If you’ve put your pen in the cradle recently, you may have been asked (told to on pain of death or dismemberment) to update your Livescribe Desktop.
The new face of the Livescribe Desktop (PC Version) is more appealing after a complete remake.
Initially, you’re impressed with the changes. It’s a little more aesthetically appealing, with a more easy to navigate GUI. But then, the problems begin.
You put your pen in the cradle, expecting it to transfer the content from your last meeting, only to discover empty silence in return. The one time perfect relationship between your Pulse Smartpen and the Livescribe Desktop, the happy ending of Romeo & Juliette’s tragedy, act as if they don’t even realize the other exists anymore!
First things, first – Don’t panic. We can fix this.
Before we fix it though, let me explain why this problem has arisen. Your pen and your computer both have programs inside them that tell them how to interact with one another. Before this update, then pen has a firmware (FW) 1.6.2 that connects to the Livescribe Desktop (LD) version 1.7. This update takes your desktop from the 1.7 to a 2.0.1 which means it’s a completely new software version on your computer.
Your pen, still at FW1.7 is unable to process this. It can’t connect to the LD simply because the LD can only speak with FW version 2.1 or higher. Which means, your pen isn’t angry with it’s one time soul mate, they just aren’t speaking the same language anymore.
In order for our pen and LD to once more ‘make eyes’ we’re going to need to first teach the pen how to speak 2.1 instead of his outdated (and probably barbaric) 1.6.2. ‘How do we do that?’ you ask. Or, as one of our readers put it:
Anything on the problem zillions of LD 2 users are having in not being able to migrate or upload audio on the desktop from their upgraded software and pen? – Bill Linnane
In answer to that, I say ‘Yes! Yes there is!’. We just need to update the firmware on your pen.
The LD is supposed to do this automatically, but there are a few instances where it didn’t work. Either it’s no longer recording audio and playing back audio on the pen (no, it’s not broken) but it does respond to all the other keys. Or, it’s just showing the time regardless of what you tap it on! (Possible FSR issue, but it’s unlikely if you’ve just updated it.)
The only hope for our now silent lovers is to… Do a Manual Firmware Update. (Or contact tech support.)
To manually update the firmware on your Mac, or PC, you’re going to have to follow one of the links below:
Windows Manual Firmware Update
The instructions explain how to download the .zip file that you will need to run the installation program from. And, how to run the program from there, to get your pen’s FW up to date.
Now, let’s let Romeo and Juliette get back to making kissie faces, while you’re getting your content transferred.
Did this help any? Did your LD automatically update the FW on your pen?
Filed under: Livescribe, Smartpen, Firmware, Update
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Under threat of horrible things happening if I did not, I upgraded to 2.0 — and that is when REALLY horrible things started happening. And it had been so nice before….
The Livescribe desktop started telling me to register my pen –my pen that had been registered for over a year! But when I tried to register it, it said it was already registered! Loopy. Infinitely. So I emailed, got a nice reply about upgrading the pen’s FW, followed instructions…everything “verified”…and then I started the LD again…and…It Crashed with a message to call CS!
So I did. I explained that LD will not run at all – and when I try to bring it up it crashes with a message to call CS. I also explained everything I had previously done (as per CS emailed instructions). After being placed on hold off and on and then fishing for any problem other than Livescribe’s (looking at my OS, MSXML, and .NET frameworks updates – which were all up to date, etc) the CS rep told me that they would have to look at my “logs” ?? and would send me email explaining how to send them. What she DIDN’T mention (and what I discovered after reading the instructions for sending the logs) is that you have to use, guess what?, the LD to get the logs!!! Haha – you have got to be kidding me, right? I called because LD crashes before coming up, and she sends me directions to get the pen logs — something you can only do by using LD!!! What a JOKE! After reading about the plethora of problems with 2.0 that have not been resolved (and wishing I had read them BEFORE the upgrade to 2.0) I’m wondering if this is the beginning of the end. I hope not, I’ve enjoyed the 1 year of use, but I’m seriously starting to wonder.
Oh. And the note that came with the explanation about getting the logs (which I couldn’t do, of course) explained that :
“Our next level support will look at the logs and if we have a fix they will respond with the resolution, usually within two business days. If we haven’t seen this issue we will need to get the log files over to our Quality Assurance team, and in some cases Q.A. will need to have them reviewed by Engineering. You can expect an update from us on the status of your problem within 5 business days.”
Heh. If it takes 5 business days WITH the logs — how long is it going to take without? I think it’s just a delay tactic anyway.
Will Livescribe Desktop 2.0 be the “penultimate” event for the company? I hope not. But it will certainly take something truly amazing for me to ever recommend the product again!
Hi Mary,
Thanks for the comment!
Looks like you are on the receiving end of the occasional LS Paradox, but no worries. I have a friend over with the Livescribe Crew that can fix you right up.
But, just because I know this one by heart, try this out: http://www.livescribe.com/support/kb/?View=entry&EntryID=308 . It should cure what ails ya.
No this didn’t help. Information still won’t transfer.
Hi Nichole,
Thanks for the comment!
If that didn’t work, and information still won’t transfer over, maybe you should try the tech support line at 877.SCRIBE0 (877.727.4239) or email them at CS@Livescribe.com.
Otherwise, let me know what’s going on with it, and I’ll be glad to try and help.
Oh dear. Where to start. It appears that Livescribe customer service is completely incompetent.
I have a brand new Echo pen (which I upgraded from a Pulse) and have not yet been able to transfer any information to my (Mac) desktop.
I first contacted customer service two weeks ago. They keep asking me for information I have already sent them. They give me instructions on how to get the information they want – but only for Windows!!!!!!!!!!!
Everytime I dock the pen it tells me “This Livescribe Desktop is not authorized of use with this smartpen.”
The frustration I have in not being able to get data from the pen is only matched by my frustration with the stupid suggestions I keep getting from CS.
Hi Chris,
Thank you for commenting!
I’ve spoken with some people at Livescribe regarding this, and you should have received an email or update about this.
Please, please let me know how this turns out!