Knowledge Base and Forums/Livescribe Forums/Echo and Pulse Smartpens

Notes taken but not on pen?

Daniel Hodson
posted this on December 10, 2011 03:33

Hi,

 

I've recently purchased the Echo Smartpen, the first days notes worked perfectly, but I've taken extensive notes on second day and none of it has recorded on the pen by the looks of it.  Do I have to tap the sticker on the front of the note book every time before I use it so it knows which note book I'm using?

 

Comments

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Jeff
Livescribe

Hi,

You do not have to tap on the seal to use the notebook.  It is ready to use.  The seal is there to notify you if you have an active notebook of the same number.

Do you remember if the pen was turned on when you were taking notes?

If you recorded audio with the notes, can you tap on your notes and the audio will play from the pen?

What operating system are you using?

Thank you,

Jeff

December 12, 2011 14:15
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Jay Peterson

I also just purchased an 8M Echo Smartpen.  I wrote 4 pages of notes (no audio) in the notebook (pen was turned on, displaying date).  However, when I connected to Livescribe Desktop, nothing shows up ("No Connect documents to process").  Livescribe Desktop seems to be working fine (Windows 7 OS), Smartpen is latest firmware (2.8.0).  S/N AYE-APU-NQJ-HG). 

 

What am I doing wrong?

January 18, 2012 08:29
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Jeff
Livescribe

Hi,

Please try the following procedure:

28007 - Testing the smartpen optics / force sensing resistor (FSR)

http://support.livescribe.com/entries/20354907-28007-testing-the-smartpen-optics-force-sensing-resistor-fsr

If your FSR is not responding please exchange the pen at the place you purchased it from or contact cs@livescribe.com for further assistance.

Thank you,
Jeff 

January 19, 2012 17:41
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Greg Jones

Hi 

I have a similar problem with my new 2Gb Echo (purchased yesterday), if I use the sample paper supplied with the pen everything works OK and I can download the page with my notes, however I also purchase a pack of 4x A5 College ruled Live Dot notebooks and when I write in #1 nothing is transferred to LD.

I have the latest firmware on the pen (2.8.2_59794). The pen was not connected to the PC etc..

What am I doing wrong?

Thanks
Greg 

April 13, 2012 06:35
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Priscilla
Livescribe

Hi Greg,

Have you tested the other 3 notebooks that came in the 4-pack?  If so, does the ink written on those notebooks transfer normally?  If they do transfer, we can go ahead and send you a replacement notebook.

Please let me know.

Thanks!

Priscilla

April 13, 2012 14:12
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Glenn Wagner

I have same problem with Pulse pen. Purchase a year ago never used so tried for first time yesterday for 5 mins OK with starter notebook. Went out and Spent money on A4 pack installed ok to pen. Now if I use any of the four new pads or the starter pad when reconnecting to desktop all appears ok until message states no documents to process and then shortly after another message about problem transfering audio (even though there is no audio recorded!!). I ran the tests you said above and all work fine. The only problem I can think of between when it worked and now doesn't work was the windows update. I am running Windows 7 Ultimate.

If the problem can't be fixed I don't have the luxury of taking back to the shop where whoever got it for me a year ago purchased it initially.

 

April 14, 2012 06:54
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Glenn Wagner

Update on previous comment which may help others: just seen article 85300 - Smartpen not transferring all of notes and/or audio OR Livescribe Desktop is not synching notes with audio. I have a pulse pen but tried to go through the insructions.

1.tried all 3 usb ports on my laptop(none are in the back of the computer!!)

2 and 3 done

Recorded some audio only. It transfered and I did not get the Audio Failed message. Pages still didn't transfer

Recorded audio on 1 of the notebook pages written previously while putting mark on page. then transfered again success!!!

I can recreate and solve the problem by:

1. Adding / installing registering a new notebook and not writting in it. (also doesn't seem to like writng only the first time need some audio)

2. Using an older notebook and trying sync ... now no sync from any notebooks.

3. follow what I did above to record on a page of say notebook1 and write something at the same time. On next sync that whole notebook works again.

So Im ok now but think your team may need to test a few more things that may go wrong with newly purchased notebooks.

 

April 14, 2012 07:16
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Glenn Wagner

PS Recommend you don't use more than a couple of books at a time as you may fill up the memory before finishing them! Didn't realise its all kept on the pen as well as desktop

April 14, 2012 07:18
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Mark Corwin

I have the exact same issue as Glenn. I was not able to upload any notes from my pen from a new notebook. I tried two different notebooks.

Unfortunately, I reverted the pen before I found Glenn's post.  After reverting the pen I tried again, but it didn't work.   After recording audio I was able to upload the notes. 


You might want to check into this.  

April 28, 2012 22:23
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Priscilla
Livescribe

Hi Mark,

This is a very interesting issue.  All you data should transfer into Livescribe Desktop whether or not it is synced with audio.  

In order to obtain all the information we need, please answer the following questions to the best of your ability.

When you reply to this email, PLEASE COPY THE INFORMATION BELOW, PASTE IT IN THE REPLY, and then add your responses (otherwise we will not see your responses in the reply).


Operating System (for Windows go to Start, right-click on Computer or My Computer and select “Properties”. For Mac click the Apple icon in the upper left of your desktop and select “About This Mac”):

 

Smartpen Serial Number (http://support.livescribe.com/entries/20354902-28005-getting-the-sm...

 

Smartpen Type (on the back of your smartpen it will say 1/2/4/8GB, Pulse or Echo):

 

Firmware Version (http://support.livescribe.com/entries/20360793-28004-getting-the-sm...

 

Livescribe Desktop Version (“Help > About…” for Windows / “Livescribe Desktop > About Livescribe Desktop” for Mac):

 

Cradle Version if Pulse pen (turn the cradle over and enter the last character of the P/N - B, E, or F.):



I.E. Version if Windows and the problem is with Livescribe Online (open your Internet Explorer and select “Help > About Internet Explorer”):

 

Do you have Administrator rights? For Windows right-click on the time in the Task Bar and select “Adjust date/time”. You will get a message if you don’t have Admin rights. For Mac access the Apple icon > System Preferences > Users & Groups. Your logged in profile will be highlighted on the left and should show “Admin”:

 

Are you behind a proxy server or firewall (usually “yes” if at school or work computer)?

Thank you,

Priscilla

April 30, 2012 13:29
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Charles Hanson

I have had this problem since I purchased it ... pen works fine until i try and xfer something... LOVELY ... great that they have not bothered to fix it.. in this day and age... amazed that they dont react to posts like this... I have also created SEVERAL help requests but they dont EVER get back to you ..

June 03, 2012 16:00
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Christine Mennes

Same problems.  I have tried everything, updated firmwear, reset the pen, used the utility to reset everything,

 

I have a pulse 1 GB AYE-AAH SH80 2.82 59749

I run window 7

Cradel version B

The pen is old and the display window on the pen doesn't work unless I push down on it, but everything has been working just fine up untill 3 weeks ago it stopped tranfering my notes.  I do not use the audio. 

Please help I use this pen very day.

June 04, 2012 09:06
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Priscilla
Livescribe

Charles - I see that you created a support ticket on June 3 and your request has been replied to as of June 4.

Christine - Please create a support ticket by emailing cs@livescribe.com so that we may further assist you.

Thanks,

Priscilla

June 04, 2012 14:36
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Charles Hanson

I did create one but not getting very far... :(

June 07, 2012 11:10
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Scott Maker

I'm having the same basic problem. Audio transfers from pen to desktop but notes do not. I did everything in their on-line tutorials including renaming the folder. After there-name the notes will download, but on the next attempt at a download I run in to the same problem all over again. I have 4 Livescribe folders now and a 5th on the way if I want to do another download.

 

This is a brand new Echo pen on a new laptop running Windows 7.

 

Customer service has been anything but 'service'. They basically cut and paste what they already have on line and send it to you in an email, as if that will somehow be better.

 

And YES Priscilla, I have a ticket. Number 219182.

 

September 27, 2012 19:56
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Priscilla
Livescribe

Hi Scott,

I see that your are currently being assisted in ticket 218240 and that based on your recent reply, the issue is resolved.

Thanks,

Priscilla

September 28, 2012 18:00
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Aimee Barnes

Hi. I have been using my pulse smartpen for about a year now on multiple books and have never had any problems until recently. All of a sudden my smartpen isn't transferring my notes onto the livescribe desktop. 

 

October 15, 2013 05:30
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Priscilla
Livescribe

Hi Aimee,

Can you please try manually updating your smartpen firmware?  To do so, please reference the applicable support link below.

Windows: https://support.livescribe.com/entries/20360803-29000-ECHO-and-PULSE-Manual-Windows-smartpen-firmware-update-utility
Mac: https://support.livescribe.com/entries/20360813-29100-ECHO-PULSE-Manual-Mac-smartpen-firmware-update-utility

After doing so, please check for updates in Livescribe Desktop. 

Could you also please let me know which notebook you are currently using?

Thank you!

Priscilla

October 18, 2013 00:01