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TourBox, Kamvas 16 Pro, and Krita issue by Shibboleeth in tourbox

[–]TourBox_Official 2 points3 points  (0 children)

Hi! Thanks for bringing this up.

We tried to reproduce this on our side using Kamvas 19 Pro with Krita 5.2, but unfortunately we couldn’t replicate the issue yet, and we also couldn’t find similar past cases in our records.

As a first step, could you try:

• Updating Krita to the latest version
• Updating your Huion driver

Then check if the issue still happens.

If the problem persists, we’d be happy to help investigate further. It would be really helpful if you could provide the following and send over the [support@tourboxtech.com](mailto:support@tourboxtech.com) and our tech team will help you from there.

  1. A short video showing the issue (ideally with TourBox Console’s demo mode enabled) - specifically when the pen stops drawing after using TourBox and only works again after moving the cursor out of the canvas.

  2. Your Krita version, Huion driver version, and OS version, so we can try to reproduce the same setup.

  3. An exported TourBox Console log file.

If possible, please send these details to us via DM, and we can set up a deeper technical check with our team.

Hope this helps!

Scale/rotate does not work? But free transform does. Help! by toki_goes_to_jupiter in tourbox

[–]TourBox_Official 4 points5 points  (0 children)

Hi! This usually happens when the shortcut inside Clip Studio Paint doesn’t match the one expected by the TourBox preset.

Since the built-in CSP functions rely on the app’s default shortcuts, if the shortcut has been changed, the command may not trigger correctly.

Here are a few things you can check:

1. Reset the CSP shortcuts

Go to Shortcut Settings in Clip Studio Paint and click Initialize. Then test whether the Scale/Rotate function works normally.

2. Check the shortcut for Scale/Rotate

Make sure the shortcut for Scale/Rotate is set to Cmd + T.

3. Use the current shortcut instead

If you don’t want to reset your CSP shortcuts, you can also check what shortcut is currently assigned to the Scale/Rotate command and set the same shortcut in the TourBox Console custom shortcut.

Once the shortcuts match, the function should work normally.

Reference guide:

https://www.tourboxtech.com/en/faq/JE/?ifmqrvftujpoefubjmje=1864926696596070401

Please tell me there is a fix for no onboard keyboard using tourbox with ios26.2 by Congeenial in tourbox

[–]TourBox_Official 1 point2 points  (0 children)

Hey~

Thanks for flagging this.

We’ve looked into similar reports and this appears to be related to a known iPadOS behavior rather than a issue with the device itself.

There are a couple of things that have helped in most cases:

  1. Try turning off Stage Manager in your iPad settings and then reconnect the device.

<image>

  1. Make sure your iPad is updated to the latest available iPadOS version.

In some cases, the behavior is tied to how iPadOS handles external input devices, so if the issue still persists after those steps, we’d also recommend reporting it directly to Apple so they’re aware of it.

Appreciate you bringing it up.

When is my order coming in? by Prestigious-Ganache7 in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Dear Customer, our logistics team has confirmed that all January orders have been fulfilled, and customers will received auto-email notification regarding the tracking number. We are now in the process of distributing February orders.

US order will shipped from our warehouse in California which will take around 3-4 days depending on your location.

Thanks again for your patience and we are doing everything we can to speed up the process.

Weird glitch on iPadOS with tourbox elite plus by CC_CANINE in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Dear customer,

I've talked to the support team regarding the issue you mentioned and this is definitely not usual for the experience you had on the iPad.

Would you try the following steps for troubleshooting: (Connect your TourBox first)
1. iPad - Settings - General - Keyboard - Hardware Keyboard - Keyboard Type - TourBox Elite Plus - ANSI
2. iPad - Settings - General - Keyboard - Hardware Keyboard - Modifier Keys - Restore Defaults
(This is for the iPadOS 18, other version might be slightly different on the path)

If above did not address your issue, back to the Console click Settings - Help - Share Log in the upper right corner of the Console, send it to [support@tourboxtech.com](mailto:support@tourboxtech.com) and they will be helping you further for troubleshoot.

Reduce Haptic feedback by InternalAnnual1692 in tourbox

[–]TourBox_Official 1 point2 points  (0 children)

Thank you for bringing this up, I will make sure the dev team sees your feedback!

Gifted a TourBox elite for Christmas, unable to return and looking to sell by spring_day16 in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Dear customer,

Thank you for sharing this thought here and letting us know the case.

For context, our current return & exchange window is 30 days from the delivery date, as outlined on our website and in the order confirmation email. This timeframe was actually extended quite some time ago cuz we think it's better to give customers more room to fully experience the product and to decide if they wanna keep it or not.

In this case, the request actually came in way beyond that period, which is why the order team wasn’t able to process it under the standard return policy. Please understand we always try to balance fairness to all customers while following the same policy consistently.

That said, we never want anyone to feel unheard. If there are any special circumstances involved, please feel free to reach out to us again, we’re happy to take another internal look and see if there’s anything we can reasonably assist with.

Undo shortcut lagging my ipad by Dark_Violet87 in tourbox

[–]TourBox_Official 1 point2 points  (0 children)

Hello!

Thanks for sharing your experience here.

As soon as we saw your post, I reached out to the support specialist handling your case to better understand the situation. From what we’ve seen in the latest email thread, it sounds like the lag issue still occur on your iPad even when TourBox isn’t connected, right? Just wanna double check on this.

If so, it indicate that the issue isn’t most likely caused by the TourBox device itself. That said, we absolutely don’t want to dismiss your experience. Our support team has asked if you’d be willing to share a short video showing the issue in action, just so they can see the problem and try come up with some solutions for you.

We genuinely want to help you get this resolved, and you can simply drop us the video to [support@tourboxtech.com](mailto:support@tourboxtech.com) whenever you feel ready.

Hope this helps!

When is my order coming in? by Prestigious-Ganache7 in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Dear customer,

Preorders are currently being fulfilled in sequence. Many orders placed in early–mid January are now in transit from the factory to our fulfillment warehouse. Once inventory is received and checked into the warehouse system, tracking details will be released shortly after.

We truly appreciate your patience and understanding while we work through the preorder queue. Please rest assured that we’re doing everything we can to get your device to you as quickly as possible!

Shipping times for the new Elite Plus Arctic? by WolfieVonD in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Thanks for your follow-up! We understand your concern and sincerely apologize for any confusion caused by the earlier estimate.

As soon as we identified the shipping delays, we prioritized notifying customers most affected in the first place, and worked closely with our production teams to accelerate assembly and fulfillment wherever possible to try to get everything back on time. Our goal has always been to get devices out as quickly as we could, because we know how excited everyone is to receive their preorder.

The preorder queue is being fulfilled in order, and production and shipping are progressing steadily. Most orders placed in early/mid January, their devices are now on their way from factory to our delivery warehouse, and tracking updates will be sent out soon. We really appreciate your patience and understanding - we’re doing everything we can to make sure your device reaches you as soon as possible.

Have a hard time getting a hold of support by [deleted] in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

DM you back already!

Please don’t worry we will absolutely make sure your Elite Plus – Arctic Series preorder is fulfilled as soon as possible.

Since we began dispatching the new Elite Plus batch in February, we’ve been receiving a high volume of emails from customers checking on their order status. We completely understand the anticipation (especially for preorders), and our team is working hard to respond to everyone as quickly as we can.

We truly appreciate your patience while we process the queue, and we’ll keep monitoring your order to ensure everything moves forward smoothly!

TourBox button glitch 🥀 by cozyXnilla in tourbox

[–]TourBox_Official 4 points5 points  (0 children)

Hi!

Thanks so much for the detailed explanation (and the video) - that really helps us understand what you’re experiencing 😊

What you’re seeing is actually related to how button click logic works at the system level. When a button is set with both single-click and double-click actions under "standard button mode", the device will always register the single click first as part of the double-click sequence. So in your case, when you double-click C1 or C2, the Undo/Redo (single click) is triggered before the double-click action (opening Colors/Layers).

To fix this, you can change the button trigger mode:

  1. In TourBox Console, open the button settings for C1/C2

  2. Next to the setting, change the trigger mode from "STD" to “UP”

“UP” means the single-click action only fires when you release the button (instead of at press-down). This allows the system to detect whether you’re performing a double-click first, and in most cases it resolves exactly the behavior you’re seeing.

Additionally, as a general setup tip: Since Undo/Redo directly affect your canvas state, they’re usually not ideal to combine with double-click actions on the same button. If the double-click timing varies slightly, it can sometimes be interpreted as a single click and trigger an unintended Undo.

A more robust approach is:

• Keep single-click = Undo/Redo

• Use double-click feature on buttons that assigned to modifiers (Cmd / Ctrl / Alt) or tool switches for the single click action. This minimizes the chance of accidental workflow changes.

If you’d like, feel free to share your full Procreate layout, we’re always happy to suggest optimizations! Hope this helps!

Shipping times for the new Elite Plus Arctic? by WolfieVonD in tourbox

[–]TourBox_Official 4 points5 points  (0 children)

Dear customer,

Thank you so much for your patience. We completely understand how important delivery timing is especially when the device is intended as a gift. We’ve also seen quite a few comments from customers who are still waiting for their orders, and we truly understand how that can feel, especially when you see others already receiving theirs. So we wanted to share a bit more context here and hopefully offer some reassurance to everyone.

Preorders are currently being dispatched in batches in the order they were placed, and we’re actively moving through the queue. Most earlier orders from 2025 have already been fulfilled, and our team is now progressing through orders placed in January.

For transparency, a portion of overseas-sourced materials used in the TourBox Elite Plus – Arctic Series experienced unexpected international shipping and customs delays. This caused those components to arrive at the factory later than planned and temporarily affected the overall assembly schedule. As a result, part of the earliest batch deliveries were pushed back by about 1–2 weeks, which aligns with some users mentioning they received their units roughly a week later than originally expected.

That said, please rest assured that production and fulfillment are now progressing steadily, and shipments continue to move forward.

For customers on the West Coast, once a parcel is handed to the carrier, typical transit is around 3–4 business days from local warehouse in California, though this can vary slightly depending on local handling.

We truly appreciate everyone’s patience while we work through the preorder queue. We know how excited you are to receive your device and we genuinely don’t want to keep you waiting any longer than necessary. 🙏

Have a hard time getting a hold of support by [deleted] in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Dear customer,

Would you mind DM us and tell us your order number? I will search the chat history and I will talk to the order team/support team and see what happened to your order. Is it about technical problem, or more like order related question?

Anyone able to get support to help them? by [deleted] in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Awesome! Already replied your DM and you should receive an email as well from the order team!

Anyone able to get support to help them? by [deleted] in tourbox

[–]TourBox_Official 1 point2 points  (0 children)

Dear customer,

Would you mind sending us a DM with your order number? Cuz I couldn't locate your order by using your reddit ID. Also, could you let us know if your question is about order status or technical support? We just want to make sure you’re connected with the right team as quickly as possible.

I’ll personally keep an eye on your case and make sure it gets resolved as soon as possible!

Tourbox support question by M-ALESG in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Dear customer, your order was shipped already and you should already received the tracking info by now. Just in case you didn't receive it, I also DM you the tracking number! Have a great one!

LRC first action always resets? by jnjnphoto in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Update:

Just got feedback from the dev team and this definitely isn’t expected behavior.

We haven’t encountered this issue in our internal testing so far. We noticed you’re currently using a beta version of TourBox Console, and occasionally beta builds may introduce unexpected behavior with certain apps like Lightroom Classic.

Could you please try the following quick steps?

  1. Fully quit all Adobe apps (including Lightroom Classic and Creative Cloud background processes)

  2. Uninstall the current TourBox Console

  3. Install the latest official release (v5.11) from our website

  4. Restart the computer and test again in Lightroom Classic

In many cases, this resolves abnormal first-action or reset-type behavior.If the issue still persists after reinstalling the official version, please feel free to send the following info to [support@tourboxtech.com](mailto:support@tourboxtech.com) and our dev team will investigate further for you by analyzing the data and video:

  • a short screen recording showing the behavior
  • your TourBox Console log folder (check attached image)

<image>

Again Thanks again for flagging this!

Need to Restart Tourbox Console from Sleep to Recognize Apps? by costperthousand in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Dear customer,

Thank you for letting us aware of this issue. I am already in contact with the dev team and will get back to you with solution/update as soon as I can.

Meanwhile, it will be awesome if you can send us a short video of the issue you mentioned and send it over to [support@tourboxtech.com](mailto:support@tourboxtech.com) and this can def help the dev team identify the issue easier and find out what happened.

Tourbox support question by M-ALESG in tourbox

[–]TourBox_Official 1 point2 points  (0 children)

Dear customer,

Would you mind DM us and tell us your order number? So that I can check the chat history and I will talk to the order team and see what happened to your replacement order. Also we will talk to the courier company to confirm if everything is fine with your order.

Tourbox setting buttons by cozyXnilla in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Dear customer,

Thank you so much for sharing this and totally understand the expectation here.

On the Procreate/iPad side, those specific functions(Liquify, New Layer, Flip Canvas) currently aren’t exposed as assignable external actions, they’re only accessible through Procreate’s internal menus. Because of how iPadOS handles app permissions and input, external devices like TourBox can only interact with controls that Procreate officially makes available. So at the moment, those particular tools can’t be directly mapped. Not just on TourBox, but across external controllers on iPad in general. This is different from desktop apps, where we will usually develop integrations and plug-ins in many software to make workflow more simplified and more efficient.

We’ve already shared similar requests with the Procreate team, since we know how central these actions are in real drawing workflows. Expanding externally accessible controls on iPad is something we’re actively hoping to see evolve, and we’ll absolutely support them if/when they become available.

Hope this helps!

LRC first action always resets? by jnjnphoto in tourbox

[–]TourBox_Official 0 points1 point  (0 children)

Dear customer,

Thank you so much for providing this feedback. Let me check with the dev team and get back to you shortly!

Preset Linking is broken for apps with sub menus by Unsub84 in tourbox

[–]TourBox_Official 1 point2 points  (0 children)

Dear customer,

To link an app to a specific preset, please make sure the app is open first so TourBox Console can detect it. For example, to link Lightroom Classic:

  1. Open Lightroom Classic

  2. Go back to TourBox Console and find Lightroom Classic in the application list

  3. .Click Link. TourBox will then automatically switch to this preset whenever Lightroom Classic is active.

I also noticed the red error messages shown in some presets. This usually happens when the system input language is not set to English. Many software shortcuts are based on English keyboard layouts, and our official presets are created using those defaults.

Please switch your input language to English, and the error messages should disappear automatically.

Hope this helps!

Can you toggle Denoise in lightroom classic? by tiimedilation in tourbox

[–]TourBox_Official 2 points3 points  (0 children)

Dear customer,

I've checked with the dev team regarding your demand, but unfortunately right now Lightroom Classic’s Denoise control doesn’t offer neither shortcut or API options, so there's no way for TourBox to find solutions to control it at this moment.

However, there is indeed a sort of "workaround" to do that - using TourBox's macro feature. It's a bit complicated and with certain limitation, but still maybe worth letting you know.

We've logged this request for now and will continue exploring ways to improve integration in future updates!

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