16 replies to this topic

[launchpad]

So I revived my pen the other day and set it up on my Galaxy 5S (software version 4.4.2) and had no problems. While I was using the pen today it stopped syncing with the app on the phone (only synced about half of the notes). 

 

I tried formatting the pen and updated firmware but the light on the pen turns orange and dose not do anything, and now when I try to register the pen with the app it can't find the pen (Bluetooth is on).

 

I could really use some help getting my pen working again.

 

Thanks for your help.

[NeoLAB Convergence]

So I revived my pen the other day and set it up on my Galaxy 5S (software version 4.4.2) and had no problems. While I was using the pen today it stopped syncing with the app on the phone (only synced about half of the notes). 

 

I tried formatting the pen and updated firmware but the light on the pen turns orange and dose not do anything, and now when I try to register the pen with the app it can't find the pen (Bluetooth is on).

 

I could really use some help getting my pen working again.

 

Thanks for your help.

 

Can you try manually update the pen's firmware by using your PC? 

 

1. Plug your pen into the PC and format the pen's hard drive.

2. Copy/paste the newest firmware (See firmware update release note).

3. Follow the instructions and restart.

[launchpad]

I tried formatting and manually updating the pen's firmware but all that happens is the light on the pen turns orange and stays that way until I turn it off.

 

I also tried to get the pen to sync to my old iPhone, but it won't sync to that either. 

[NeoLAB Convergence]

I tried formatting and manually updating the pen's firmware but all that happens is the light on the pen turns orange and stays that way until I turn it off.

 

I also tried to get the pen to sync to my old iPhone, but it won't sync to that either. 

You need to format the pen using Windows PC (and not mac book). After this, please try to re-charge the pen for a couple of hours.

When a hard drive appears, please do the following.

1) Unhide files and folders.

2) Open system.inf through a notepad and please let me know your system information.

[launchpad]

Ok, I have formatted the pen, recharged it and unhide files and folders. 

 

Here is my systems information:

 

S Name Microsoft Windows 8.1

Version 6.3.9600 Build 9600

Other OS Description Not Available

OS Manufacturer Microsoft Corporation

System Name LAUNCHPAD-LT

System Manufacturer MSI_NB

System Model CZ-17

System Type x64-based PC

System SKU To be filled by O.E.M.

Processor Intel® Core™ i7-3630QM CPU @ 2.40GHz, 2401 Mhz, 4 Core(s), 8 Logical Processor(s)

BIOS Version/Date American Megatrends Inc. E1762II1.50U, 12/7/2012

SMBIOS Version 2.7

Embedded Controller Version 255.255

BIOS Mode Legacy

BaseBoard Manufacturer

BaseBoard Model Not Available

BaseBoard Name Base Board

Platform Role Mobile

Secure Boot State Unsupported

PCR7 Configuration Binding Not Possible

Windows Directory C:\WINDOWS

System Directory C:\WINDOWS\system32

Boot Device \Device\HarddiskVolume1

Locale United States

Hardware Abstraction Layer Version = "6.3.9600.17196"

User Name Launchpad-LT\LAUNCHPAD-LT\Joseph

Time Zone Central Standard Time

Installed Physical Memory (RAM) 16.0 GB

Total Physical Memory 15.9 GB

Available Physical Memory 13.1 GB

Total Virtual Memory 18.3 GB

Available Virtual Memory 15.5 GB

Page File Space 2.38 GB

Page File C:\pagefile.sys

Hyper-V - VM Monitor Mode Extensions Yes

Hyper-V - Second Level Address Translation Extensions Yes

Hyper-V - Virtualization Enabled in Firmware Yes

Hyper-V - Data Execution Protection Yes

[ThatGuy]

I'm having the same issue as launchpad. My pen stopped syncing with my phone.  

 

The first thing i tried was resetting the pen by holding the power button for 10 seconds, however, it did nothing on numerous attempts.  

 

Next, i tried to update the firmware again (it already had 1.02 installed). First, i loaded the firmware file into the pen, disconnected the pen, restarted it, then had the pen show a solid orange light.  The orange light will stay on until i turn the pen off...Turning the pen on anytime after that shows me a white indicator light.  

 

Now, i attempt to unregister the pen from my phone and try to reregister the pen with no luck.  It continuously fails!  It seems to be an issue with the settings within the pen. I can see the pen's bluetooth signal from my phone, however, when trying to pair the pen to phone i get an error: Unable to communicate with NWP-F110. 

 

I am absolutely stuck.  The Neo Smartpen has essentially turned into a regular pen....Please help!

[launchpad]

You need to format the pen using Windows PC (and not mac book). After this, please try to re-charge the pen for a couple of hours.

When a hard drive appears, please do the following.

1) Unhide files and folders.

2) Open system.inf through a notepad and please let me know your system information.

 

So is there anything you can tell me about how I might fix the problem I am having. I have had the pen for a month now and have not been able to use it.

[neoLAB North America]

John,

 

Glad to hear all is working.

 

Thanks for your support.

 

Regards

 

neoLAB

[neoLAB North America]

I am having a similar problem.  The pen was working fine, until a few weeks ago.  Now it will not pair or register.  

 

I formatted the storage.  

I can add it to a PC's bluetooth devices.  

I can see the MAC address when I try to register manually, but it will not connect.

I have tried 2 different Android devices.

I have restarted the devices multiple times.

I uninstalled and reinstalled the app multiple times.

I have held the power button for up to a minute to try to reset the pen, but nothing happens.

 

This was an expensive pen, and while it was working I really liked it.  Please provide some support to resolve this issue.  Thanks. 

 

Darkener - please email our support organization at:  support@neolab.net

 

A quick try might be to go to the app under settings, pen and make sure you "Unregister" pen.  Also, "forget" it in your Android control panel. Then you can quit the app, relaunch and go thru the pairing process again.  Also please ensure your pen is fully charged.  

 

Hope this helps.