84204 - WIFI - Notes and audio not synced in Evernote (no green ink)

I see my pages in Evernote and my audio is in the Recordings folder, but the two are not synced together (no green ink). 

There is a known issue where occasionally notes and audio are not synced once they reach Evernote.  To resolve this we can try clearing the Livescribe wifi pen data in your Evernote account.  Once completed, this should enable you to re-sync all of the data on your pen into Evernote. 

Before we do that, it's important for you to turn your pen WiFi off (tap the "Wifi Off/On" button on the inside of your WiFi Starter Notebook cover). 

Once you have turned WiFi off please provide:


The pen serial number (tap the "Software Version" button on inside front cover of the WiFi Starter Notebook)
The pen firmware version (tap the "Software Version" button a second time)
Your Evernote account type (free or premium?)
The remaining amount of MB available on your smartpen for recording audio (tap on the "Storage" button on the inside cover of your WiFi Starter Notebook.  Due to the system files and memory saved for ink strokes this number will be substantially less than the total memory of the pen)
The memory size of your smartpen (printed on the back of the pen)

We could also use your Helper log files.

To get Windows Helper logs:

Run Livescribe Helper.
Plug your wifi smartpen directly into your computer (not a hub, monitor, or keyboard USB port) via the USB charging cable.
Hold down the "Ctrl" key on your keyboard.
From the top menu select "File > Customer Support > Gather Logs".
Save the "LivescribeLogs <date>" to your desktop.
Attach the logs from your desktop to your cs@livescribe.com email.

To get Mac Helper logs:

Run Livescribe Helper.
Plug your wifi smartpen directly into your computer (not a hub, monitor, or keyboard USB port) via the USB charging cable.
Hold down the "option" key on your keyboard.
From the top menu select "Livescribe Helper > Customer Support > Gather Logs".
Attach the "LivescribeLogs <date>" logs from your desktop to your cs@livescribe.com email.

Please make sure you are using the latest Evernote apps for any devices you view your Livescribe notes on (e.g. iPhone, iPad, Android, etc.) so that you don't have issues after the re-sync.

 

 

 

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