85320 - ECHO/PULSE - Mac Livescribe Desktop message “There was an error connecting to your smartpen. Please re-dock your smartpen and try again...”

Why do I keep getting the message "There was an error connecting to your smartpen.  Please re-dock your smartpen and try again..." each time I dock my smartpen?

If you are getting the message from Mac Livescribe Desktop when docking your Echo or Pulse smartpen:

"There was an error connecting to your smartpen.  Please re-dock your smartpen and try again..."

…but re-docking your smartpen has not resolved the issue, you may have orderbytes "ControllerMate" software installed.

Older versions of ControllerMate can block smartpen communication.  From the menu select "ControllerMate > Check for Updates..." to install the latest version.  

In some rare cases customers have had to remove ControllerMate from their machine by running the ControllerMate installer, double-clicking the "ControllerMate Uninstaller" icon, check-marking "Remove Preference Files" (so that all files are removed including ControllerMate Helper), and clicking "Uninstall".  After restarting the machine the smartpen should be recognized.

If you do still have a problem then please send us your log files - 201020 - Mac - Requesting Mac Log Files and Screenshot(s).

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