85402 - ECHO/PULSE - After a firmware update smartpen will not play audio by tapping notes in notebook. Livescribe Desktop Pages ink is black, not green. In Audio View recorded session is available to play (1)

Ever since a firmware update my smartpen will not play the audio by tapping the notes in my notebook and when I transfer my notes with audio to Livescribe Desktop, the ink is black instead of green in Pages View.  In Audio View the recorded session is available to play.  Why are the notes not synched with the audio?

If your notes and audio are no longer synching in Pages View (black ink is showing instead of green), and you have already tried the steps in article 85300 - Why is my smartpen not transferring my notes and/or audio sessions to Livescribe Desktop?, then this issue may be a result of a firmware update that affected a small group of customers.

To resolve the issue for new notes going forward we will need to rename two Livescribe Desktop files and then update the smartpen firmware once more.  Please follow the steps below.


Windows

You will first need to make sure hidden folders are visible.  

To do so:

 

  1. Windows 8 - From the Start screen type "control panel", select "Settings" on the right, and tap/click "Control Panel".  Windows 7, Vista & XP - Click on the Windows "Start" button and select "Control Panel".
  2. Windows 8/7/Vista - Control Panel Home view - Click on "Appearance and Personalization" and select "Show Hidden Files or Folders".  Icons View - Select "Folder Options" and select the "View" tab.  Windows XP - Double-click "Folder Options" and select the "View" tab.
  3. Under the "Hidden files and folders" section, if not already selected, select the radio button labeled "Show hidden files and folders" and click "OK".

 

Now you can access the database folder.  To do so:

 

  1. Shut down Livescribe Desktop if it is running.
  2. Windows 8 - Click the folder on your taskbar to open File Explorer.  Windows 7/Vista/XP - Right-click on the Windows "Start" button and select "Open Windows Explorer" (7) / "Explore" (Vista & XP).
  3. Windows 8/7/Vista - navigate to "C:\Users\your_windows_account_name\AppData\Local\Livescribe\Desktop\data". Windows XP - navigate to "C:\Documents and Settings \your_windows_account_name\Local Settings\Application Data\Livescribe\Desktop\data".
  4. Right-click on the "FileItems.EDB" file, select "Rename" and change the name to "FileItems2.EDB".
  5. Right-click on the "DownloadManagerItems.EDB" file, select "Rename" and change the name to "DownloadManagerItems2.EDB".
  6. Now access this article to update your smartpen firmware once more - 29000 - Manual Windows smartpen firmware update utility.

 

After the firmware update your notes should start synching as normal for new data that is transferred from the smartpen.

Mac

 

  1. Close Livescribe Desktop if it is running.
  2. Click on your Mac desktop to access Finder and from the top Menu select "Go > Applications > Utilities > Keychain Access".  Make sure "login" is selected in the upper left corner.
  3. Click on each of the "Livescribe User Certificate" entries (if any) and press "Delete" on your keyboard to get rid of these entries.
  4. Close the Keychain window.
  5. Click on your desktop to access Finder.
  6. Yosemite, Mavericks, Mountain Lion and Lion - Hold down the "option" key and from the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select Go > Library > Preferences. Snow Leopard and Leopard - From the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select Go > Home > Library > Preferences.
  7. Find the "com.livescribe.LivescribeDesktop.plist" file and drag it to Trash.
  8. Back-arrow out of Preferences to the Library folder.  
  9. This time select "Application Support > Livescribe" and from within the Livescribe folder drag the "Applications" folder (not the entire "Livescribe" data folder) to Trash.
  10. Start Livescribe Desktop again and at the "Your Livescribe Account" prompt select "Use my existing account", enter your registered email account address, your password, and click the "Authorize" button.
  11. You should get the prompt "There are new applications available for your smartpen." Click the "Install # item" button to download and install all applications once more.
  12. Now access this article to update your smartpen firmware once more - 29100 - Manual Mac smartpen firmware update utility..

 

After the firmware update your notes should start synching as normal for new data that is transferred from the smartpen.


Solution for un-synced notes:

For notes that did not sync you can link the notes and audio by doing the following:

 

  1. Turn on your smartpen.
  2. Double-tap on the Nav Plus to get to the smartpen Main Menu.
  3. Tap the down arrow until you reach "Paper Replay".
  4. Tap the right arrow once.
  5. Tap the down arrow once to access "Play session".
  6. Tap the right arrow once to access your sessions list.  
  7. Tap the down and up arrows to cycle through your sessions and find the one that matches the page(s) of notes you are trying to synch.
  8. Tap the right arrow to start playing the session.
  9. Start tracing over your notes.
  10. Stop playback when you finish tracing your notes.
  11. Dock your smartpen.

 

The updated notes will now transfer and be linked to the audio as annotated notes.

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