Apple, and we tried:

- Re-installing the MacOs, also erasing the disk before re-installing

- Resetting the computer to factory settings


Neither of these worked, so Apple thought it could be hardware issue, so sent a new Macbook Air as a replacement. This arrived yesterday, and the same thing has happened - I was working on it for a few hours and it cut out. 


I am a bit lost of what to do next, as I don't know if it is a problem with the Wacom or the Mac or an incompatibility with the two. I am completely reliant on using the Wacom tablet for my job, and have spent a lot of money on buying both a brand new laptop and a new Wacom and still can't get any work done!

Any suggestions?

MacBook Air 13″, macOS 10.15

Posted on Jun 2, 2020 3:35 AM

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Jul 2, 2020 6:38 PM in response to astridwegu

I'm not sure, but I'm currently using a brand new Macbook Pro 2020 I got two weeks ago and have been in contact with both Apple Support and Wacom with no luck. It's entirely possible that both systems are just weirdly incompatible with each other and I just have to wait for Wacom to fix their software.


My tablet still works 100% fine on my old laptop (MacBook Pro 2013), its running on Mojave 10.14.6 with Wacom Driver v. 6.3.38-3 and at this point i've exhausted almost every solution both teams have provided me to the best of my ability.

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Wacom keep cutting while using on new Macbook Air 2020

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