Pen Configuration & Troubleshooting

Please note: This FAQ section is designed for system integrators or system administrators that are deploying Wacom tablets across their enterprise.

Ensure that the pen operates separately from the system cursor

Normally it is not possible for two users to operate separately on the same Windows session because this requires two system cursors and Windows does not allow this.
In addition Windows can only accept user input from the application or window which has the current system focus (selected by means of the cursor) and it is not possible for two applications or windows to have focus at the same time.

One way of getting round this problem is to configure the DTU for use in what is called "STU mode" - this means that it will only work with pre-specified applications which are definable on the Wacom tablet control panel.

In this scenario the PC operator would start the relevant application when ready and move it to the DTU - then the DTU user would be able to operate it with the pen.
For further details please see the DTU Operating Modes guide.
In conjunction with STU mode you can also use CXO_SYSTEM within your Wintab application to prevent the cursor from moving with the pen.
Alternatively there is a registry setting called SyncCursor which can be used with the Signature SDK or sign pro PDF to achieve the same end (during signature capture).
For further details on SyncCursor please see the Signature SDK API reference manual which is provided in the "documentation" folder of the Signature SDK download file (available from https://developer.wacom.com/en-us/developer-dashboard/downloads).

Please note however that STU mode does not allow concurrent input on the PC monitor and the DTU - its primary purpose is to prevent the DTU operator from taking over the system cursor except in pre-specified applications.

An alternative solution would be to write a Wintab application which allows the pen to operate independently of the mouse and keyboard by creating a dummy cursor for the pen.

The following two programs which show examples of this:

These samples illustrate the basic principle - further programming work would be required to create an application suitable for local requirements.

Inking is out of line with the pen

Problem

When signing on a DTU (or other Wacom device which extends the Windows desktop) the ink is not in line with the pen

Solution

If the inking is only a few millimetres away from the point of the pen then you probably need to calibrate your Wacom device via the Wacom Tablet Properties control panel.

If the inking is significantly further away, maybe even off the signature capture window, then the normal remedy is to remove user preferences.
This is done via the Wacom Desktop Center which you can find by searching via your Start menu.
When it appears click on Backup settings on the left, and then "Reset settings" (ringed in red below) and wait till it finishes.

If neither of the above works please see also the Pen Gap FAQ

preferences

Operating modes provided for controlling how the pen affects the system cursor

Please note that the driver version (6.3.36-1) used in this FAQ for the installation commands is the latest available at the time of writing, i.e. August 2019.
This version number should be replaced with whichever version you are using.

There are two operating modes for the Wacom Business Solution displays such as the DTU 1141, DTU 1031X and DTH 1152. These are:

  • DTU mode
  • STU mode

DTU mode is the normal tablet usage. The tablet pen works on the DTU display and moves the cursor; the tablet buttons can be programmed from the tablet control panel as normal.
STU mode is so-named because it mimics the behavior of the smaller Wacom STU signature tablets (with LCD display).

In "STU mode" the pen can only be used within Wintab apps, or within apps that are added through the tablet control panel "+" button as shown below.
Additionally, STU mode disables the pen from moving the system cursor.

properties

Prior to driver release 6.3.17-3 it was necessary to run some scripts to set up STU mode (and those scripts are still shipped with the driver).
From 6.3.17-3 on, however, you can install the driver for STU mode using the installer option: /custom STU_MODE

The installer executable, setup.exe, is part of the download driver which must be unzipped (replace .exe with .zip).

SCRIPTED SET-UP

A script could set up STU mode in one of two ways:

  1. Download installer, 6.3.36-1.exe, replace .exe with .zip, unzip, execute Scripts\SetSTUMode.cmd in the unzipped folder.
  2. Download installer, 6.3.36-1.exe, replace .exe with .zip, unzip, execute setup.exe /custom STU_MODE in the unzipped folder.

Note that executing setup.exe without the command-line option installs the driver normally (reverts back to DTU mode). There is also a SetDTUMode.cmd script to do the same thing.

MANUAL SET-UP

To set up STU mode manually, you can either set it up at the time of installing the driver or you can do so later.

To configure STU mode at time of installation
  1. Download the driver
  2. Rename the driver installer from WacomTablet_6.3.36-1.exe to WacomTablet_6.3.36-1.zip
  3. Extract the resulting zip file to a location of your choice
  4. Start a command prompt with Admin privileges
  5. Locate setup.exe in the extracted folder
  6. Run: setup.exe /custom STU_MODE
  7. Reboot
To configure STU mode after driver installation
  1. Rename the original driver installer from WacomTablet_6.3.36-1.exe to WacomTablet_6.3.36-1.zip
  2. Extract the resulting zip file to a location of your choice
  3. Start a command prompt with Admin privileges
  4. Go to the Scripts directory in the extracted folder
  5. Run: SetSTUMode.cmd
  6. Reboot when instructed
  7. After rebooting remove user preferences

Note that executing setup.exe without the command-line option installs the driver normally (reverts back to DTU mode). There is also a SetDTUMode.cmd script to do the same thing.

For further information please see also the DTU Operating Modes Guide

Pen does not work properly

Various factors can affect the operation of the pen - please check the following:

  • Ensure you have installed the DisplayLink or MCT driver as appropriate.
     

  • Check Device Manager to make sure that the DTU appears in the list of connected devices - if not try reinstalling the Wacom driver and rebooting.
     

  • Make sure the tablet USB is directly connected to a USB port in the back of the machine (a port on the mainboard) and not through a hub or other USB extension.
     

  • In BIOS settings make sure that the options "boot from USB stick" and "USB legacy support" are turned off.  
     

  • Try to move the tablet away from other electrical devices - sometimes proximity can cause interference resulting in pen jitter.
    If you see jitter effects try moving the tablet around to see if that has an influence on the issue.
    If this remedies the situation then either maintain that distance or use some shielding.
    Although it is not possible to give a definite rule for the correct distance to avoid interference we would recommend at least 30cm where multiple tablets are being used.
     

  • Check Windows power management settings for USB as follows:

    • In Device Manager go to USB -> Root/Hub -> Properties -> Advanced -> Power management
    • Disable the option for Windows to turn off devices in order to save power.
    • If not Windows may disconnect or reduce the USB power and the tablet will then work as mouse only and the pen won't control the system cursor.  
       

  • Connection considerations to ensure adequate power (insufficient power can result in intermittent pen response):

    • Ensure that the tablet is plugged directly into a USB port on the PC and not into a USB hub.
    • Connect the auxiliary USB cable on the DTU to a separate USB port on the PC to increase power availability to the DTU

Pen gap (offset) problems

There are a number of factors which may cause a gap between the pen's position and the inking.
Please see the list of possible resolutions below.

  1. Try recalibrating the pen using the standard calibration utility available on the Wacom Control Panel.
     

  2. Reset settings via the "Backup settings" tab on the Wacom Desktop Center (this is a separate tool and is not the same as the Wacom Tablet Properties control panel), then recalibrate the pen just to make sure.
     

  3. If using a DTU, DTH or DTK tablet check that you are running it at its native resolution, i.e. the maximum which Windows will allow.
     

  4. Make sure that you haven't changed any Windows options to Change the Size of Text (see also number 10 below).
     

  5. Make sure that you have installed the latest release of the Wacom Tablet Driver or the Wacom Feel Driver if you are capturing the signature from a touch-screen laptop or tablet PC.
     

  6. Check that you are running the latest release of the Signature SDK as available under "For signature" at https://developer.wacom.com/developer-dashboard/downloads
     

  7. Uninstall the Wacom tablet driver, reboot, re-install the driver and then reboot again.

    The rebooting is very important. Try repeating this whole process if there is no improvement the first time.
     

  8. Try the following registry settings (but do not use them both at the same time):

    wtMapDigitizer (REG_DWORD): try setting to 0  
    wtCintiq (REG_SZ): use \\.\DISPLAY1 for a tablet PC.
    For a connected display tablet such as a DTU please see our Display Number FAQ
     
    These registry values should be placed in the correct location depending on system configuration:

    • 32-bit applications on 32-bit Windows, or 64-bit applications on 64-bit Windows: [HKEY_LOCAL_MACHINE\SOFTWARE\Florentis\sd]
    • 32-bit applications on 64-bit Windows: [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Florentis\sd]
       

  9. Check for the existence of the following files in C:\Windows\System32:

    • Wacomtabletdefaults.xml
    • Wacom_tablet.dat

    If they exist and your system does not require all users to have the same calibration settings then please move, rename or delete them as appropriate.
    Then remove your user preferences and recalibrate the pen.
     

  10. Particularly if you are using the high resolution DTU 1141 check the DPI settings for your display as follows:

    • Right-click on Desktop and select "Screen Resolution"
    • Select the display (e.g. DTU-1141)
    • Click on "Make text and other items larger or smaller"
    • Move the pointer to the left-most (smallest) position
    • Click "Apply"
       

  11. If none of the above work and you are using a tablet PC then use tabletpc; wintab as your CaptureService registry setting.

    This is detailed in section 7.1 of the Signature SDK API reference manual provided with the SDK download.
     

  12. If you are experiencing pen jitter or intermittent response rather than a consistently-sized pen gap then please also see Pen does not work properly

Pen writes on the PC monitor instead of the tablet

If the pen's cursor is mapped to the wrong display try the following:

  1. Remove your tablet preferences with the tablet attached. You can remove preferences using the Wacom Preference File Utility which is installed with the driver.
     
  2. Change the monitor selection in the Calibration tab of the Wacom Tablet Properties.

Prevent the calibration prompt

Please note that with the latest releases of the Wacom Tablet Driver the calibration reminder has been removed.
This is because manual calibration is no longer needed except for customers who need to perform fine work on older tablets.
If your system is prompting your users for calibration (perhaps because you are using an older release of the tablet driver) then please use one of the solutions provided on the System-wide implementation FAQ

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