Knowledge Base and Forums/Knowledge Base/FAQs and Troubleshooters
85121 - Smartpen not recognized by Windows Livescribe Desktop
Brian Kaliher
posted this on August 13, 2011 00:32
$Keywords$
unrecognized,missing,won't recognize,not seen,not respondiong,not transferring,won't transfer,unresponsive
$Keywords$
Issue / Question
85121 - Why is my smartpen not recognized by the software when I run Windows Livescribe Desktop?
Solution / Answer
If your smartpen is being recognized by Windows Livescribe Desktop but your data is not transferring, please see 85300 - Smartpen not transferring all of notes and/audio or Livescribe Desktop is not synching notes with audio.
If your smartpen is not being recognized by Windows Livescribe Desktop, make sure you have the latest version of the smartpen firmware installed by referencing 28004 - Getting the smartpen firmware version.
When you connect your smartpen make sure the charging cable is plugged into a USB port directly on your computer, not a USB hub, docking station, keyboard, or monitor port.
The following are possible reasons your smartpen is not being recognized:
When the smartpen is connected to the USB charging cable a lightning bolt symbol will be displayed on the OLED. If there is not a lightning bolt please see 26018 - Smartpen connected but no lightning bolt on OLED.
If you are getting one of the errors above please see 85111 - Verifying Windows smartpen device driver installed.
To verify that PenComm is running:
1. Press Ctrl+Shift+Esc on your keyboard to start Task Manager.
2. Click the “Services” tab.
3. Click on the column heading “Name” to sort the services.
4. Scroll down to the P’s. You should see “PenCommService”. If you do not then please access 85910 - Turning on Windows PenComm Service manually.
This will not affect the data on your smartpen.
1. Press and hold the power button for 10+ seconds. Your smartpen will restart in a recording session and will turn off again.
2. Press the power button. Your smartpen will restart with the message “livescribe… Starting…” (Echo) / “livescribe… Starting…Checking filesystem” (Pulse).
If you have a Clickfree™ hard drive backup device, the ClickFreeBackup software could be interfering with the USB port your smartpen is using if the backup drive was not plugged into a USB port when a manual or scheduled backup started. If the Clickfree BackupLink application cannot find the backup drive, it will display a message “Clickfree is unavailable…” and will keep searching for the drive on each of the computer’s USB ports. This prevents our smartpen from using any of the available ports until the drive is found. To resolve this, plug in your Clickfree backup drive to allow the backup to start. Then undock and re-dock your smartpen and Livescribe Desktop will detect the smartpen and start transferring your data.
If you did not see the “Clickfree is unavailable…” message, the process may still be running even though you weren’t notified of a problem. To temporarily disable this process:
1. Press Ctrl+Shift+Esc on your keyboard.
2. Click the “Processes” tab.
3. Click on the column heading “Image Name” to sort the processes.
4. Scroll down to “sacreminder.exe” and click on it to select it.
5. Click the “End Process” button.
6. At the Task Manager Warning click “Yes”.
NOTE: The next time you run a backup the process will start again. In the future please be sure to have your Clickfree drive plugged in before starting the backup.
If CA’s “Internet Security Suite Plus” is running on your machine, a change to the network settings should resolve your issue. To do this:
1. Double-click the “CA Security Center” icon in the Task Bar.
2. Click on “MY INTERNET”.
3. Under “Did You Know?” on the right click on “View Settings”.
4. Under “What type of network are you currently connected to?” if “No Assigned Network” is selected then click the radio button next to “Home Network” and click “Apply” (this screen may not appear if you already have Home Network as the default).
If the steps above do not resolve your issue please let us know.
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