Knowledge Base and Forums/Livescribe Forums/Livescribe WiFi Smartpen

Can't update software when my sky smartpen says "Please update your software to use this dot paper"

Christoffer Danst
posted this on November 14, 2012 08:29

I recieved my sky smartpen yesterday. After having to reset my smartpen, the OLED tells me to update it to use my dot paper in the satarter notebook, but I can't. The Livescript Helper says the software is up to date.

I use a Mac and I have the 8 gb sky smartpen. 
What can I do? 

 

Comments

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Chico

I started the update for my smartpen on Livescribe Helper and my internet connection timed out, when it restarted a pop up came up and read "error updating your smartpen". Tried multiple times to connect and download and have not been able to do so......  I have searched the web without any luck. Bought the 8gig WiFi - Smartpen a month ago and still have not been able to use it. I would also like to know what i can do to remedy this issue.

November 14, 2012 18:03
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Thomas Uhl

I updated the software to the latest version via desktop manager. I still get the message "Please update your software to use this dot paper" when I try to scan for networks.

November 15, 2012 00:58
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John Barry

i had the same problem with 2 pens from bestbuy.   couldnt get to work on mac or xp (started on mac).  in the end, a replacement pen will be sent out after failed to resolve using live chat.

you can refer to my support ticket - #227354

might try starting with xp next time. 

November 19, 2012 15:53
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Thomas Uhl
Is there an official statement from LiveScribe?
November 19, 2012 22:24
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John Barry

Thomas - did you pen say "Set Time" when you attempted to connect to the Mac?

November 20, 2012 06:08
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John Barry

OK,  The support folks sorted it out for me.  

Couldn't get the Mac software to work.  Windows only worked on machine with USB 2 (not USB 1). Had to get the 3.x firmware update software program for Windows from support, the Helper app didn't work (gave error trying to apply the firmware).

Shame the Mac software isn't as good as the support folks.

November 20, 2012 17:52
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Marcus (NI-Biker)

Me, I have the same problem. Got the sky Smartpen 4 GB today, connected and registered, downloaded Livescribe Helper. Installed it. Connected the Smartpen to the Windows-PC. Then also Livescribe Desktop opened and both Programms, Livescribe Helper and Livescribe Desktop were downloading the update for the Sky Smartpen. Finally Livescribe Desktop finished the firmware update, the Livescribe Helper did stop working. 

When I try to use the starter dot paper to setup the language and the time, I get the same message like you all: "Please update your smartpen's software to use this dot paper"... So, what's to do now?

 

When I check for updates in Livescribe Desktop, I get the message, that it's up to date.

When I check for updates in Livescribe Helper, it start's to download, then it freezes...

When I restore the Smartpen via Livesscribe Desktop, I can load the firmware again, but when I use the dot paper after reinstalling, I get the same error message...

 

It seems to be a serial problem, so, Livescribe, what shall we do?

November 21, 2012 05:46
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Ludwig Adam
Marcus, have you tried waiting for the Livescribe Helper? With me it took around 1 1/2 hours for the firmware download but at the end it worked
November 21, 2012 06:56
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Richard Teel

Ludwig, Thanks for posting that it takes that long to update. I had waited nearly an hour and thought that perhaps the Livescibe Desktop application was causing problems so I uninstalled the Helper, Desktop, and Connection applications. I then re-installed the Helper application and have been waiting nearly 1/2 hour with the same results. I will leave it overnight and hopefully it will be updated by morning. I hope Livescibe fixes this issue. This is a long time to download a small file. (I could be mistaken but I doubt it is very large.)

November 25, 2012 20:58
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Richard Teel

It completed overnight. I notice that the date and time are not set. I guess that is the next mystery to solve.

November 26, 2012 03:16
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Thomas Uhl

I sent the pen back to amazon today and answered the customer survey. I hope to get in contact with the company soon. 

December 08, 2012 02:03
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Richard Teel
I have been in contact with LiveScribe customer service and made them aware of this issue. I included this issue in the LiveScribe customer survey as well. Hopefully they address it soon or they may have more pens returned to them than actually get used by anyone. BTW: I did find the clock settings in the back of the starter notebook. The clock settings have been in the front of the notebooks so when I did not see them there I thought that perhaps the pen does not need to be manually set because it can get the time from the network. Unfortunately LiveScribe did not include that in the software. It would make sense for them to include it in the firmware but I guess they had their reasons.
December 08, 2012 07:13
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Jason H
Livescribe
@Marcus, what OS do you have on the PC that launched Livescribe Desktop when you connected your Sky pen? This shouldn't be happening, so we will want to troubleshoot this immediately, for downloading updates from LD to Sky can certainly cause issues. If Livescribe Desktop launches please close it immediately! Very important.... Thanks.
December 08, 2012 12:07
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Jeff
Livescribe

If you have installed Livescribe Desktop and purchased a Sky smartpen, it is important that you disable the Autolaunch feature before you connect your Sky pen.

 

Out of the box, the Sky smartpen will prompt Livescribe Desktop to Autolaunch when it is connected to the computer.  If this happens, please follow these directions:

 Windows:

Go to Tools > Livescribe Desktop Settings… > General

 

Mac:

Go to Livescribe Desktop > Preferences

 

  1. Uncheck the Autolaunch box for Livescribe Desktop (and Livescribe Connect for Mac).  Click "OK", if applicable.
  2. Shut down Livescribe Desktop, Connect, and the Helper app if it is running.
  3. Unplug your Sky pen and turn it off.
  4. Re-connect your Sky smartpen to the USB charging cable.
  5. Launch the Helper app (if it doesn’t launch automatically).
  6. Allow the helper app to update the Sky pen's firmware.

 

Once the firmware has been updated, Livescribe Desktop should no longer Autolaunch when the Sky pen is connected.  You can go back into Livescribe Desktop to turn the Autolaunch feature back on, or you can keep it off.  Please feel free to contact cs@livescribe.com if you have any questions or are still having issues after performing this procedure.

 Thank you!

December 10, 2012 13:52
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Tim

I think one of the biggest confusions is the length of time that the helper application takes to set up the software the first time. One person says that it takes about 1.5 hours. It would really help if the helper application indicated that on the screen as it can be very confusing otherwise.

December 16, 2012 10:58
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elaine wilkinson

hello, i've just received the 4gb sky wifi smartpen for xmas and am having similar problems to the other forum users.

i've downloaded and installed evernote and livescribe helper. I've registered the pen and registered on both evernote anfd livescribe websites. however,when i touch the 'set time'box the pen tells me to update my software before using the dot paper. 

I've downloaded the update from livescribe helper but it now seems to be stuck halfway through the installation process. 

any advice would be appreciated. i'm on windows 7 OS.

December 26, 2012 02:13
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Tim

There appears to be a common issue with the initial update.

I'd suggest contacting the Livescribe support and tell them your problem. Generally, I've noticed that they will email you a link to the flash updater which is a little less forgiving than the LiveScribe Helper application and includes all the software patches for the initial start-up.

Once you've got the flash updater and run it per their instructions, you will then need to connect to your wireless network and (yes) run the software update through the wireless network. You should either have a full battery or you will need to have the wires connected and charging the pen since there is a lot which downloads through this second patch.

Having run BOTH updates, your pen will be ready for use.

It does appear that certain paper products do not work with the Sky pen. Specifically, the Lined Journal books do not work. I think this was due to the developers being in Europe and they were fixated on the European paper products instead (A5 journals work fine) but I admittedly like the hardbacked journals since they fit nicely with my tablet computer in a jacket pocket.

December 26, 2012 06:46
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Thomas Uhl
I think that Livescribe schould stop the distribution of a product which is not working. I sent my pen back and I am waiting if they will fix the problems.
December 26, 2012 15:42
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Jason H
Livescribe

Tim, the lined journals DO work, there was an issue with some of them not though.  We had a firmware release last week that addressed the issue, so we're still collecting feedback on whether or not that corrected their issue or not.  FYI...

December 26, 2012 16:06
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Tim

Well, it did not work for my Lined Journals. I think you can understand my frustration.

December 26, 2012 18:50
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Tetsu Watanabe

I am waiting for the

I just boutght the sky wifi 8gb today. I am waiting for the livescribe helper to install the update for more than 2 hours now. Should I still wait? It says "validating" for the last 2 hours. It does not seem to be doing anything,.

December 27, 2012 06:26
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Richard Teel
Yes, keep waiting. I made the mistake of thinking that the update hung after waiting an hour and aborted the process. I then saw the posts here and let it run overnight. When I woke in the morning, it was done. I suggest waiting or else you will be waisting your time. Livescribe needs to address this issue especially since they are receiving pens back because people do not wait.
December 27, 2012 06:57
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Jason H
Livescribe

@Tim - yes, I can certainly understand your frustration, and we should make progress on resolving these sync issues within the next 2 weeks.

@Tetsu and Richard:  What part of the globe do you reside in?

December 27, 2012 13:28
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Richard Teel

@Jason - I am in North America (Northern Virginia, USA)

December 27, 2012 13:34
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Tim

I am in Canada. I do have a current support ticket that is open.

December 27, 2012 14:16
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Jason H
Livescribe

Thanks.  If you are a Mac user and are having problems downloading the firmware through the Helper app , please try the steps below to update the firmware on your pen.

  1. With your Sky pen still connected to the USB cable, click on your desktop to access Finder.
  2. From the top menu (File / Edit / View / Go) select “Go > Applications”.
  3. Drag the “Livescribe Helper” icon to the Dock on your desktop.
  4. Click on this link to download the firmware bundle - http://www.livescribe.com/downloads/support/LivescribeSmartpenFlashUtility_3.2.0_Mac.bnd.
  5. Open your Downloads folder (if it is not already open).
  6. “Control”-click (or right click) on the “LivescribeSmartpenFlashUtility_#.#.#_Mac.bnd” file and select “Show in Finder”.
  7. Drag the bundle file over the Livescribe Helper icon on your desktop so that the icon is highlighted and drop the bundle on the icon.

 Livescribe Helper will start the firmware update and this should resolve your issue.

December 27, 2012 16:12
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Richard Teel

@Jason - It looks like you are too late to help Thomas since it looks like he sent the pen back. FYI I am using Windows 7 and had a difficult time getting the pen updated. For whatever reason it takes way too long to update the pen. Worse than that is there is no indication that it will take that long and the user interface does not let the user know that it is OK and is still functioning. Most people will wait a reasonable about of time ~15 minutes of seemingly inactivity before giving up which is not near long enough for this upgrade. If the upgrade is going to take on the order of hours to update and the user interface is not updating then you need to tell the user upfront that it may take up to N hours for the update to complete and the software may appear to be hung or not responding but it is working. Users then may do as I did and let it run overnight to wake up to a pen with the firmware being successfully updated.

Livescribe needs to either address the length of time required for the update or let users know right upfront that the update will take several hours and appear to be doing nothing while it is working.

BTW: I have no idea how long it took for my pen to update but I know it was well over 1 hour which is ridiculous. I am happy with the pen after the update but the update ruins it for most people. I would not be surprised to find that you are receiving many returns do to this issue. I would be surprised if you are not.

December 27, 2012 17:53
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Richard Teel

BTW: I am sure it is not an issue with network speed but if you are wondering, here are the results from speedtest.net.

http://www.speedtest.net/result/2398590320.png

Download: 24.22 Mb/s

Upload: 4.17 Mb/s

December 27, 2012 17:58
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Jason H
Livescribe

@Richard - thanks, and I agree with you that it shouldn't take Helper that long to update the pen at all.  By chance, when you first received the pen, did you try to update it via Livescribe Desktop?  If so maybe that is contributing to the slow speeds.  If your network speed is fine (which it is) I'm uncertain what would cause this.  Let me know and we'll take it from there...thanks.  I've also passed the UI feedback on to our Product Management team for consideration - great feedback, thank you.

December 27, 2012 20:36
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Richard Teel

@Jason, Yes, Livescribe Desktop did try to update it first but if I recall correctly it would not update the pen. (It also let me know that quickly.) I then closed Livescribe Desktop and attempted to update using Helper to update. After I aborted the update after waiting so long, I suspected that Livescribe Desktop was an issue so I uninstalled Livescribe Desktop and the Helper then rebooted and reinstalled the Helper and tried the update again. When it still took a long time, I did some searches and found this post in the forum and decided to let it go overnight. When I did that it updated but who knows how long it took. (Between 1.5 and 6 hours for certain.)

December 27, 2012 20:43
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Jason H
Livescribe

Richard, I'm quite certain the attempted update via Livescribe Desktop is the problem.  We are still investigating this in more detail, but I feel assured that if you master reset your pen, it will correct the issues you have.

The Windows master reset utility is here - if able please proceed w/ the steps and let us know if that resolves your issue:  https://support.livescribe.com/entries/22559087-29021-sky-windows-m...

 

January 02, 2013 15:20
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Richard Teel

Jason, I am sorry but I think there is a misunderstanding here. The complaint is about the initial update of the Sky Pen. After the initial update all other updates are fairly quick. I think running this utility would be unnecessary at this point. (BTW: I had not reinstalled Live Desktop since I uninstalled it when I did the initial update.)

I do notice that the "Device Pairing" command seems to do nothing. I assume that is because that feature has not be released yet. If I am wrong and it should be working, would running the utility fix it?

January 02, 2013 19:06
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Jason H
Livescribe

Hi Richard, I see now, thanks for the explanation.  Correct, no need to run the Helper now if you can update over the air with no issue.

Device Pairing will come in the near future indeed and is not available at the moment.

January 03, 2013 18:00
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Anthony

I have just purchased the wifi smart pin. I alkyd through the steps to down load the apps. I am getting a message telling me that I need to update the software to use the dot paper. The "Helper" is anything but. For the love of God! What an absolute nightmare. Can someone post the exact web address I need to update the software for the pin I have just unboxed. I can find nothing on the "helper which offers a software update to the pen.

 

 

March 31, 2014 21:55
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Jeff
Livescribe

Anthony,

You can download Helper from this link:

http://www.livescribe.com/en-us/support/wifi-smartpen/howto/ 

Choose the correct platform from the lower right corner of the page.

I am curious though.  You mention downloading apps for the Wifi pen.  The Wifi pen does not use apps.  Did you use Livescribe Desktop to try to update the Wifi pen?

April 01, 2014 10:18