DTU/DTH/DTK Troubleshooting Guide

1. Ideally the DTU should be connected directly to a USB port on the PC using both cables. If it is necessary to use a USB hub it should be an A/C powered one.

2. For the DTU 1141B it is advisory to connect the second USB plug to make sure the unit is receiving enough power.

3. Ensure the latest release of the Wacom tablet driver is installed from the Wacom Drivers support page

4. Ensure the latest release of the relevant video driver for the particular DTU model is installed as below.

DTU 1141B

For Windows 10 Anniversary Update version 1607 no graphics driver is needed.
For all other versions the DisplayLink driver for these devices is available here: DisplayLink driver download

The DisplayLink driver appears in Programs and Features as "DisplayLink Core Software". Older releases also show a second entry for "DisplayLink Graphics"

DTU 1031AX

Please download the UV-A8301 USB 2.0 Display Adapter. (Please note that the MAC driver supplied in the download file is not compatible with the 1031AX). Normally the MCT driver will update automatically to the latest version from the Internet if your PC is connected to it. The 1031AX MCT driver will appear in "Programs and Features" on your PC as "Trigger External Graphics Family...." - see the screenshot at the bottom of this page

5. Reboot the PC after installing any of the above drivers

6. Check that the DTU appears as a "Wacom Tablet" under Human Interface Devices in Device Manager. In most versions of Windows it should also appear as a USB Display Adapter as below

On Windows 10 Anniversary Update version 1607 it will appear under Display Adapters and also under Human Interface Devices as shown below.

7. Check that the DTU is recognised by Windows as a monitor in the Windows Screen Resolution dialog

8. Once the relevant drivers are installed please check that the "Wacom Professional Service" service is running in Windows Services - if not then uninstall and reinstall the driver and check again.

9. For the DisplayLink driver there should also be a Windows Service called "DisplayLinkManager" and this should also be running. If not start it manually. If it doesn't start automatically at the next reboot try uninstalling and re-installing the DisplayLink driver.

10. For the DTU-1031AX the Wacom Professional Service should be running but there is no graphics driver service as such. You should however find a new purple icon in your system tray. Please see the "Programs and Features" screenshot below for an illustration of what the icon looks like.

11. From the Wacom Desktop Center, under "Backup Settings" select "Reset settings" under "Local backup".

12. Calibrate the pen using the Wacom Tablet Control Panel which should appear in your Start menu as "Wacom Tablet Properties" (this is not normally required but if your pen is out of line that it may help).

13. After completing the above tasks, if the signature capture window fails to appear or appears but does not ink then proceed as follows:

    • Uninstall and reinstall the tablet driver
    • If this fails then run the capture analyser test tool. If you can't find this in your list of programs then the executable is called "FlCaptureAnalyser.exe" and can be found in either:

 C:\Program Files (x86)\Common Files\WacomGSS 
or 
 C:\Program Files\Common Files\WacomGSS

If you haven't installed the SDK (perhaps because you have sign pro PDF instead) please download the analyser from the Capture Analyser download link on our Test signature capture page.
After starting the capture analyser please select the "Test Capture" option under the Service menu and then select "wintab".
Save the output in a text file and send it to us as an attachment on a support ticket. Support tickets can be created by clicking the "Initial Support Request" button on our Support Page.
We will endeavour to respond within one business day.
Please note that you will need to register on the Developer Relations site first via the "Login" link if you haven't already done so.

14. If none of the above actions resolves the problem then it will probably be necessary to enable driver logging and send the log files via a support ticket.

"Programs and Features" showing the Trigger Family video driver and Wacom tablet driver: