80405 - ECHO/PULSE - Logging into Echo/Livescribe Desktop or registering a smartpen from behind a proxy server or firewall

Can I log in or register my smartpen using Echo Desktop or Livescribe Desktop if I am behind a proxy server or firewall?  

If you are behind a proxy server or firewall you still may be able to log in and register using Livescribe Desktop.

Proxy Server

Depending on your operating system and desktop software version, the following information may help if you are behind a proxy server (usually this is the case in a school or corporate environment).

Windows Echo Desktop:

Unfortunately Windows Echo Desktop does not support proxy server settings.  In order to register your Echo/Pulse smartpen or authorize Echo Desktop you will need to install the Echo Desktop software on a computer that is not being blocked by a proxy server.

Windows Livescribe Desktop:

Windows Livescribe Desktop version 2.3.1 or later has several options available to allow the software to connect to the Livescribe servers in order to download smartpen and software updates, as well as allow uploads to Livescribe Online.

To access these options: 

  1. Open Livescribe Desktop.
  2. From the top Menu select "Tools > Livescribe Desktop Settingsā€¦"
  3. Click the "Proxy Server" option.
  4. Select the appropriate radio button under "Proxy Server Settings" for your proxy setup (you may need to contact your work or school system Administrator group for these details):
  • "No Proxy Server" (default) - Try this setting first. Some environments may require you to actually specify NO PROXY due to the proxy being handled automatically by the network.
  • "Use System Proxy Server" - select this option if your Windows machine automatically allows internet access based on your Windows User account.
  • "Use "Specific Proxy Server" - select this option if you are required to enter the IP address and port number of the proxy server (for example "10.12.0.111:8088").  

Click "OK" and try to log in and register once more.   

NOTE: If you normally are required to log into a web browser in order to authenticate and get internet access, you will also need to complete these fields each time you use Livescribe Desktop to connect with the internet:

"Username:"
"Password:"

If you get an error please let your Administrator know that Livescribe Desktop connects to the domain www.livescribe.com using both ports 80 (http) and 443 (https) in case traffic through these ports is being filtered.  

If you know these ports are not being filtered but you still get an error trying to log in or register please let us know.

Mac:

Mac users do not need to do anything to configure the proxy settings.  If a proxy server requires you to authenticate each time you access the internet (user name and password must be entered) and you have already added your user name/password into your keychain then your proxy server is supported and you will be able to upload files and download firmware.  No other configuration is required.  

If you do not want to (or are restricted from) saving the authentication information into the keychain you will not be able bypass the proxy server.  

If your keychain has already stored your user name/password but you still get an error please let your system Administrator know that Echo or Livescribe Desktop connects to the domain www.livescribe.com using both ports 80 (http) and 443 (https) in case traffic through these ports is being filtered.

NOTE:  If you are using AirPort to connect wirelessly but are getting a "Login failed" message, try connecting to your network using a wired connection.  The proxy server may authenticate differently between wireless and wired connections (especially at a school).

If you know these ports are not being filtered but you still get an error trying to log in or register please let us know.

Software Firewall

Windows and Mac

When you run Echo or Livescribe Desktop the first time, you should be prompted by your software firewall to allow Echo or Livescribe Desktop access to the internet.  Please select "Yes".  If you selected "No" in the past and your software firewall saved this setting (it no longer prompts you each time you start Echo or Livescribe Desktop), you will need to change it manually to stop blocking Echo or Livescribe Desktop from accessing the internet.  Please reference your software firewall "Help" option for more information.

Hardware Firewall

Windows and Mac

By default a hardware firewall should not prevent Echo or Livescribe Desktop from communicating with the Livescribe web servers.  

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