Problem

The echo pen does not appear to hold any charge.

Applies to

1. Echo Livescribe pan
   

Resolution

Please follow the steps below to resolve charge retention issue with Echo smart pen.

1. Plug your USB charging cable directly into a USB port on your computer, not into a USB port on a docking station, Hub, or monitor.
2. If your charging cable was already plugged directly into a USB port on your computer, try a different port.
3. Verify the lightning bolt indicator is showing on the smartpen OLED display when docked to the charging cable (for an example please reference 20306 - What do the symbols on the smartpen OLED screen mean?). If the lightning bolt does not appear there may be an issue with the charging cable. Please contact us if this is the case.
4. Verify your computer does not power down during the charging process due to your power settings. Power settings can be adjusted for Windows 8, 7, and Vista by going to the Control Panel Home view and selecting "Hardware and Sound > Power Options". From Vista Classic View select "Power Options". For Windows XP Category View select "Performance and Maintenance > Power Options". For XP Classic View select "Power Options". For Mac (Intel based) OS 10.5+ select "Apple (icon) > System Preferences… > Hardware - Energy Saver > Battery".
5. Make sure your system stays on while leaving the smartpen docked for 2.5 hours. Otherwise the smart pen will not fully charge.
6. Undock your smart pen from the charging cable.
   If the smart pen does not hold a charge for the expected timeframe (please reference 20311 - How many hours can I use the smart pen before I need to charge the smart pen battery?).