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Welcome to Livescribe. The OLED has 'decomposed' sotosay.
It was either the display or battery that would fail. The only option I've seen thus far is buy a new one.
Hi Livescribe user, i owned both the livescribe Pulse and Echo and they both failed with the same problem-a black LCD display. I contacted Livescribe via Live Chat which is a 24 hour service and i was asked a few questions one of which was to provide the pen's serial number. This is needed to determine if your pen is still under warranty. if you do have your original packaging the serial number would be found on the outside at the back. If not you would need to
1. Open your Livescribe desktop
2 Click on thelp menu
3. Click on livescribe support( internet conection needed)
4. A browser opens up
5. Click on support
6. Click on Customer Support
7.Click on item 28005-getting the smartpen serial number( blue text)
and follow the instructions.
To contact Live Chat go back to
3. As above
4 Scroll to the bottom of the page
5. Click on SUBMIT A REQUEST( Blue text )
6. A new page opens up
7. Click on Live Chat( bottom of the page)
I was quite impressed and satisfied with Livescribe's response. Both of my pens were replaced (valid warranty).
The Echo did fail a second time but i never pursued getting a second replacement and my Pulse works fine.
Hope this helps
Francis V
I believe that others had this problem. There has been a software upgrade since you posted this. Recommend using Version 4.3.1 - dated February 26, 2014. Please let us know if this works.
Hi i am glad to be able to help you with this. I had the same problem and this is what i did.... 1) Open livescribe desktop 2) Dock your livescribe pen. 3) Click on the audio tab on the top left hand corner. 4) Left click on your last audio download 5) Release the mouse and hold down the shift key on your keyboard and at the same time pressing the arrow up key until all of your downloads are selected. 6) Right click on the page with your mouse and select from the shortcut menu " Remove audio from smartpen ". This will remove all your recordings from your smartpen but they will be saved on your computer(livescribe desktop). Please note that the process of clearing your pen's memory takes a while ( approx. 5-8mins for 1GB). Your livescribe desktop may indicate that it is not responding but don't remove you pen. When your pen's memory is cleared it will be indicated on your desktop. You will also notice during this processthat a pen and a computer are highlighted on your pen's display.
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