Basic Troubleshooting

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Battery Issues

Pen does not hold charge

Over time, battery life can decrease due to regular use. Fully charge your pen before use. If the battery issues continue, contact Livescribe support.

My LivePen is blinking red when it is connected to a USB power source and is charging

If your smartpen is blinking red (without beep) when connected to a USB power source, it means that your smartpen is in the pre-charging phase i.e. battery has been completely drained because it's been left for a long time without being charged. The LivePen needs to be charged to be retrieved back from this stage. Therefore, please leave it connected to a USB power source. It usually takes only 10 or 15 minutes of charging to complete pre-charging, but occasionally we've seen the smartpen can take over 1 hour to resolve.

Charging the smartpen regularly will help to avoid this situation in the future.

If the steps above don't work, please reach out to us and we'll help you out.

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Writing and Note-Capture Issues

I can connect my pen, but nothing shows up in the app when I write

• Ensure you are using an official Livescribe notebook, as regular paper is incompatible with the tracking technology
• Make sure you're not covering the camera with your finger
• Make sure to hold the pen with the LED facing up while writing
• If issue persists, contact LivePen support

Notes don't look correct in the LivePen app

• Hold the pen at a comfortable angle to improve recognition
• Make sure you're not covering the camera with your finger
• Make sure to hold the pen with the LED facing up while writing
• Remove the ink cartridge by pulling it straight out, and check for any adhesive residue on the barrel. Then reinstall the barrel by pushing it back in
• If issue persists, contact LivePen support

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App & Software Issues

LivePen App not updating

The LivePen app normally updates automatically, but certain settings may prevent that from happening. To update the app manually:

• Visit the App Store (iOS) or Google Play Store (Android)
• Tap My Account or the Profile icon
• On Android only, tap Manage apps & device > Manage
• Finally, scroll to the LivePen app and tap Update if needed

Notes aren't syncing to the app

The app should sync automatically when the pen is connected. If this isn't happening, you can check the following:

• If your pen LED is solid blue when nearby your phone, it is properly connected. Please contact support as there is some other problem we can help with
• If your pen LED is not solid blue when nearby your phone, it is not connected:
• Please make sure Bluetooth on your phone is turned on
• Please make sure the LivePen app has permission to use Bluetooth. Go to Settings > Apps > LivePen and make sure Bluetooth permission is ON
• Make sure your LivePen is charged
• If these suggestions don't help, please contact support