LiveScribe - Create Smartpen logs (PC/Mac)

LiveScribe - Create Smartpen logs (PC/Mac)

Problem

The Echo pen is not working as expected and you wish to provide diagnostic logs to help resolve the issue.


Applies to

  1. Echo LiveScribe Pen

Resolution

Use the steps below to collect the logs.


For Windows

  1. Plug in your pen and open Livescribe/Echo Desktop
  2. Go to "Help > Save Data for Customer Service…"
  3. Save the file to your Windows desktop and click "OK".
  4. Attach the newly created "Desktop_report.lscs" file to your cs@livescribe.com email.


For Mac

  1. Plug in smartpen you are having an issue with and Open Livescribe/Echo Desktop
  2. Hold the keyboard "control" key down and select from the top menu "Tools > Customer Support > Gather
    Debug Logs…"
  3. Click the "I've talked to Livescribe Desktop Support" button. A "Log" window will open. Allow a few moments for
    the logs to generate. The file "Please wait…" will change to "logs_YYYY-MM-DD.zip".
  4. Attach the file From the "Logs" window, "logs_YYYY-MM-DD.zip" to your cs@livescribe.com email.

    • Related Articles

    • LiveScribe - Echo Warranty information

      Problem A support technician or user needs to refer to the warranty period for Echo pen. Applies to Echo LiveScribe pen Resolution Please see the link: Echo LiveScribe - warranty information Provided below is the warranty text Livescribe Warranty ...

    • LiveScribe - Reset Echo pen

      Problem Then Echo Smartpen is not functioning correctly and may require a reset. Applies to Echo LiveScribe pen Resolution Take the capacitive tip off of the top of the pen. Next to the USB connector is a small hole containing a button that can be ...

    • LiveScribe - Playing back Livescribe pen records using Livescribe + Desktop app.

      Problem An Echo LiveScribe pen user is unable to play back recordings on the computer using the Livescribe + Desktop app. Applies to LiveScribe Echo pen Resolution Note The original Echo Desktop app is no longer supported. The Livescribe + Desktop ...

    • Livescribe Echo - Pen fails to sync even when it is paired

      Problem When using the Livescribe Echo pen the information is not syncing from the pen even though the pen has been successfully paired. Applies to Echo Livescribe Resolution You may need to update the pen's firmware, here is how to do it if you ...

    • Livescribe - Echo smart pen does not retain charge

      Problem The echo pen does not appear to hold any charge. Applies to Echo Livescribe pan Resolution Please follow the steps below to resolve charge retention issue with Echo smart pen. Plug your USB charging cable directly into a USB port on your ...