85131 - WIFI/ECHO/PULSE - Mac - Smartpen not recognized by Echo/Livescribe Desktop (ECHO/PULSE) or Livescribe Helper (WIFI)

Why is my smartpen not recognized by the software when I run the Mac Echo/Livescribe Desktop (Echo or Pulse) or Livescribe Helper app (Livescribe wifi)?

Why is my smartpen not recognized by the software when I run the Mac Echo Desktop (Echo or Pulse) or Livescribe Helper app (Livescribe wifi)?

After installing Echo Desktop (Echo/Pulse smartpens) or Livescribe Helper (wifi smartpens), if you are having an issue with the software recognizing your smartpen:

Livescribe wifi smartpens

Shut down Livescribe Helper and run this Pencomm Installer:

https://www.dropbox.com/s/oaznghbogtaz8wg/EchoDesktopPenCommServiceInstaller.pkg?dl=0    

Run Livescribe Helper. Allow up a minute for Helper to recognize the pen.  

If this does not solve the issue, make sure your Mac is running the latest version of your Mac OS by clicking on the Apple icon in the upper left corner of your desktop, selecting "About this Mac", and clicking the "Software Update…" button. Accept any new updates. Apple has made some changes to the USB stack in the latest OS versions to help prevent smartpen recognition problems. The minimum OS requirement for running Echo Desktop or Livescribe Helper is version 10.8.5 (Mountain Lion) or later.

If you still have an issue, reinstall Helper from http://www.livescribe.com/en-us/support/wifi-smartpen/howto/  (bottom right corner).

Echo/Pulse smartpens

ECHO DESKTOP - Shut down Echo Desktop and run this Pencomm Installer:

https://www.livescribe.com/downloads/support/EchoDesktopPenCommServiceInstaller.pkg  

LIVESCRIBE DESKTOP (for customers running our legacy software) - Shut down Livescribe Desktop and run this Pencomm Installer:

http://www.livescribe.com/downloads/support/Mac_PenCommServiceInstaller.pkg

Run the desktop software and allow up to a minute for the pen to be recognized.  

If this does not solve the issue, make sure your Mac is running the latest version of your Mac OS by clicking on the Apple icon in the upper left corner of your desktop, selecting "About this Mac", and clicking the "Software Update…" button. Accept any new updates. Apple has made some changes to the USB stack in the latest OS versions to help prevent smartpen recognition problems. The minimum OS requirement for running Echo Desktop or Livescribe Helper is version 10.8.5 (Mountain Lion) or later.

If you have "ControllerMate" software installed (even though you are net getting an error) please see 85320 - Mac - Echo Desktop message "There was an error connecting to your smartpen. Please re-dock your smartpen and try again..."

If the smartpen stopped being recognized after you upgraded to Mountain Lion, please see 85133 - Smartpen not recognized by Mac Echo Desktop after Mountain Lion upgrade.

All Smartpens (Echo/Pulse/wifi)

If you still have an issue getting your smartpen recognized: 

  1. Make sure your charging cable is plugged into a USB port directly on your computer, not a USB hub, docking station, keyboard, or monitor port.
  2. Disconnect your smartpen from the USB charging cable.
  3. Restart your computer.
  4. Connect your smartpen to the USB charging cable.
  5. Echo and Pulse smartpen users:  Start Echo Desktop. Livescribe wifi smartpen users:  Start Livescribe Helper.  
  6. Allow the smartpen some time to be recognized by the software (up to a minute).
  7. If the smartpen is not recognized after one minute, try plugging the charging cable into another port directly on your computer. NOTE for Echo smartpen users: If you were recording or taking notes while the USB cable was connected to the smartpen, your notes and audio sessions will not transfer to Echo Desktop until you disconnect and re-connect the smartpen to your USB charging cable once more.  Pulse smartpens should not be affected, but you can still try undocking and re-docking the smartpen to its charging cradle to get it recognized.
  8. If the transfer still does not start, disconnect the smartpen.
  9. Press and hold the power button for 10+ seconds.  Your smartpen will restart in a recording session and will turn off again.  Press the power button.  Your smartpen will restart with the message "livescribe… Starting…" (wifi and Echo) / "livescribe… Starting…Checking filesystem" (Pulse).
  10. Connect the smartpen.
  11. If you still cannot get the smartpen recognized and have Parallels installed, try shutting down the Virtual Machine and then undocking/re-docking your smartpen.
  12. If you are connecting your smartpen while a Time Machine backup is running, this could cause smartpen communication issues. Try pausing the Time Machine backup and resume the backup after you get the smartpen recognized.  To pause, Control-click the Time Machine icon in the Dock, and then choose "Stop Backing Up" from the menu that appears.  To resume your backup, Control-click the Time Machine icon in the Dock, and then choose "Back Up Now" from the menu.
  13. If you have nova media's "launch2net" software installed and it is a version prior to 1.8.8.9, this will prevent smartpen communication.  
  14. If you have Objective Development's "Little Snitch" software installed and it is a version prior to 2.2.3 (745), this may prevent smartpen communication.  You can download and install the latest version over your current version from http://www.obdev.at/products/littlesnitch/download.html

If the smartpen is still not recognized you can try shutting down processes one at a time to see what is interfering with the smartpen communication.  

To do so: 

  1. Activate your "Finder" menu by clicking somewhere on an unused area of your desktop.  
  2. From the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select Go > Applications > Utilities > Activity Monitor.
  3. Click on a "Process" and then click on "Quit Process" in the upper left of the window.
  4. Repeat shutting down processes until the Echo Desktop / Livescribe Helper recognizes the smartpen and starts to transfer data.  Please let us know what process you had to stop to get your smartpen recognized. 

If you still have a problem please let us know.

 

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