Troubleshooting Archives

Battery maintenance

Maximizing battery life

Avoid extreme ambient temperatures

Your device is designed to perform well in a wide range of ambient temperatures, with 62° to 72° F (16° to 22° C) as the ideal comfort zone. It’s especially important to avoid exposing your device to ambient temperatures higher than 95° F (35° C), which can permanently damage battery capacity.

Store it half-charged when storing long term

If you want to store your device long term (e.g. summer breaks), two key factors will affect the overall health of your battery: the environmental temperature and the percentage of charge on the battery when it’s powered down for storage. Therefore, we recommend the following:

• Do not fully charge or discharge the battery – charge to around 50%.
• Power down the device.
• Store in a cool moist-free environment less than 90° F (32° C).
• Top up charge to 50% every 3 months.

During regular use

Do not run battery completely flat and do not leave product connected to charger when fully charged.

Troubleshoot TS1 (Windows)

Finding TS1 serial number

This is where you find the TS1 serial number.

C-Pen 200/600/800 with Windows x64

C-Pen 200/600/800 do not support 64 bit Windows but it *may* work if installing the C-Pen software in Compatibility mode.

Right click on the installer file (C-Win_3_24.exe) and then select Properties + the Compatibility tab and get a window like in the image below.

This solution is NOT officially tested but MAY work.

Host Bluetooth status = Inactive

Host Bluetooth Status = Inactive may be caused by two things.

The PC has no Bluetooth device at all.
The Bluetooth device in the PC uses drivers that are neither Microsoft nor Widcomm.

The solution is to replace these drivers with Microsoft or Widcomm drivers. This may be done in various ways but the easiest we know of is described on this web page: http://bluetoothinstaller.com/

Head down to Download section to download the exe file you need (subject to whether you have a 32 bit or 64 bit Windows version.
Read the How to use section below Download.
Get to it…

Bluetooth connection problem on MAC

If you experience Bluetooth connection problem on MAC, please check THIS article for advice.

History shows that an SMC reset may also be required even though the article does not specifically mention Bluetooth.

How to identify USB connction on MAC

To check if there is a physical connection for TS1.

This is done viewing the System Report.

Click on the Apple logo in the upper left corner then select About This MAC.
Select System Report.
In the under Hardware section, click on USB.
Expand the USB Device Tree and locate C-Pen TS1.

If C-Pen TS1 exist, then the physical connection is OK.

If the C-Pen TS1 does not exist there is a physical connection problem. Try to connect the TS1 to another USB port and/or test it on another computer to verify it.

NOTE: System Report\Hardware\USB list will have to be refreshed at each new connection. Exit it an re-enter the USB Device Tree list.

Assuming that the C-Pen TS1 does exist in the USB Device Tree, then the problem is caused by software.

One thing to check is the VDCAssistant. If it is running, kill it. To do this, open Terminal and run command sudo killall VDCAssistant (provide password when prompted). Check this article for more details if required.
Make an SMC Reset.

Please also see this Apple article: https://support.apple.com/en-us/HT202875

Find ~/Library/Application Support folder

With every scan, the scan image is stored in the Application Support folder. If required, see below video for information how to find the folder.

Note that Library is a hidden folder.

Find Library/Input Method folder

C-PEN Core app is located in the Input Method folder. If required, see below how to locate.

MAC OSX High Sierra (10.13)

There is a connectivity issue with C-PEN Core for MAC / TS1 / MAC OSX High Sierra.

The problem is that unlike previous versions of OSX the operating system allocates the TS1 device if it is connected prior to C-PEN Core starting up. Whether this is a bug or a feature in High Sierra is yet to be established – but it is reported to Apple.

Work-around:

Disconnect and reconnect the TS1.
If that still doesn’t get the TS1 properly connected, then make sure C-PEN Core is started (the floating icon being visible). If not, start Finder, Go to folder /Library/Input Method and manually start C-Pen Core (see video below).

This should force OSX to release the TS1 allocation and allow it to connect to C-PEN Core.

You may also try THIS C-PEN Core update which includes a workaround that is likely to fix the problem. If you try it, please report back to us HERE.