Dell Canvas not compatible with office windows 10

Hi, 

Can you advise if the gesture issues you are seeing with OneNote are also seen in other Microsoft apps such as Word, Powerpoint Excel etc?

Looking at the conversation you stated the response of "teams works just fine" - do you have other users with the exact same configuration of the Dell Canvas and OneNote and the gestures work fine for them?

Alan

Allan,

Can you please send me your email address and I can forward you email logs between myself and wacom for dell's use in troubleshooting these issues.

Thank you,

Hello Allan,

My apologies on a late reply if you would like to message me direct, call or screenshare to resolve issues I am having with the dell canvas user experience this would be greatly be appreciated. I seek to have a quality user experience for a high end expensive product. The hardware has operated greatly but without software functioning it is nothing more than a very expensive standard monitor.

When using microsoft word, excel, and teams. Placing my finger vertically down the screen scrolls as would be expected. When using onenote the finger only controls the mouse control and requires two finger to scroll down the screen which is also pinch zoom creating a very ackward control. This is a coordiantion issue between Dell and Microsoft. I have contacted microsoft and they have stated this is a dell issue and they have no control over the issue.

I am also having issues with other wacom drivers using a Wacom Express key remote. The Dell canvas "Canvas Pen" driver is constantly failing. I understand Dell license the wacom pen technology from wacom and it seems there is development between Wacom and Dell that has yet to take place.

It seems I am the first I have found from the internet to be facing these issues and as I pursue new workflows at my workplace I have found new ways that the software is failing other than was tested for prior to release for sale to the public.

I am confident microsoft, dell and wacom can create products that allow for a user experience but as currently there is much work to be done. I am patient in working with dell products to make this happen.

Regards,

Thomas

Hi @tmar02468, 

As per my previous response, does the scrolling issue exist on all Microsoft applications, Word, Excel and Teams, or is it just related to OneNote?

For the Wacom express key remote, this digital artist has posted a video on Youtube regarding the compatibility between it and the Canvas 27. The video indicates that it works perfectly fine and there appears to be no conflict between the Wacom pen drivers licensed to Dell and those being used by the express key remote - https://www.youtube.com/watch?v=nv4TFKX6luY

He also goes into detail in the comments section addressing comments about using multiple Wacom devices on the same system. This leads me to believe that the the Wacom pen driver constantly failing is either an issue with the driver itself, or Windows - have you tried uninstalling the driver completely and then reinstalling it to see if it resolves the issue? 

What other issues are you seeing that we have missed from testing?

Alan

Can anyone tell me if the canvas works with a desktop or laptop ?? I am really lost here I am not tech savvy sorry...😒😒

Just wanted to know does the canvas works laptop or desktop?? Really confused because a P.C. Is a laptop and a desk top which one do I used ?? 

Hi Allan,

I sent you the email chain from wacom support in a private message. I have tried most everything. What I realized now works temporarily though is to reset the settings of the express key remote and then reload from a backup file. Sometimes though the buttons on the pen fail and so does the "canvas pen" app which these buttons fuctions are set.

It looks like in the video you had sent earlier that he had not used the two products together for long and this was just a test of compatibility, not driver stability. When I restart my computer the two work just fine but then the driver crashes ocassionaly, unable to open the program that controls it. I did see the comments about compatibility below the video but these are not same issues I am facing.

Other office programs with the exception of onenote scroll just as would normally on other touch tablets.

When I have the onscreen keyboard activated it will not open on the dell canvas screen. It opens only on the primary monitor. Is there a setting similar to android, and windows touchscren laptops where when you click a text box it automatically opens on screen keyboard?

I have had issues where the monitor will disconnet itself and restarting the computer fixes the issue.

Also have been having issues where the pen does not respond and cycling the power off and on resolves the issue.

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@Jerkyboy321 wrote:

Can anyone tell me if the canvas works with a desktop or laptop ?? I am really lost here I am not tech savvy sorry...😒😒

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Hi @Jerkyboy321, the Canvas is a specialised touch screen display, aimed at graphic artists, that pairs with a laptop or desktop system. More information can be found here - https://www.dell.com/en-us/work/shop/workstations-isv-certified-dell/dell-canvas-27/spd/dell-canvas-kv2718d/s001pdc27us

Alan

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@tmar02468 wrote:

Hi Allan,

I sent you the email chain from wacom support in a private message. I have tried most everything. What I realized now works temporarily though is to reset the settings of the express key remote and then reload from a backup file. Sometimes though the buttons on the pen fail and so does the "canvas pen" app which these buttons fuctions are set.

It looks like in the video you had sent earlier that he had not used the two products together for long and this was just a test of compatibility, not driver stability. When I restart my computer the two work just fine but then the driver crashes ocassionaly, unable to open the program that controls it. I did see the comments about compatibility below the video but these are not same issues I am facing.

Other office programs with the exception of onenote scroll just as would normally on other touch tablets.

When I have the onscreen keyboard activated it will not open on the dell canvas screen. It opens only on the primary monitor. Is there a setting similar to android, and windows touchscren laptops where when you click a text box it automatically opens on screen keyboard?

I have had issues where the monitor will disconnet itself and restarting the computer fixes the issue.

Also have been having issues where the pen does not respond and cycling the power off and on resolves the issue.

---

@tmar02468, 

There's alot going on here with your system so let me try and address each part in turn. Reading through all of those emails and the inability for Wacom's very thorough and detailed troubleshooting steps to resolve the issues, combined with failures being fixed by restarts, leads to be believe that there is no hardware issues here. I think it's OS and setup related.

Can you advise what kind of system you have the Canvas 27 connected to?
What OS are you running and what version is  it i.e Windows 10 1709 or 1803 ?

Wacom Key and Pen compatibility - I can't see a reason why the two of these shouldn't work together as per the steps Wacom have provided. I think it's your operating system that is causing the problems here.

OneNote not scrolling - as this issue is not seen in other applications, but Just OneNote, this is an issue with OneNote itself. The gestures that Dell use are generic and not application specific. Other users have encountered 2 finger scrolling issues with OneNote not functioning after an update was applied to OneNote. Ultimately, this not a Dell issue. Updates to OneNote have resolved the issue for users encountering similar gesture lead issues

Onscreen keyboard not opening correctly -this sounds like a basic calibration and setup issue. Your Canvas needs to be setup up correctly as the primary display for this feature to function correctly. The following video guides you through this - https://www.youtube.com/watch?v=ZiRFi4-1tos

 Is there a setting similar to android, and windows touchscren laptops where when you click a text box it automatically opens on screen keyboard? - I'm afraid I don't understand your question, can you give me an example of this?

Monitor disconnecting and restarting fixes it - this sounds like a problem with the usb drivers for the computer connected to it.

Pen not responding - there may be a fault with the pen here but again it could be a calibration issue as suggested above. As it fixes itself on system restart, i think it's Windows related.

I look forward to your reply.

Alan

Hi Allen,

I am running windows 10 pro version 1803, OS build 17134.165.

I was able to fix the on screen keyboard on correct screen. Had not seen the two calibration settings for pen and touch input as separate. Thanks for getting this to work! The on screenkeyboard activating when text entry is active is working as well.

Hi @tmar02468, 

That's great to hear. How is the pen stylus now after calibration, is it still having problems responding?

Alan

The issue with the "canvas pen" driver not working was only on several occasions and not the norm. I did notice the driver for this only failed after the Wacom Express Key remote driver failed as well. I will let you know if it fails again.

Thanks for supporting dell products.

@tmar02468, thanks for the update. It's good to hear that everything is now working on the system.

Alan

Hi Alan,

Noticing that the "Canvas Pen" program has failed again along with the ExpressKeyRemote drivers.

The error I received when opening the "Canvas Pen" program is "The tablet driver is not running".

Thank you,

Hi, 

This sounds like a generic error that can happen to all drivers.

As per the instructions on your email from Wacom, please try the following steps to restart the service -

On Windows Search, please type "Run".
Then, open the Run application.
Once the app is opened, type "Services.MSC" and click on "Run".
After that, double click on "Wacom Professional Services". That should open a new window.
Click on the button "Stop".
Go to the tab "Recovery" and on the 3 drop down menus, please select  "Restart service".
Below that, please type in "0" (zero) on the 2 spaces that you have there.
Then, click on "Apply" and go back to the "General" tab. Finally, Click on "Start" and "OK".

Alan