They wrote back to me and basically said it must be my system that's the problems and not the tablet since the tablet works fine for a while each time I use it. Even though I couldn't get it working on my gf's macbook at all, they want me to give them details about that thing so they can help me get it working on there, just so I can test it out to see if I run into the same problems once it's functional.
As for the USB power options that I changed to disable randomly shutting down USB devices, it doesn't seem to have worked, because I just used the tablet again and after about half an hour, the thing just stopped working.
Does anyone have any other suggestions? I'm not very hopeful about testing it on the macbook, first because it will take forever to troubleshoot those problems just so I can actually test the thing, and second, if it does work fine on there, I'd still be right back to my current problem, which is having to figure out why it isn't working on my pc.
wow, this sounds like wacom's support, which i experienced a few weeks ago. the difference is that the wacom cintiq costs waaaay more and in the end, paypal refunded my money.
since you have one year warrenty, i would suggest keeping on with the contact to the support. 7nikage has a great suggestion! in my experience, their support is more helpful than wacom's support. so try it! good luck to you!
Damn, so you weren't able to find a solution at all and had to return it? I guess the thought I've had running through my mind, which was, "If only I had more money, I could have purchased a more expensive and reliable product from a known brand and I wouldn't have these problems," doesn't make sense if getting a Cintiq could put me in the same situation. Did you end up getting a different tablet that works?
no, it definitely was a hardware problem, so no other driver, pen or laptop could solve it. and wacom's support (same language as mine) didn't help at all. they even refused to take the cintiq back. i had to make much pressure like threatening with "i'm going to take my money with other ways back", so they sent me a retoure bill. but in the end, paypal had to solve this problem.
i don't trust wacom anymore. spending more money doesn't mean you have a safe support at all.
the funny thing is, that now i have an XP pen artist 15.6 which works and before purchasing, i had a mail conversation with the support, just to check out how they are. and i find them reliable.
Thanks for this suggestion! It does seem USB related, because if the power stays on and I could just use the mouse and keep working, but the pen and buttons stop working, that would suggest data isn't going from the tablet to the pc anymore. I looked up the USB power options and disabled an option that selectively powers down USB devices. I'll try it out and see what happens and update this post accordingly.
Keep going along with what customer support suggests. I suggest not trying to move the conversation forward on your own by being like "But I've already done this and this and this" because that can often confuse or restart the whole conversation because they're ESL (English as a Second Language).
Instead, go along with everything that they suggest in order, each time confirming whether it fixes the problem or not. The fixes they suggest will of course be really basic for the first few emails, but eventually, they'll start suggesting fixes that you haven't tried, and if they don't have any ideas, they will most likely suggest that your product is defective and offer to switch it out for another one under the 1 year warranty.
The email exchanges will take quite a while (personally, I expect around 1 reply per weekday), but since you're already past the return window, I suggest taking the time to trudge through it.
Yeah, I'm definitely being polite and patient with them in the emails. It takes them a few days to reply, maybe 3 or 4, so I'm just getting impatient. What happened was, I ran into a particular problem when I first tried to use the tablet and was able to find the solution on my own, but then started having the disconnect problems. So in my first email, I mentioned having that initial trouble but that I solved it, and now have this new problem.
They responded and gave me a word document attached to the email that explained how to solve the first problem I already solved. I did it again anyway and told them it didn't make a difference. They responded and asked if I could follow the steps in the word document again.
I know the language barrier is tough on both sides, so I responded politely and tried to make it more clear that I did that already and told them I was open to any other suggestions. Hopefully they have a new suggestion in the next email, but hopefully the USB power saving settings I changed based on what pyrohmstr suggested did the trick. If it did I'm going to explode with relief and excitement, because this thing is really fun to use when it actually works.
Ah, that's quite a bit slower than I expected from their customer service. I guess I was overestimating XP-Pen support from my experiences with other companies like Huion/Ugee/Artisul/etc who replied to me on the very next business day consistently. Honestly, I think you might need to word your emails in a way that makes it obvious that you're dissatisfied with their service to try and get them to take you a bit more seriously because 3-4 business days per reply is quite pathetic.
I'm also interested to hear if disabling the USB Selective Sleep option in power management fixes your issue. I've heard that enabling/disabling it does absolutely nothing in Windows 10, but I'm interested to see if it changes anything in your Windows 7.