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How do I know if my TS1 is the original or the new G2 version?

Windows

Connect the TS1 to a USB port on your Windows PC

Start Device Manager (tap Windows button on the keyboard and start typing Device Manager and the option will show up)

Expand entry Cameras and check subentry. It will say either TS1 or TS1 rev2

TS1 G2 in device manager

 

Unable to load DLL ‘CPenCore.dll’

ERROR

Exception:
Unable to load DLL ‘CPenCore.dll’: The specified module could not be found. (Exception from HRESULT: 0x8007007E)

This and similar error(s) may be caused by missing dependencies. As a first step a clean reinstall is recommended to make sure all dependencies are correctly installed.

Troubleshoot TS1 (Windows)

 

If TS1 seems to connect properly to the computer (as seen in Device Manager) but still doesn’t connect to C-PEN Core app – please check Camera Privacy settings (applies to Windows 10).

It ay look slightly different in different versions of Win 10 but in general:

  1. Camera access needs to be ON.
  2. Apps needs to have access to camera. Especially the native Camera app and C-Pen Core desktop app.

How to install C-PEN Core on MAC

 

 

 

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 uninstall C-PEN Core on MAC

When C-PEN Core is installed, an Uninstaller is also copied to your Home directory. Open Finder, click GO in the menu and select Home and you will find the uninstaller.

Double click to run it, select to remove all files when prompted.

 

If the uninstaller is nowhere to be found, C-PEN Core can be uninstalled manually.

See this video for files to be erased.


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:

  1. Disconnect and reconnect the TS1.
  2. 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.
 
 


Unexpected error

If C-Pen software crashes due to “Unexpected error” or “Object reference not set to an instance of an object” it most likely depend on lack of/wrong versions of one or more of the three 3 Windows dependencies the software rely on. These three dependencies are C++ Redistributables 2005, 2008, and 2010.

To resolve the problem, it´s recommended to manually download and install all three.

Download url’s to Windows dependencies: C-PEN redists

The zip file contains three redists:


If installation of the redistributables fails or C-Pen Core consistently crashes with same error message, try to enable installation logging and retrieve and send the installation log file to [email protected]

Windows 7 | 8:

To enable and collect the Windows 7/8 Installer logs, download Microsoft Fix it 20095 and run it. This Fix it is for Windows 8 and Windows 7 users only.

For more details see: https://support.microsoft.com/

List of installer error codes: http://support2.microsoft.com/kb/290158

Windows XP:

To enable and collect the Windows XP Installer logs, download Microsoft Fix it 50380 and run it. This Fix it is for Windows XP only.

For more details see: http://support2.microsoft.com/kb/223300

To retrieve log files go to the temp folder: write %temp% in File Explorer address field and locate the appropriate log file (search by time stamp).