- Which operating systems do we get questions about?
- How much do first level agents need to know about Operating Systems?
We get questions about the following Operating Systems:
- *less common and/or limited support
Supported OS versions
As at August 2021, we support:
- Windows 7, Windows 8.1, Windows 10, Windows 11
- Note that Windows 8.0 and Windows are not supported
- macOS 10.13 High Sierra and above
- Android 6.0 or later is required for Wacom Intuos or Wacom One
- Google's Chrome OS 87 and later.
- there is no Wacom driver to install, compatibility is already built in to the OS
How to identify the OS version
- Open"winver" or >My Computer >Properties
- >Apple >About this Mac
- iOS/Android: >Settings >General/About
- For operating systems and versions you don't have in front of you, you can use:
- www.chasms.com acts as a 'virtual OS' you can use at your workstation to talk a customer through something you can't see, but is only in English.
- image search
- More detailed information can be found at the relevant website, primarily https://support.microsoft.com/ and https://www.apple.com/support
- the computers in the Lab
- The primary parts of the system that we use are as follows:
Windows macOS File manager: File Explorer (Win7: Windows Explorer, which is not IE!) Finder Main entry pointy to the system and apps: Task bar and Start menu Dock and Launchpad System Search: click Start and just type, or click into the search box then type cmd+spacebar, or magnifier at top Right calls up 'Spotlight Search' Primary drive *: C: Macintosh HD ** System Settings: Control Panel; Settings on Win10 has access to basics >Apple >System Preferences Apps are saved in: 'Program Files' and 'Program Files (x86)' folders 'Applications' folder App settings: Application Tools, Edit, or View menu Application name menu
- * Most customers will have this drive set as it is the default. If they have custom-built their system, they may have "partitioned" or otherwise re-defined the main drive, which can make installation and troubleshooting more difficult.
- ** To show Macintosh HD in the Finder sidebar if it is not there, open a Finder window, go to the Finder menu (on the menu bar) > Preferences > Sidebar, and tick "Hard disks". Macintosh HD will then show in the Finder sidebar under "Devices".
Differences between keyboard layouts
- Apart from the different language-specific layouts (QWERTY, AZERTY, QWERTZ etc.), there are differences between Windows and Mac keyboards.
- Modifier keys are those which only complete an action in combination with another key.
- The Command [cmd] key is the primary modifier key on a Mac, activating most of the functions which use 'ctrl' on a Windows keybaord such as Copy: 'ctrl+C' (Win), 'cmd+C' (Mac): [Wikipedia]
- The Option [alt] key "in a Mac operating system functions differently from the Alt key under ... Microsoft Windows." It is mostly used in combination with the Command key for keyboard shortcuts, or to type extra characters. [Wikipedia]
- The Control [ctrl] key is also different to Windows, and is just used for keyboard shortcuts or to call a context menu: [Wikipedia]
How to install and uninstall programs/applications
- Install: double-click the installer file (or just open it in the Microsoft Store or Mac App Store) and follow the steps
- Uninstall on Windows: >Control Panel >Apps and Features (Win7/8: Programs and Features)
- Uninstall on Mac: move standard Applications to Trash;
- the Wacom driver is not an application, so always use the Wacom Tablet Utility
How to take a screenshot
- pressing Windows + PrintScreen keys together, or possibly Windows + VolumeDown on a pen computer, which should allow you to save an image file
- press the PrintScreen key and paste into a program such as Paint. Use Alt+PrintScreen to capture the active window.
- use the Snipping Tool or Snip & Sketch app for more features, annotation etc.
- press the cmd+shift+3 keys together, which saves an image file of the whole screen to the desktop or downloads folder.
- cmd+shift+4 allows you to drag a capture box; press the spacebar when it is active to capture any window.
How to update the OS
- Windows Update
- >Apple >About this Mac >Update Software opens the Mac App Store and displays updates
How to set up multiple displays
How far do we go when troubleshooting operating systems?
You primarily only need to troubleshoot Wacom-specific issues, such as:
- Checking compatibility
- Finding and using Wacom drivers and software
- Uninstalling/reinstalling Wacom drivers and software
If you have a known solution to an operating system issue, you can send a link to an official support article from the Wacom Support site or Microsoft/Apple's website. This will include:
- Detecting Windows Ink issues such as Press & Hold to Right Click
- Detecting macOS security permissions issues
Pro tip: if you suspect an OS issue, warn the customer as early as possible that this is not a Wacom issue, so they may have to get support from their OS publisher. This way they will not be surprised if you cannot resolve it yourself.
If you cannot easily find the answer: escalate.
What "Quick fixes" are there to get straight to the problem?
- ring around the cursor / Unwanted ripple effects on Windows: turn off Windows Ink, but check they don't need pressure sensitivity
- unable to smoothly adjust sliders on Windows, e.g. in Adobe Lightroom: turn off Windows Ink
- can't click or select anything in Google Chrome browser: turn off Windows Ink for Chrome
- getting a yellow box on Mac: turn off Mac Ink
- unable to use the tablet to log in on a Mac: Driver only runs after login. Use Tab and Arrow keys, or use mouse.
- cannot click, driver not running, can't use touch gestures, get error messages etc. after updating driver or OS on a Mac: check macOS Permissions
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