Wacom Remote doesn't respond?
Hey Guys I'm new to this forum so I hope this is the right way to do this. Also English isn't my first language so apologies for any mistakes:
I have a Wacom Cintiq 24 pro (DTK-2420, Driver 6.4.1-3) that got sent to me with its pencil, cables and remote in 2024. So it's not that old and with all its original accessoires. I'm using it with Windows 11 rn.
Two weeks ago the remote suddenly stopped working. I wanted to use the touch dual ring and nothing happend. The redo shortcut button still worked and you could switch between the three touch ring modes, the window where you can see which shortcut was associated with which light appeared too. But it didn't do anything when I tried to use it. This issue was resolved by the Wacom live chat support (I had to pull out the dongle, stick it into the Laptop, reset the Remote, unplug and then replug the dongle back in the Laptop).
But now this issue appeared again, this time nothing is working, not even the regular buttons. The only thing working is the white light that you can switch to indicate which Touch Ring Mode you are currently working with. Also the Remote disappeared from the Wacom Center, only the Cintiq itself, the Pencil and the radial menu are still there.
I tried resetting the remote, plugging the dongle into the Laptop, back into the Cintiq and leaving it out completely, I also connected the Remote to the Cintiq with its cable. Nothing is working. I spent hours in customer service and they don't seem to understand the issue, asked me for an invoice of my purchase and then ignored me sending it and asked me to replug the Remote in for a fifth time. Right now they don't respond at all anymore.
My Wacom isn't that old and as you all know buying it was a huge financial decision. I'm scared that the Remote already broke after two years.
Do you have any idea on how to fix this? I would gladly appreciate your help!!!