[Central Harlem Anonymous]

About a week ago, LiveScribe desktop lost its ability to launch. Whether launched by hand or launched automatically when I put the pen in the cradle, it would send up the error message "Livescribe desktop has encountered a critical error and must shut down."

I contacted customer service, who about 72 hours later advised me to reinstall the software in order to force Microsoft .Net Framework 2.0 to be reinstalled.

This was a total bust.

Now the software launches and immediately reports "Unable to access your database folders. Please contact customer support." 72 hours later, customer service e-mailed me without comment the instructions on how to reinstall the software in order to force Microsoft .Net Framework 2.0 to be reinstalled.

In other words, it took them 72 hours to send me the same worthless advice I'd started with. The LiveScribe software doesn't work and my files may all have been destroyed.

I've contacted customer service, but given their extremely slow response cycle and their inability to help so far, I don't have any great hopes.

Help!

[Jason]

Originally Posted by Central Harlem Anonymous

About a week ago, LiveScribe desktop lost its ability to launch. Whether launched by hand or launched automatically when I put the pen in the cradle, it would send up the error message "Livescribe desktop has encountered a critical error and must shut down."

I contacted customer service, who about 72 hours later advised me to reinstall the software in order to force Microsoft .Net Framework 2.0 to be reinstalled.

This was a total bust.

Now the software launches and immediately reports "Unable to access your database folders. Please contact customer support." 72 hours later, customer service e-mailed me without comment the instructions on how to reinstall the software in order to force Microsoft .Net Framework 2.0 to be reinstalled.

In other words, it took them 72 hours to send me the same worthless advice I'd started with. The LiveScribe software doesn't work and my files may all have been destroyed.

I've contacted customer service, but given their extremely slow response cycle and their inability to help so far, I don't have any great hopes.

Help!

Hello,

Our Developers are looking into this issue, for we've had a few people report it. Once we have a solution we will respond to all that contacted us with the fix.

Thanks,
Jason

[Vaj1234]

Thanks, Jason for the update in Announcements Thread. But I think it would be faster if you could post the instructions here. It would take Customer Service a couple of days to even open my email! I've reported the problem with the recognition issue and had to wait a week for a response with instructions that didn't work and I replied and waited for another 5 days for a second set of instructions. Which I've had to REPEAT each time I wanted to transfer the data to the desktop. I don't fancy waiting around for another couple of days for this instruction which can easily be posted here!

[Central Harlem Anonymous]

The value of the LiveScribe system is pretty close to zero when you lose access to the files on the computer. Have you been able to work out a solution or a workaround?

Thanks.

[Vaj1234]

No luck! And Jason hasn't even bothered to reply. I tell you this only proves that Livescribe support sucks! I carry the pen with me whenever I go and a lot of people want to have information on the pen. I will point everyone to the forum where they can form their own opinion as to the quality of customer service.

[Jason]

Originally Posted by Vaj1234

No luck! And Jason hasn't even bothered to reply. I tell you this only proves that Livescribe support sucks! I carry the pen with me whenever I go and a lot of people want to have information on the pen. I will point everyone to the forum where they can form their own opinion as to the quality of customer service.

Vaj1234,

I will work on getting the instructions and drivers posted on the forum - until then, if you let me know what kind of computer you have (32bit or 64bit) I'll email you the instructions and drivers to resolve the "Pen not recognized" issue related to the ArcSoft Magic software.

Please understand that the best way to get direct support from us on an issue is by:

1. Searching the Knowledge Base
2. Searching the forum for an already posted solution
3. Contacting CS directly via phone or email

I searched the CS database for any correspondence from you and did not find anything from the email associated with your forum profile. The forum is not intended for direct support of reported issues. Any immediate need you have should be routed to CS directly, either via email or phone. If you have any further issues with response time, feel free to send me a private message and I'll see that you are taken care of.

Thanks,
Jason

[Jason]

Originally Posted by Central Harlem Anonymous

The value of the LiveScribe system is pretty close to zero when you lose access to the files on the computer. Have you been able to work out a solution or a workaround?

Thanks.

Central Harlem,

I am still pursuing a fix for this with our Engineers - this is a little more difficult to troubleshoot unfortunately. If you are a Vista user, and 1.5 was working without issue and now 1.6 doesn't work, the easiest solution for now is doing a system restore back to a point prior to the 1.6 release. If this doesn't work for you or is not an option, please message me privately so I am alerted immediately, and I'll work with you further until resolution.

Thanks,
Jason

[Vaj1234]

Jason

My email is not associated with my forum profile. I was not aware that it had to be?

And I hope YOU can understand that as I said, I have exchanged email correspondence with your CS. I've come to this site to search the knowledge base, haven't I?

There's no need to bother to reply as frankly, your reply is even more useless than that of CS. I've had it with livescribe and have put the pen up for sale (2nd hand).

BYE!

[Jason]

Originally Posted by Vaj1234

Jason

My email is not associated with my forum profile. I was not aware that it had to be?

And I hope YOU can understand that as I said, I have exchanged email correspondence with your CS. I've come to this site to search the knowledge base, haven't I?

There's no need to bother to reply as frankly, your reply is even more useless than that of CS. I've had it with livescribe and have put the pen up for sale (2nd hand).

BYE!

The email address associated with your forum profile may or may not be associated with the email address you contacted Customer Service with, which is fine. My point was that since it's not associated with the one you contacted us with, I can't reference any of your emails to assist with a resolution. Unfortunately until I know the details of your problem I can't assist; I'm willing to help you if you want.

-Jason

[nbe]

Hi,

it seems I'm having the same problem; I just received the pen and went through the tutorials.

I wanted to print some dot-paper and the desktop app asked me to update the pen... I launched the update, the app made my computer freeze. After more than 10 minutes of freeze I had to hard-reboot my comp, and now I'm getting the "Unable to access your database folders" message.

I crawled the KB and the forums, I found no way to reset the pen. Is there any restore program I can use ? As the pen is new, I don't care about its actual content.

You mentionned the 1.5 version could work, is there any URL to get it ?

Infos...
Vista Business 64
ArcSoft is NOT installed of my machine