Thanks Jeff,

I installed that earlier today and basically get the same results. The file sizes  are 0 KB, I see an image of the written notebook, but no pencast/audio (the ink on the notebooks is black, instead of the usual green/light green). 

Strange thing is, I can still replay the files directly from the pen... just nothing from my desktop. 

I have the same issue. I can also play my audio back through the pen but I am unable to upload. I also have a crackly sound coming from the computer while the pen is connected.

I am running Mac 10.7.3 and it also dig it on Snow Leopared 10. 6.

Do you have any suggestions?

So are we supposed to delete the pencasts on LD and reload them from the pen?

I have the exact same problem on my mac down to the different colors explained and the files saying 0KB but only being able to hear it from the pen. Also, its really random like some of them dont do it and others do? I just never know what audio will sync up. Downloaded all the updates Please help. 

Just wanted to repeat my post in the Empty Audio thread in this forum. This update didn't solve anything. I've had this problem since December and couldn't be more disappointed in a product that I should rely upon and appreciate.

For those of you who have posted here, have a look in LD and see if the problem pencasts have the correct information for the audio session in the "Notebook" section of the Audio Sessions database. For the 'corrupted' files I have, the audio is on the pen, the notes have been loaded onto the computer, but there is no information in the 'Notebook' section (which cannot be added manually). Does this mean the problem is that the pen failed to identify the notebook, and that is why the link between notes and audio is not working?

@Dan: you and me both!!

@Graham: yes, in the "sessions" view, the notebook field is blank and so is the "pages" info. Yet when I go to actually open up a particular notebook from the navigation pane on the left, my handwritten notes do appear in their proper locations but the "ink" is black (not green or light green). It does seem to be like the desktop sees 2 files, the notes and the audio, however can't put them together... so it just says the file is corrupt and won't play the audio. I really wish I could open the pen as I would an external drive and just drag/drop these audio files off. ~2 weeks worth of class lectures are in jail. Beginning to wish I just took notes on my laptop w/ the record feature in MSWord (which I have on my Mac).

Folks, just got off chat. The solution he gave me worked. Here it is:

Can you follow these instructions please :

To rename the data folder:

1. Plug your charging cable into a USB port directly on your computer, not into a USB port on a docking station, keyboard, Hub, or monitor.
2. If it is running shut down Livescribe Desktop by holding down the keyboard control key, clicking the Livescribe Desktop icon on the Dock, and selecting “Quit”.
3. If it is running shut down Livescribe Connect by holding down the keyboard control key, clicking the Livescribe Connect icon on the Dock, and selecting “Quit”.
4. Activate your “Finder” menu by clicking somewhere on an unused area of your desktop.
5. Lion Users:

Hold down the keyboard option key and from the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select Go > Library > Application Support.


Snow Leopard and Leopard Users:

From the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select Go > Home > Library > Application Support.

6. Click on the “Livescribe” folder located in “Application Support” and press “Return” on your keyboard.
7. Rename the “Livescribe” folder to something else (for example “Livescribe - Old”. This way you can keep the files as a backup in case you need to access them later).
8. Dock your smartpen.
9. Open Livescribe Desktop.
10. Name your smartpen and click the Name and Transfer button.

Good Luck

Jeff, I dont know what a remote is but heck I will take anything right now. I have a pending case )at level 3 whatever that means) and nothing seems to be working. I have 1.5 months of school lecture i need to review and havent been able to

Oh Jeff BTW I have tried everything from reinstalling the program 20 times to renaming the folder 50 times and nothing has worked. thanks

Jeff, 

Please contact me for a private remote about a file I have that is showing corrupted. I have downloaded the firmware update already.

Thanks

Jeff,

Same issue here.  Corrupt pencasts (0 bytes).  Found this thread, updated LD to the latest version.  Same issue.  Renamed folder (per directions above), Reconnected pen, selected name, now I get the corrupted msg AND no sessions transfer.  So LD has none of my sessions.  I'm assuming I can re-rename my Livescribe directory back but, really need to get my pencasts straightened out.  I rely on this and this isn't giving me any confidence that my important recordings are safe.  Please advise.

Thanks -Dave

Jeff...

I am now in the same situation as Dave Pinard mentioned above.  I have updated the software and re-saved the folder more than once.  Please help as soon as possible, I've got students (I'm a real estate instructor) and our sessions together are stuck on my pen.

Thanks.... J. Massey

Jeff, 

I have this same issue and have tried the trouble shooting offered. PLease contact me about the scheduled remote. Thanks

Sam

Jeff, Followed all the steps until home>library. My computer doesn't have that folder. Is there another way of finding it?

Christina

10.7.2

When i go choose home the list to pick form says...

Applications

Desktop

Documents

Downloads

Movies

Music

Pictures

Public 

Sites.

Is there another place to look for the library folder?

@christina.

It looks like you followed the directions for leopard instead of Lion.

Try this:

5. Lion Users:

Hold down the keyboard option key and from the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select Go > Library > Application Support.

You should be able to have the go menu dropped down and press the option key and the Libray option will show up on the dropped down list.  Apple started "hiding" the Library in Lion.

Hope this helps.

Jeff,

I did this "fix" and was able to get my pen up and running for all the files currently on it, plus the new recordings going forward. However, when my desktop software launches it does not show me a list of all of my old files/recordings/notebooks. How can I access my old info? 

I tried opening up the application support folder and simply clicking on the "old" file (the one I renamed) but that doesn't seem to do it. 

I am using mac OS Lion 10.7.2 / newest LD and updated pen firmware. 

I am having pretty much the same problems as everyone else. my Echo smart pen gives and error when trying to sync the replays... I tried the "fix" and it did not work at all it wont even sync the replays that it would before the fix. I renamed the folder back and it was like before but still have the same error with 2 of my replays. The pen plays them just fine but wont sync the audio files(0 bytes) it shows the duration of the audio file but it has no size, it also shows what notebook(s) it came from on one of the files but not the other.

PS I am very sure I did the "fix" process right, not sure why it will not work for me. 

Jeff,

I would be happy to send log files.

-Dave

Please help me too. Mac 10.6.8 and Livescribe pulse pen 2GB. My Livescribe desktop is 2.8.3 (58580) PenComm 2.6.19.0 . I need help asap to get the important info for my thesis and my upcoming classes. Thanks in advance.

Hi I tried to follow Graham's steps but it apparently was caused by adobe AIR. Please kindly arrange a remote appt for me, Jeff of Livescribe.

Hi I tried to follow Graham's steps but it apparently was caused by adobe AIR. Please kindly arrange a remote appt for me, Jeff of Livescribe.

Hi I tried to follow Graham's steps but it apparently was caused by adobe AIR. Please kindly arrange a remote appt for me, Jeff of Livescribe.

sorry for the unintentional spam cos my internet connection in my new home

seems to me that my problem is also similar to Harre when I tried to transfer from Mac to Windows in my effort to recover. Now apparently, my sound files are stuck in my pen and Mac. Pls help. 

seems that livescribe desktop for Mac does not have desktop report function ?

Sorry for the repost, but I didn't see an answer posted... this "fix" worked for my current pencasts, but my library (that I renamed as part of the above instructions) no longer appears in LD. How can I access my "old" pencasts? 

I have the same q as Matthew. How does one "switch back to the old data folder and export the notebooks"?

I followed the installation guide, and still when I load livescribe it can see my database (my pen obviously is not recognized as well).  I was under the impression that doing everything listed above would start me off with a clean database (although I would be able to recover the old).  Every time I uninstall it (according to the procedures specified), it's like there is a file it is still reading on my computer.  Any suggestions?

Jeff: i can rename folders and pull up old notebooks however LD has no option to "export" an entire notebook. The only export option is for one pencast at a time (I have ~20 archived notebooks, so a couple 100 individual pencasts). Even when I search the "help", nothing comes up for exporting a notebook.

For now, I can at least access the old files but I'd rather not have to keep naming/renaming the file folder. Any suggestions or KB article you can point me to?

This is the single time I relied entirely on my pulse pen.. and i get the corrupt file message for all recordings from 27th Feb to 5th March.. today's recording works... Please help me recover the older recordings.. Jeff <Livescribe> It would be great if you can sort this for me.

Thanks!

Hey Jeff.  Just looking to see if there are any updates (or an ETA) on this.  Anything else we can try or do to help?

On a separate note, I tried your suggestion of dragging my Notebook onto my "Mobile" connector.  Makes more sense than dragging them individually.  I am seeing the following status msg (and have for the last day or so).

Currently Processing The Livescribe server is still processing your pencast. Please check back soon. (Code 4)

Any suggestions?

Thanks -Dave

So I have a client with this exact issue but his problems are far worse. He has the corrupted audio error but has removed the files from the pen. How are we ever going to get these back ? I have just had the dreaded corrupt error as well.

I am quite disappointed in this product to say the least.

A work around I found is to use the Connect product to send your pages to your computer as a pdf file. The missing audio will be attached.

Cathy

I have the same problem.. this is the second time and i had to lose everything the first time to make it work. It happened again i hope i dont have to lose anything i cant afford to.

How can pen firmware fix an issue that seems to occur with a pencast that has already been transferred to the computer ? See screenshot. It seems that I can no longer trust LiveScribe to keep my recorded sessions safe. Is there any focus at all being placed on a proper fix for OSX users ?

Note how all the corrupt pencasts in the screenshot above are 0 bytes long ? What is going on here ? 

Hi Jeff, I have followed the instructions on this page, however in changing the name of the live scribe folder and then changing it back my sessions have disappeared from LD and I can see no way of exporting them in. The data is still on the pen and the note books are showing in LD but none of the usual tricks seem to be working. Could you possibly suggest anything?

Best

Ben.

Hi Jeff,

The problem is not 0 bytes coming up for a session but rather the sessions not being there at all; the note books that the sessions were recorded with are there but there are no sessions attached to them and no playback from the notebooks themselves. This occurred when I renamed the livescribe folder, which has fixed my problems in the past. If you could contact me by my email address that would be great.

Thank you for your help,

Ben

I have the exact same problem with Ben. So, my audio sessions are not there at all when I do the rename thing. Before I renamed the data folder, it was 0 bytes coming up issue. I'm stuck. Please help. I got this pen as a gift to support my studies, not to spend additional a couple hours trying to figure out why it can't transfer the sessions to my computer.

Thanks,

Sue

Jeff, 

I'm having the issue for one specific lecture I have recorded. The audio plays back just fine on my dot paper, but was marked as corrupted and wouldn't playback from LD. I re-named the Livescribe folder, and then re-synced my pen. At first, the audio session didn't show up. I then followed Priscilla's direction to playback from the dot paper, and make a little mark on the page. After a few times of that, I finally got the session to show up, but once again, got the "corrupted pencast" error. 

It's on the pen somewhere. I can still play it from my dot paper. I just want it on my LD too :(

Help, please. 

I'm so frustrated with this POS! I've done everything listed above at least twice and still nothing! Why do these "updates" and "fixes" [mess] up the pen even more??? 

Hi Priscilla,

I still been able to fix my problem and have exams in three weeks so would really appreciate some help. I had the 'pencast is corrupted and cannot be played' error which I have had and fixed before by renaming the livescribe folder and making a new one. However, this time my old livescribe folder now only appears to contain the notebooks and no sessions and with no playback on the original notebooks. But when I check inside the library all the audio for the missing sessions is there as .aac. I am unable to import sessions as no.pencast files are visible for import nor are many of the files even visible. I really need one notebook of sessions in particular, if I can get that one I will be fine. But currently I am in dire straights!

  Best,

Ben

P.S all my firmware is up to date etc

hello priscilla or jeff...

this just started happening to me as of halfway through this tuesday's lectures. i am coming up on finals in 2 weeks and am buried in work so the timing of this problem beginning couldn't be worse. i tried the firmware fix priscilla recommended above and i still have 'corrupted' sessions.

please contact me asap for a direct support session as this is quite urgent and coming at an unfortunate time in the semester.

thank you!

Hi Livescribe, I tried your new firmware which allows me to use it for windows only. However, I still have files (notes and audio) based on Mac. How to retrieve it from Mac ? You level of support seems to be more for windows

Hi Jeff, I don't I know if you received my reply so I thought it would be easier for me to post here. That would be great. Can we schedule a remote session asap?

Ben

Priscilla,

I am now in the middle of finals and can't risk compromising any data or afford any time lost to technology issues. I'll come back to this in 2 weeks and will be in touch. 

Thanks.